NAJEEM AYO IBRAHEEM
KITCHENER,Canada
Summary
Seasoned customer experience Specialist with over 10 years cumulative experience in the Communication sector and a background in information technology. Results-driven leader with a strong background in coaching, team development, and sales management. Proven expertise in fostering collaborative environments, promoting relationship-building, and driving performance through strategic goal-setting and action planning. Skilled in cultivating a sales management culture that enhances team motivation, maximizes performance, and builds full-service relationships. Experienced in creating business development plans, managing branch operations to meet audit standards, and implementing process improvements. Adept at coaching teams on risk awareness, internal controls, and decision-making, balancing organizational and client interests effectively.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Operations Supervisor Customer Retention Specialist
Teleperformance
07.2023 - Current
- Partnered with leadership to align customer success strategies with overall business goals, ensuring a consistent and scalable approach to service excellence.
- Regularly monitor and evaluate coaching interactions between owners and staff, offering constructive feedback to enhance relationship-building and effective communication skills
- Encourage collaboration across different teams to strengthen comprehensive client relationships
- Set a high standard for excellent customer service.
- Collaborated with the Workforce Management Team to ensure accurate forecasting for call volume spikes.
- Led coaching sessions, addressed challenges, and conducted engaging team discussions.
- Collaborate with regional colleagues and team members to design and execute a business growth strategy
- Maintained satisfactory audit ratings through effective oversight of compliance.
- Guide the Customer Experience and Retention Team in understanding risk management and adhering to internal controls
Supervisor, Customer Experience
NORDIA INC
11.2022 - 06.2023
- Led a team dedicated to delivering exceptional customer experiences by providing coaching, feedback, and development opportunities to enhance team performance.
- Built and maintained strong relationships with customers, ensuring their needs were understood and addressed effectively to foster long-term loyalty.
- Aligned cross-functional groups ensuring seamless customer experiences.
- Proactively identified opportunities to improve processes and implemented solutions that balanced customer satisfaction with operational efficiency.
- Guided the team in resolving complex customer concerns, empowering them to make decisions while ensuring alignment with company policies and values.
- Analyzed customer feedback and performance metrics to inform strategies for improving service quality and driving customer success.
- Played a key role in achieving customer satisfaction goals by promoting a culture of accountability, innovation, and continuous improvement within the team
Customer Service Consultant
ROGERS COMMUNICATION
08.2022 - 11.2022
- Resolved problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
- Answered inquiries by clarifying desired information, on customers billing and account review
- Demonstrated a high level of customer service
- Responded to and took appropriate action to resolve concerns and complaints of customers
- Determined requirements by collaborating with customers
- Fulfilled requests by clarifying desired information; processing payments; forwarding requests
- Acted as an interface between the company and clients, liaising with other departments to ensure accurate and timely resolution of billing discrepancies and inquiries
- Worked in an organized manner where detail, accuracy, and confidentiality are critical
Technical Support – Owner Experience
Stanbic IBTC Bank
08.2018 - 07.2022
- Provided technical assistance and support to end-users regarding computer systems, hardware, software, and network-related issues
- Diagnosed and troubleshoot technical problems reported by end-users through various channels, such as phone, email, or in-person
- Resolved technical issues by providing step-by-step instructions, remote support, or on-site visits, ensuring prompt and effective problem resolution
- Maintained accurate records of technical support activities, including documenting incidents, resolutions, and follow-up actions
- Led practical sessions for trainees to develop problem-solving skills and hands-on experience.
Education
B.Sc. - Mathematics
University of Ibadan
National Certificate of Education - Mathematics and Physics
Diploma in Software Development -
Shaw Academy
Skills
- Excellent Communication skills
- Strong Analytical and Problem-Solving Skills
- Strong Organizational and administrative skills
- Technical Proficiency and troubleshooting
- Sales Force
- Genesys Cloud
- Conflict Resolution
- Time Management
- Adaptability and Flexibility
- Teamwork and Collaboration
- Data Entry and Reporting
- Workforce Management
- Zendesk
- Business Development and analysis
- Leadership and management skill
- Continuous learning and staying up to date with industry trends
- Creativity and innovation in finding solutions
- Information Security and Data Analytics
Languages
English
Certification
- Cybersecurity and Control
- Quality Assurance Program
- Workforce Management and Scheduling
- LEAD: Calls Forecasting
- LEAD Ethics and Quality Assurance
- LEAD: Performance Development Planning
- LEAD: Communication and Compliance
- WFM and Forecasting
- Coaching and Emotional Intelligence
- Emotional Intelligence in PBO
Timeline
Operations Supervisor Customer Retention Specialist
Teleperformance
07.2023 - Current
Supervisor, Customer Experience
NORDIA INC
11.2022 - 06.2023
Customer Service Consultant
ROGERS COMMUNICATION
08.2022 - 11.2022
Technical Support – Owner Experience
Stanbic IBTC Bank
08.2018 - 07.2022
B.Sc. - Mathematics
University of Ibadan
National Certificate of Education - Mathematics and Physics
Diploma in Software Development -
Shaw Academy
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