MARTINS AJAYI
Waterloo,Canada
Summary
Experienced customer service professional with over 10 years of cumulative experience in the Communication sector, coupled with a background in project management. Seeking to leverage my expertise in client relationship management for the role of Operations Supervisor at a customer-centric organization. Possessing a solid foundation in communication, project analysis, proficiency, and technical skills, I am dedicated to fostering strong and productive relationships with clients. My goal is to translate unique client requirements into scalable solutions, enhancing customer satisfaction through proactive communication and a customer-centric approach. Friendly Customer Retention Specialist succeeds in identifying customer needs and utilizing inbound and outbound retention strategies. Professional telephone demeanor with a sound knowledge of sales retention. Uses problem resolution and de-escalation techniques effectively.
Overview
13
13
years of professional experience
Work History
Operations Supervisor/ Business Analyst
Teleperformance
Waterloo
12.2023 - Current
- Manage a team of 28 case managers, ensuring high-quality service delivery for corporate clients
- Work with different modelling techniques (i.e
- User stories, process mapping, acceptance criteria, etc) to ensure customer satisfaction
- Resolve complex service escalations by coordinating with cross-functional teams to provide strategic solutions aligned with client expectations
- Expertise in interpreting coverage, negotiating settlements and delivering high quality services aligned with claims and service standards
- Weekly coaching and KPI review of case managers to help improve team performance
- Spearheaded a 200+ case backlog reduction within two months, earning recognition from senior management
- Collaborated with work force management to align the schedules as per business needs
- Prepare and analyze performance reports using Power BI and Excel, identifying trends and opportunities to enhance service quality
- Collaborate with internal departments (Product, Workforce Management, Training, and QA) to optimize service processes and improve customer outcomes
- Negotiated and settled claims while ensuring efficient, timely and quality resources that align with client expectations
- Deliver weekly presentations to leadership and clients, addressing service performance, case resolution trends, and customer feedback
Customer Retention Specialist (CRT)
Teleperformance
Waterloo
11.2023 - 11.2024
- Built and maintained relationships with corporate clients, providing advisory support and service solutions
- Enhanced digital tool adoption by guiding clients on system usage and reporting capabilities
- Collaborated with cross-functional teams to improve product offers based on customer feedback
- Responsible for maintaining customers in the business and ensuring customer satisfaction
- Managed case resolution from inception to closure, ensuring compliance with company policies and client expectations
- Developed retention strategies to minimize client churn and maximize satisfaction
- Led service improvement initiatives by analyzing client feedback and recommending process enhancements
Triage Team Agent
Teleperformance
Waterloo
09.2023 - 11.2023
- Responsible for working on backlog of cases for the different Business Centers
- Contact customers, dealers, create tasks for agents and complete tasks on behalf of agents
- Send daily reports to the supervisor while copying the operations manager as well
- Research on old cases, create an action plan while assisting agents in closing these cases for the different Business Centers
- Tasked with working on 5-days untouched cases for the different Business Centers which helped reduce the backlog of cases
Customer Service Representative II (Case Manager)
Teleperformance
Waterloo
06.2023 - 09.2023
- Responsible for maintaining accurate and up-to-date documentation of cases, including gathering and organizing relevant documents such as incident reports, policies and estimates
- Open case for new customers and follow up on inquiries
- Perform database research and act as intermediary between customers and line of business
- Responsible for Case Management of customer complaints from inception of case to closing the case
- Prepare and process emails, set tasks on cases and reach out to customers as per company guidelines
- Review cases and prepare an action plan according to company policies while ensuring customer satisfaction
Lead, Client Support
Bell
Waterloo
02.2022 - 05.2023
- Strengthened relationships with corporate clients and consultants, ensuring timely issue resolution and service optimization
- Delivered client training workshops to enhance understanding of service offerings and operational efficiencies
- Developed comprehensive training materials for onboarding new team members, ensuring consistent service quality
- Managed escalated client concerns, improving customer retention through personalized solutions
- Analyzed service metrics and provided insights to leadership, supporting strategic decision-making
- Coordinated daily schedules to optimize workload distribution among team members
- Conducted regular performance evaluations to recognize outstanding employees and address areas of concern
- Facilitated open lines of communication between team members and management for proactive problem solving
- Fostered a positive work environment through strong leadership and motivational techniques
- Cultivated lasting relationships with clients through personalized attention and genuine care for their needs
Project Coordinator
Federal Government of Nigeria (Federal Ministry of Interior)
05.2012 - 01.2022
- Performed market research and identified potential vendors for various procurement projects
- Drafted and issued requests for proposals (RFPs) and requests for quotes (RFQs) to solicit bids from vendors
- Guided a team of architects, contractors, subcontractors, vendors, and junior engineers to develop a Mid-rise building through strategic implementation of project scope and requirements
- Evaluated vendor proposals and negotiated contracts with selected vendors to ensure the best value for the company
- Prepared weekly site progress report and reported directly to the Project Manager
- Led the implementation of procurement process by developing bidding documents, local purchase orders, negotiating with vendors, stakeholders, and reviewing contracts to ensure all physical resources are met
- Managed field staff: interpreted and explained drawings in detail while also supervising the proper implementation of design blueprint
- Assisted the project manager in the project scope management plan which led to 3 weeks early project delivery
- Monthly deck presentation of site progress report to company executives and stakeholders
Education
Post Graduate Diploma - Project Management and Business Analysis
Canadian College of Business, Science & Technology
Scarborough, Ontario06.2024
ACCES Employment Bridging Program -
Seneca College
Toronto, Ontario05.2023
Diploma - Information Technology
British Computer Society
Swindon, United Kingdom10.2022
Bachelor of Engineering - Civil Engineering (Second Class Upper hons.)
Federal University of Technology, Akure
Akure, Nigeria10.2010
Skills
- Client Relationship Management and Retention
- Corporate Client & Advisor Support
- Presentation and Training Delivery
- Service Escalation and Issue Resolution
- Business Analysis and Reporting
- Cross-Functional Team Collaboration
- Process Improvement and Strategic Thinking
- Financial and Data Analytics (Power BI and Excel)
- Digital Tools and Customer Experience Enhancement
- Presentation and Training Delivery
Affiliations
- Workplace Hazardous Materials Information System (WHMIS) - Certified
- General Health Safety and Environment Certification (GHSE) - Certified
- Work Health and Safety Awareness, Ontario Ministry of Labour, Training and Skills Development.
- Project Management Institute - Member
- Professional Scrum Master I (PSM I), 913079
- Certified associate in project management (CAPM), In progress
Timeline
Operations Supervisor/ Business Analyst
Teleperformance
12.2023 - Current
Customer Retention Specialist (CRT)
Teleperformance
11.2023 - 11.2024
Triage Team Agent
Teleperformance
09.2023 - 11.2023
Customer Service Representative II (Case Manager)
Teleperformance
06.2023 - 09.2023
Lead, Client Support
Bell
02.2022 - 05.2023
Project Coordinator
Federal Government of Nigeria (Federal Ministry of Interior)
05.2012 - 01.2022
Post Graduate Diploma - Project Management and Business Analysis
Canadian College of Business, Science & Technology
ACCES Employment Bridging Program -
Seneca College
Diploma - Information Technology
British Computer Society
Bachelor of Engineering - Civil Engineering (Second Class Upper hons.)
Federal University of Technology, Akure
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