Vincent Omogunwa
Woodbridge,ON
Summary
Experienced Customer Service professional with six years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Supervisor
Fantein Limited
Lagos, Nigeria
08.2022 - 12.2023
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Kept high average of performance evaluations.
- Fostered strong relationships with key accounts by providing personalized care and attention in managing their concerns.
- Created customer support strategies to increase customer retention.
- Reduced employee turnover by cultivating a supportive culture focused on professional growth opportunities and recognition of achievements.
- Completed bi-weekly payroll for 25 employees.
Customer Service Officer
Ha-Shem Limited
Lagos, Nigeria
06.2021 - 07.2022
- Managed timely and effective replacement of damaged or missing products.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Reduced response time by managing high call volumes while maintaining a professional demeanor under pressure.
- Improved first-contact resolution rate by efficiently handling customer queries during initial interactions.
- Managed approximately 30 incoming calls, emails and faxes per day from customers.
Customer Support Representative
Business Travel Management
Lagos, Nigeria
01.2018 - 04.2021
- Identified trends in customer feedback and recommended product improvements to management teams.
- Monitored system performance to identify potential issues.
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
- Contributed ideas and practical solutions to support process improvement efforts.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
Education
Diploma - Personal Support And Child Care
Canadian Career Education College
Toronto, ON12.2024
Master of Arts - Philosophy
University of Lagos
Lagos, Nigeria01.2019
Bachelor of Arts - Philosophy
Adekunle Ajasin University,
Akungba- Akoko, Ondo State, Nigeria06.2014
Skills
- Leadership and Change Management
- Coordinating Service Initiatives
- Staff Scheduling
- Report Writing
- Work Prioritization
- Office Management
- Training programs
- Performance Management
Languages
English
Full Professional
French
Elementary
Certification
- Transformational Leadership- Alison
- Customer Service Training
Timeline
Customer Service Supervisor
Fantein Limited
08.2022 - 12.2023
Customer Service Officer
Ha-Shem Limited
06.2021 - 07.2022
Customer Support Representative
Business Travel Management
01.2018 - 04.2021
Diploma - Personal Support And Child Care
Canadian Career Education College
Master of Arts - Philosophy
University of Lagos
Bachelor of Arts - Philosophy
Adekunle Ajasin University,