GABRIEL TAIWO
Winnipeg
Summary
Customer service with over ten years of experienced in KPI-driven environments, specializing in chat and call handling along with CRM documentation Achievement including improving scheduling efficiency by 96% through advanced data management techniques and coaching a team to achieve a 12% performance increase in quality assurance metrics. Recognized for maintaining compliance with Employment Standard while managing over 60 accounts at South African Airways as well as British Airlines ensuring high client satisfaction and operational excellence
Overview
15
15
years of professional experience
1
1
Certification
Work History
Event Staff Member (Seasonal)
Winnipeg Football Club, Princess Auto Stadium
09.2024 - Current
- Assisted in setup and breakdown of event spaces for game days and special events.
- Managed guest services, providing information and resolving issues effectively.
- Collaborated with team members to ensure smooth operations during high-attendance events.
- Monitored crowd safety, enforcing venue policies to maintain a secure environment.
Senior Customer Relationship Manager
HRG NIGERIA
09.2020 - 07.2024
- Decreased call abandonment rate by 5% through enhanced queue management strategies and efficient staffing models, resulting in higher customer satisfaction and improved utilization.
- Ensured adherence to Employment standards legislation and organizational policies, maintaining 100% compliance with Employment standards
- Met/exceeding KPIs including Quality Assurance targets; coached team on scripts and documentation standards for Personal Support Workers,resulting in 12% improvement in performance.
- Maintained clean client/caregiver records: produced daily scheduling & capacity reporting Excel (VLOOKUP/XLOOKUP/HLOOKUP/SUMIFS),improving efficiency by 95% and ensuring compliance with data privacy standard
- De-escalated urgent issues, aligned client needs with staff availability, ensure continuity of service and focused on Relationship Building with clients, resulting in 90% client satisfaction.
Sales/Marketing Manager
South African Airlines
01.2016 - 07.2020
- Develop and execute sales strategies to increase passenger and cargo revenue and expand market share.
- Plan and implement marketing campaigns to boost brand visibility and promote routes and services.
- Conduct market research to identify growth opportunities and support route and pricing decisions.
- Build and maintain strong relationships with corporate clients, travel agents, and key stakeholders.
- Lead and manage the sales and marketing team, set targets, monitor performance, and ensure compliance.
- Spearheaded data quality initiatives, directly increasing the accuracy of client data and action logs by 92%, enhancing overall reporting capabilities within the CRM system.
Airline Customer Service Agent
British Airways
06.2010 - 12.2015
- Managed 60+ daily Customer service call in the airline backend office, focusing in resolving customers requests, confirming details and updating schedule/ETAs to ensure seamless care coordination.
- Delivered exceptional customer service by addressing inquiries and resolving issues efficiently.
- Assisted passengers with check-in procedures, ensuring smooth boarding experiences.
- Managed flight schedule updates, communicating changes promptly to affected customers.
- Trained new staff on best practices for handling customer interactions and operational procedures.
Education
Master of Science - Master's in Management, Data Analytics Stream
University of Winnipeg
Winnipeg08-2025
MBA - Business Administration And Management
National Open University of Nigeria
Lagos03-2023
Skills
- Workforce Management: contact-center triage, Queue Management, follow-ups, Workforce Management (WFM) tools, shift planning, proficient with Alayacare
- Stakeholder Feedback: Clear phone etiquette, chat/email, de-escalation,and updates
- Data Management: Accuracy CRM documentation, Accurate recordings for reporting
- Technical: Microsoft Office suite(Excel/Outlook), CRM/ticketing (Zendesk, salesforce), Multi-line phones, Keyboarding speed: 62 WPM
- Contact Center Technologies:Alayacare, salesforce, serviceNow, Zolo, CRM Microsoft Dynamic 365, Multi-line phones Systems, IVR Systems, Predictive Dialing, Call Routing
Languages
English
Full Professional
Certification
Certified Cybersecurity IS2C(CC)
Timeline
Event Staff Member (Seasonal)
Winnipeg Football Club, Princess Auto Stadium
09.2024 - Current
Senior Customer Relationship Manager
HRG NIGERIA
09.2020 - 07.2024
Sales/Marketing Manager
South African Airlines
01.2016 - 07.2020
Airline Customer Service Agent
British Airways
06.2010 - 12.2015
Master of Science - Master's in Management, Data Analytics Stream
University of Winnipeg
MBA - Business Administration And Management
National Open University of Nigeria