Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Temitope Ibiwoye

Customer Service, Sales and Business Manager
Newark,NJ

Summary

Diligent Customer Service, Sales & Business Lead with solid background in managing customer service teams and optimizing customer satisfaction. Valued for fostering teamwork and driving results through adaptive strategies and effective communication. Demonstrated leadership and conflict resolution skills in high-pressure environments.

Overview

17
17
years of professional experience
5
5
Certification

Work History

Customer Service Manager

Helena Home Care LLC
08.2023 - Current
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
  • Developed customer service manual to standardize procedures across all departments.

Intake Specialist

Premier Disability Services LLC
01.2023 - 07.2023
  • Answered both inbound and outbound customers inquiries and provided new clients with required paperwork to initiate service.
  • Assisted clients with complex situations by providing clear guidance on the intake process and available services, resulting in increased understanding and engagement.
  • Increased customer satisfaction with timely follow-ups, ensuring all necessary documentation was collected and processed promptly.
  • Completed intake assessment forms and filed claims on behalf of clients.
  • Maintained high levels of accuracy and compliance in data entry, ensuring all information was correctly entered into the required systems.
  • Train new employees and offer supports till they are comfortable on their new roles

Intake Specialist

Internet Brand PLC
08.2021 - 01.2023
  • Handles inbound and outbound calls for the organization.
  • Utilized critical thinking skills to analyze complex client situations and make informed recommendations for appropriate services and support.
  • Provided compassionate support to clients during the intake process, offering reassurance and understanding in times of distress.
  • Review and run Questionnaires to ascertain if customers qualify for legal assistance
  • Completed intake assessment forms and filed clients' charts.
  • Answered phone calls and provided new clients with required paperwork to initiate service.

Customer Service Representative

Amazon Prime Products
07.2019 - 09.2021
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.

Business Sales Manager

First City Monument Bank -Credit Direct.
11.2008 - 08.2017
  • Handled customer relations issues, enabling quick resolution, and client satisfaction.
  • Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
  • Developed and implemented comprehensive salesperson training program.
  • Identified, hired and trained highly-qualified staff by teaching best practices, procedures, and sales strategies.
  • Wrote Agendas and sent out notifications for upcoming meetings.
  • Provides guidance, instructions, directions and leadership to the team for excellent performance.
  • Prepared and deliver Sales report to the management for review and to make informed decisions.
  • Develop and implements timelines to achieve a goal.

Education

Bachelor of Science - Business Administration And Management

Lagos State University
Lagos Nigeria

Skills

  • Customer service
  • Problem-solving
  • Microsoft outlook, word, and Excel
  • Customer focused
  • Customer relations
  • Training and mentoring
  • Exceptional interpersonal communication
  • Team building and leadership
  • Performance evaluations
  • Customer retention
  • Conflict management

Accomplishments

  • Won Business Lead of the year award in 2015 & 2016
  • Drove record-high sales that elevated the branch ranking in the company from #12 to #1.
  • Successfully trained 6 new customer service representatives recently.

Certification

  • Enterprise Risk Management Training (Total Risk Managers Ltd) - 03/2017
  • PMI-PBA Training: Certified Business Analyst, (Astute Trainers & Consulting Ltd) - 02/2017
  • Sales Leadership Certificate: ( Fifthgear Plus) - 06/2014
  • Exceptional Salesmanship Training: (FCMB Training Academy & Fifthgear Consulting) 02/2011

Timeline

Customer Service Manager

Helena Home Care LLC
08.2023 - Current

Intake Specialist

Premier Disability Services LLC
01.2023 - 07.2023

Intake Specialist

Internet Brand PLC
08.2021 - 01.2023

Customer Service Representative

Amazon Prime Products
07.2019 - 09.2021

Business Sales Manager

First City Monument Bank -Credit Direct.
11.2008 - 08.2017

Bachelor of Science - Business Administration And Management

Lagos State University

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Temitope IbiwoyeCustomer Service, Sales and Business Manager