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OPEYEMI SESAN OSIKOYA
Ontario,Canada
Summary
A dedicated and results-driven professional with extensive 5+ years of experience in customer service, call center operations, and senior client services management. Possessing a proven track record of delivering exceptional customer experiences, driving client satisfaction, and optimizing operational efficiency. Achieved 95% customer service experiences through client post-call feedback survey by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty. Adept at building strong relationships with clients, resolving complex issues, and leading high-performing teams to achieve organizational goals. Skilled in managing multi-channel communication platforms, implementing process improvements, and exceeding performance targets. Seeking opportunities to leverage my expertise in customer service and client management to drive business success and foster long-term customer relationships.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Senior Client Services Manager
Alka
12.2021 - 01.2024
- Managed approximately 30 incoming calls, emails, and faxes per day from customers.
- Acted as the primary point of contact for key clients, cultivating trust and rapport through regular communication, meetings, and personalized support,
- Conducted regular follow-ups to address client inquiries, concerns, and feedback, ensuring prompt resolution and maintaining customer satisfaction,
- Collaborated cross-functionally with internal teams to coordinate client requests, manage expectations, and deliver customized solutions tailored to client needs,
- Developed and implemented strategic initiatives to expand client base, drive revenue growth, and meet sales targets,
- Identified new business opportunities within existing accounts, upselling additional products and services to maximize revenue potential,
- Participated in product demonstrations, presentations, and promotional events to showcase our offerings and attract prospective clients,
- Implemented retention strategies to minimize client churn and increase customer lifetime value,
- Established loyalty programs and incentives to reward repeat business and foster long-term relationships with clients,
- Conducted regular client satisfaction surveys to gather feedback, identify areas for improvement, and enhance overall service quality,
- Conducted market research and competitor analysis to stay abreast of industry trends, emerging technologies, and competitive landscape,
- Utilized insights to identify market gaps, refine product offerings, and develop targeted marketing strategies to capitalize on opportunities,
- Provided mentorship and guidance to junior team members, facilitating their professional development and ensuring alignment with organizational goals,
- Conducted training sessions on product knowledge, sales techniques, and customer service best practices to enhance team performance and effectiveness.
Customer Service Representative
Bakes And Brews Limited
06.2019 - 11.2021
- Answered constant flow of customer calls with 3mins
minimal wait times, - Accomplished daily administrative tasks using Microsoft Outlook for correspondence, which yielded 63% to work efficiency, translating to 29% increase in work output,
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction,
- Answered customer telephone calls promptly to avoid
on-hold wait times, - Provided primary customer support to 15 internal and
10 external customers, - Clarified customer issues and determined root cause of problems to resolve product or service complaints,
- Developed and updated databases to handle customer data,
- With forward-thinking strategies focused on addressing customer needs and resolving concerns, achieved 93% customer satisfaction through surveys and post-call feedback,
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly,
- Handled customer inquiries and suggestions courteously and professionally.
- Increased efficiency and team productivity by promoting operational best practices,
Education
Bachelor of Science -
Caleb University
LagosSkills
- Excellent Communication
- Empathy
- Patience
- Problem-Solving
- Adaptability
- Time Management
- Positive Attitude
- Active Listening
- Teamwork and Collaboration
- Negotiation
- Administration and Reporting
- Teamwork
- Resilience
- Relationship Management
Software
Mac, I, Windows, Android and Linux
Zendesk
VMware
Google Workspace
Microsoft Word
Microsoft Excel
Zoom
Microsoft Teams
Zoom
Livechat
Google Meet
Languages
English
Full Professional
French
Elementary
Yoruba
Native or Bilingual
Hobbies
Public Speaking,
Reading,
Volunteering,
Fitness and Wellness,
Traveling,
Continuous Learning,
Networking,
Photography,
Cooking and Baking,
Music (Karaoke).
Certification
- Foundations: Data, Data, everywhere (Google), 06/2023
- Content Marketing (Hubspot), 08/2022
- Growth Driven Design (Hubspot), 08/2022
- Methodology of Inbound (Hubspot), 08/2022
- Inbound Social Media strategy (Hubspot), 08/2022
Timeline
Senior Client Services Manager
Alka
12.2021 - 01.2024
Customer Service Representative
Bakes And Brews Limited
06.2019 - 11.2021
Bachelor of Science -
Caleb University
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