Fola Ayeni
Scarborough,ON
Summary
Seasoned Customer Service Supervisor with unmatched customer service record and successful strategic development. Develops strong working relationships with teams to boost performance and meet objectives.
Overview
8
8
years of professional experience
Work History
Program Assistant
Centre For Immigrant & Community Services
02.2024 - Current
- Managed data and correspondence to secure information across complex landscapes of organizational departments.
- Managed effective program outreach plans with strategic use of speakers and tours to enhance community engagement and increase participant numbers.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Established rapport with clients through exceptional customer service practices, fostering ongoing relationships built on trust and respect.
- Created and updated records and files to maintain document compliance.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
Customer Service Representative Supervisor
Visafone Communications
09.2018 - 11.2023
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Supervised large teams with guidance, support and direction for high-quality customer care.
- Organized meetings for executives and coordinated availability of conference rooms for participants.
- Measured and improved customer satisfaction through feedback surveys and analysis.
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Evaluated staff performance and provided feedback to improve customer service delivery.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Enhanced customer satisfaction by efficiently addressing and resolving concerns.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Assessed customer service data to identify and address improvement opportunities.
Customer Support Specialist
Nigerian Communication Commission
01.2016 - 08.2018
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Processed customer service orders promptly to increase customer satisfaction.
- Responded to customer requests for products, services, and company information.
- Handled customer inquiries and suggestions courteously and professionally.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Education
Bachelor of Science - Real Estate
Obafemi Awolowo University
Skills
- Presentation Design
- Goal Setting
- Business Administration
- Policy and procedure modification
- Report Writing
- Multitasking and Organization
- Cross-Functional Collaboration
- Database Maintenance
- CRM software proficiency
- Team Building and Leadership
- CRM Software
- Time Management
- Sales Support
- Support Services
- Phone and Email Etiquette
Languages
Timeline
Program Assistant
Centre For Immigrant & Community Services
02.2024 - Current
Customer Service Representative Supervisor
Visafone Communications
09.2018 - 11.2023
Customer Support Specialist
Nigerian Communication Commission
01.2016 - 08.2018
Bachelor of Science - Real Estate
Obafemi Awolowo University
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