Folashade Ekunola
Customer Service Representative
ON
Summary
Experienced Customer Service Supervisor bringing seven years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
10
10
years of professional experience
6
6
years of post-secondary education
Work History
Customer Service Supervisor
Mccormick Canada
08.2023 - Current
- Trained team members on new hotel services and products to support promotional efforts.
- Ensured continuous improvement initiative by continually suggesting adjustments/changes in existing procedures and processes to optimize efficiencies in order processing to improve value added services to customers, sales and CS personnel
- Spearheaded process improvements within the department that led to reduced response times for incoming inquiries.
- Acted as key liaison between the customer Service team, Customer Service Manager, Sales/business unit and internal McCormick Operations (Supply Chain, Transportation, Quality, Global Enablement
- Provided leadership, support, and training to develop domestic/export customer service personnel to maintain high level customer service. Leading performance reviews and development discussions with direct reports, including setting goals and appraisals.
- Facilitated cross-functional initiatives between teams for improved coordination in addressing complex customer needs.
- Fostered strong relationships with key accounts by providing personalized care and attention in managing their concerns..
- Contributed toward setting annual goals and strategic planning to achieve departmental and functional goals that are aligned with business partner objectives..
- Provided ongoing process improvement and project support, identify and communicate potential solutions to the anticipated risks and suggest potential responses, actions and resources required that might mitigate these risks or otherwise prepare the organization for the impact.
Customer Service Manager
Ecobank International
01.2018 - 07.2023
- Ensured the branch had an adequate allocation of work tools and human resources to meet customers' needs and the branch’s stated objectives.
- Managed the branch’s direct cost and ensured it was within the operating budget by introducing cost-saving measures that reduced operating expenses and led to a 25% increase in the branch’s revenue.
- Recorded a yearly consecutive satisfactory audit rating for the branch’s audit review over 5 years by ensuring staff compliance with policies and procedures.
- Managed 12 branch operations staff and personnel records, addressed, and resolved customer and employee issues at the branch level.
- Created and delivered a training program for branch operations staff in my geographical region on the bank’s upgraded core banking application system, leading to a 10% increase in transaction volume and a 5% reduction in error rate.
- Reviewed and recommended several changes to management on staff policies and procedure manual.
- Onboarded and trained new employees in the branch to ensure adherence to the bank’s policies, procedures, and safety regulations.
- Cultivated a culture of continuous improvement by regularly soliciting feedback from staff members regarding areas where improvements could be made.
Customer Service Officer
Ecobank International
04.2014 - 12.2017
- Followed standard procedures for managing customers' requests and effectively resolving complaints.
- Responded to over 100 customer inquiries daily in person or via phone, email, and social media.
- Opened an average of 10 new customer accounts by accurately recording account data.
- Increased the branch’s customer base by 30% through active retail sales and prompt service delivery.
- Processed customer's financial accounts timely and with accuracy.
- Collaborated with supervisors to train and monitor the performance of new customer service hires at the branch.
- Managed customer relationships and closed 40% of sales by understanding the customer’s needs, proffered solutions to customers, and maintaining business satisfaction.
- Utilized product, technology, service, and policy knowledge to resolve customer disputes effectively and efficiently.
Education
Bachelor of Science - Microbiology
Obafemi Awolowo University
05.2001 -
MBA - Human Resource Management
Obafemi Awolowo University
05.2001 - 05.2007
Human Resources Management
Centennial College
Toronto08.2024
Skills
Proficient in MS Office Suite (Word, Excel, PowerPoint)
References
Available upon request
Timeline
Customer Service Supervisor
Mccormick Canada
08.2023 - Current
Customer Service Manager
Ecobank International
01.2018 - 07.2023
Customer Service Officer
Ecobank International
04.2014 - 12.2017
Bachelor of Science - Microbiology
Obafemi Awolowo University
05.2001 -
MBA - Human Resource Management
Obafemi Awolowo University
05.2001 - 05.2007
Human Resources Management
Centennial College
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