BENEDICT BABAJIDE BAMIGBOYE
WEDNESBURY,UNITED KINGDOM
Summary
A supervisor support expert skilled in team leadership, management and operational improvements. Excel at boosting team morale and productivity through clear communication and positive reinforcement. Successfully implemented process changes that streamlined workflow and enhanced customer satisfaction.
Overview
7
7
years of professional experience
10
10
years of post-secondary education
Work history
SUPERVISOR SUPPORT EXPERT
TELEPERFORMANCE UK
UNITED KINGDOM
2026.03 - Current
- Conducted one-on-one coaching sessions to enhance agent performance and elevate customer experience.
- Performed call listening and quality reviews to check customer interactions and compliance.
- Facilitated monthly performance reviews assessing KPIs, quality scores, attendance, productivity, satisfaction, and goals.
- Developed and implemented individual performance improvement plans for under-performing agents, with follow-up.
- Monitored KPIs, QA, CSAT, AHT, FCR, adherence and productivity.
- Identified coaching opportunities through trend analysis and recommend improvement strategies.
- Supported new hires with nesting and transition coaching for product for product knowledge and call handling.
- Maintained accurate documentation for coaching sessions, call evaluations, MPR discussions, actions, outcomes.
- Assisted in resolving agent performance concerns with guidance, motivation, and development support.
- Ensured compliance with company policies, client requirements, and regulatory standards.
- Tracked coaching effectiveness by monitoring post-coaching performance and recommending further development.
CUSTOMER SUPPORT EXPERT
TELEPERFORMANCE UK
UNITED KINGDOM
2024.06 - 2026.02
- Accurately recorded and updated claimant information, ensuring compliance with confidentiality regulations.
- Guided customers through Universal Credit application processes via online and phone claims.
- Explained Universal Credit system, detailing payment calculations, dates, and changes.
- Facilitated access to online accounts for claimants by coordinating with Job Centre inquiries.
- Informed claimants about additional financial support options and addressed payment complaints.
- Assisted individuals in comprehending entitlements and navigating complex financial situations.
- Updated Universal Credit claims for phone claimants following changes in circumstances.
- Escalated complex cases to case managers or relevant departments as necessary.
IT HELP DESK
FEJUDAM SERVICES LIMITED
2019.01 - 2024.05
- Provided remote support for product functionality and troubleshooting maintenance tasks.
- Handled first-line IT support for hardware, software, and general queries through various communication methods.
- Acted as central contact point for end users, ensuring optimal service delivery.
- Logged and managed IT incidents, ensuring timely updates and resolutions.
- Identified risks in technical infrastructure proactively to prevent downtime.
- Collaborated with Head of IT & Projects to streamline incident prioritization and resolution processes.
- Managed user permissions through Active Directory effectively.
- Gathered data for reporting while suggesting improvements to services.
Education
M.SC - COMPUTER SCIENCE
IGNATIUS AJURU UNIVERSITY OF EDUCATION
PORT HARCOURT, NIGERIA 2022.09 - 2025.06
MASTERS IN INFORMATION TECHNOLOGY - INFORMATION TECHNOLOGY
UNIVERSITY OF LAGOS
LAGOS, NIGERIA 2012.10 - 2014.09
B.TECH - COMPUTER ENGINEERING
LADOKE AKINTOLA UNIVERSITY OF TECHNOLOGY
OGBOMOSO, NIGERIA 2004.05 - 2009.10
EVOLUTION TRAINING - LEADERSHIP MANAGEMENT
TELEPERFORMANCE UK
2026.04 - 2026.04
JUMP TRAINING - LEADERSHIP MANAGEMENT
TELEPERFORMANCE UK
2025.11 - 2025.12
Skills
- Leadership and Communication Skills
- Operational Skills
- Technical Skills
- Customer Service Relationship Management
- KPI and Data Analysis Skills
- Coaching and Performance Management Skills
- Quality Assurance and Call Review Skills
- Problem Solving and Conflict Resolution Skills
Timeline
EVOLUTION TRAINING - LEADERSHIP MANAGEMENT
TELEPERFORMANCE UK
2026.04 - 2026.04
SUPERVISOR SUPPORT EXPERT
TELEPERFORMANCE UK
2026.03 - Current
JUMP TRAINING - LEADERSHIP MANAGEMENT
TELEPERFORMANCE UK
2025.11 - 2025.12
CUSTOMER SUPPORT EXPERT
TELEPERFORMANCE UK
2024.06 - 2026.02
M.SC - COMPUTER SCIENCE
IGNATIUS AJURU UNIVERSITY OF EDUCATION
2022.09 - 2025.06
IT HELP DESK
FEJUDAM SERVICES LIMITED
2019.01 - 2024.05
MASTERS IN INFORMATION TECHNOLOGY - INFORMATION TECHNOLOGY
UNIVERSITY OF LAGOS
2012.10 - 2014.09
B.TECH - COMPUTER ENGINEERING
LADOKE AKINTOLA UNIVERSITY OF TECHNOLOGY
2004.05 - 2009.10