Deborah Balogun
Kitchener,ON
Summary
Reputable customer service professional brings strong phone speaking skills paired with in-depth knowledge of CRM systems. Offers vast experience connecting customers with products and services. Punctual and responsible individual polished in navigating multiple computer systems and applications.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Service Manager
Lekki Freeport Terminal
Lagos , Nigeria
2022.11 - 2023.08
- Formulated and executed customer service standards, policies, and procedures, achieving a 20% boost in customer satisfaction. Ensured strict compliance with safety regulations, resulting in a 15% reduction in incidents.
- Trained and supervised a customer service team, increasing service quality and collaboration with other departments, leading to a 25% increase in customer satisfaction scores.
- Structured team schedules strategically to achieve comprehensive customer coverage, boosting team efficiency by 15% and enhancing service levels and customer satisfaction.
- Led strategic initiatives: developed a vehicle booking system, upgraded terminal web portal, and introduced access technology (Mifare cards, RFID tags) for truck and driver registration. Resulted in a 30% efficiency gain and a 20% increase in customer loyalty.
Financial Operations Associate
Maersk Logistics
Apapa , Nigeria
2020.02 - 2022.10
- Managed invoicing, receipts, and cost bookings for container logistics, reducing billing errors by 20%. Improved record-keeping accuracy by 10% and expedited shipment clearance by 15% through efficient tracking procedures.
- Optimized financial workflows, reducing invoice processing time by 30%, resulting in more efficient operations and timely financial reporting for Maersk Shipping and Logistics Company.
- Devised and executed strategies, analyzed data, and negotiated contracts, resulting in a 15% optimization of container logistics processes and operations, attaining cost savings and efficiency improvements.
- Provided critical back-end support to Maersk intermodal customer service team, contributing to a 20% reduction in customer query resolution time and ensuring seamless coordination between financial operations and customer support.
Customer Care Representative
Guarantee Trust Bank
Lagos , Nigeria
2018.05 - 2020.01
- Achieved a 15% increase in first-call resolution by accomplishing targeted training programs, enhancing team expertise in addressing customer inquiries promptly and accurately.
- Exceeded monthly service benchmarks, and maintained a 90% and above customer satisfaction rating, contributing to a 10% improvement in overall customer experience.
- Streamlined call handling processes, reducing average call times by 20%, resulting in enhanced efficiency and allowing for increased call volume without compromising service quality
- Performed proactive customer outreach strategies, leading to a 25% reduction in customer complaints and fostering a positive perception of Guaranty Trust Bank's services among clients.
Education
Graduate Certificate - Strategic Global Business Management
Conestoga College Institute of Technology And Advanced Learning
Kitchener, ON04.2025
MBA - Business Administration
University of Lagos
Lagos, Nigeria02.2024
Bachelor of Science - Chemistry
University Of Ilorin
10.2016
Skills
- Business Acumen
- Analytical thinking
- Data Analysis Tools
- Interpersonal skills
- Problem-solving
- Decision-making
- Microsoft Office Tools
- Time management
- Strong verbal and written communication
- Trend forecasting
- CRM Tools
- Call Center Operations
Certification
Customer Service Manager, Udemy, 2022-01-01, 2022-12-31, Utilized data-driven approaches to analyze customer feedback, contributing to a 12% increase in the terminal effectiveness of continuous improvement initiatives. Applied techniques learned in the course, resulting in a 15% improvement in communication and empathy skills, fostering stronger connections with customers and colleagues.
Timeline
Customer Service Manager
Lekki Freeport Terminal
2022.11 - 2023.08
Financial Operations Associate
Maersk Logistics
2020.02 - 2022.10
Customer Care Representative
Guarantee Trust Bank
2018.05 - 2020.01
Graduate Certificate - Strategic Global Business Management
Conestoga College Institute of Technology And Advanced Learning
MBA - Business Administration
University of Lagos
Bachelor of Science - Chemistry
University Of Ilorin
Customer Service Manager, Udemy, 2022-01-01, 2022-12-31, Utilized data-driven approaches to analyze customer feedback, contributing to a 12% increase in the terminal effectiveness of continuous improvement initiatives. Applied techniques learned in the course, resulting in a 15% improvement in communication and empathy skills, fostering stronger connections with customers and colleagues.
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