JOHN O. OLAJUGBA
Saint John,NB
Summary
A dedicated and service-oriented customer service representative with 4 years of experience in managing customer-focused operations with soft skills in administrative and managerial support in fast-paced, high-stress environments has a proven track record of effectively handling customer complaints and inquiries, resulting in high levels of customer satisfaction and loyalty. A reliable and organized team player with excellent work ethics, and grew revenue for the company by at least 11% yearly (about $600,000 CAD) by providing the marketing department with customer survey feedback, which was used to tailor company products and services to align with customer needs and preferences effectively and efficiently.
Overview
5
5
years of professional experience
1
1
Certification
Work History
CUSTOMER SERVICE TEAM LEAD
TRIPLEJAY GLOBAL INVESTMENTS LIMITED
09.2020 - 12.2022
- Responsible for leading and managing customer service for over 250 clients and providing professional customer support, and ensuring maximum customer satisfaction
- Managing and ensuring that customer orders are delivered within expected time of delivery
- Ensuring that all Customers information are captured in database
- Keeping of records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Administering of customer satisfaction survey form to get feedback from customers
- Receiving and resolved to Customers complaints and inquiries in timely and satisfactory manner
- Providing leadership, training, and managing customer service team of 30 members on company policies and procedures
- Aided marketing department significantly by providing customer survey feedback for product and service positioning
- Surpassed customer satisfaction KPI by 30% in 2022 financial year.
CUSTOMER EXPERIENCE MANAGER
TRIPLEJAY GLOBAL INVESTMENTS LIMITED
05.2018 - 08.2020
- Provided customer relationship management with potential and existing investors and increased sales by 24% yearly.
- Answered high volume of incoming calls and provided exceptional customer service leading to customer satisfaction.
- Receiving and attending to over 50 customers complaints and enquiry daily through designated social media platforms (Facebook, Twitter and Instagram)
- Introduction of Customer relationship management software and training of team members efficiently
- Assisted customers with product information and order placement
- Ensuring value for money of customers by providing after sale support services
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
Education
MBA - Business Administration
University of New Brunswick Saint John
New Brunswick09.2023
Master of Science - Business Management
Covenant University Ota
Ogun09.2022
Bachelor of Science - Business Administration
Federal University of Agriculture Abeokuta
Ogun05.2019
Skills
- Client Rapport-Building
- Sales Expertise
- Customer Care
- Client Engagement
- Customer Service Excellence
- Team Contribution
- Microsoft Office
- Customer Retention Strategies
Certification
Professional Certificate in Human Resources Management (A.C.I.P.M) Chartered Institute of Personnel MAY 2022
Associate Chartered Account (A.C.A) Institute of Chartered Accountant of Nigeria JAN 2022
Management, Nigeria Project Management Professional (P.M.P) (In-View) Project management Institute
Timeline
CUSTOMER SERVICE TEAM LEAD
TRIPLEJAY GLOBAL INVESTMENTS LIMITED
09.2020 - 12.2022
CUSTOMER EXPERIENCE MANAGER
TRIPLEJAY GLOBAL INVESTMENTS LIMITED
05.2018 - 08.2020
MBA - Business Administration
University of New Brunswick Saint John
Master of Science - Business Management
Covenant University Ota
Bachelor of Science - Business Administration
Federal University of Agriculture Abeokuta
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