Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Certification
Timeline
Generic

Lola Shotinwa

Head Of Customer Support
London

Summary

Seasoned Head of Customer Support with a proven track record of pioneering customer support teams and strategies within innovative environments. Skilled at orchestrating the integration of omni-channel support systems to enhance the user experience through journey mapping, resulting in improved customer satisfaction and loyalty. Recognized for fostering excellence in team performance and identifying process inefficiencies, implementing solutions through automation and strategic third-party collaborations. Leveraging data analytics, consistently setting and surpassing performance goals while bridging the gap between engineering design and operational execution. Proficient in developing and implementing customer service strategies that enhance overall customer satisfaction. Known for expertise in conflict resolution, process improvement, and cross-functional collaboration. Demonstrated success in leading large support teams, driving customer-centric initiatives, and achieving high-performance standards in fast-paced environments.

Overview

10
10
years of professional experience
4
4
years of post-secondary education
2
2
Certifications

Work History

Head of Customer Support

Fluro
London, England
10.2023 - Current
  • Achieved 15% increase in net promoter score (NPS) within 12 months by establishing current NPS benchmarks through surveys and setting strategic targets.
    • Attained 20% reduction in average first response time to customer inquiries over 6 months by measuring current response times and setting precise reduction goals.
    • Achieved a 25% decrease in average resolution time for customer issues within 9 months by assessing current resolution metrics and defining clear reduction targets.
    • Implemented customer feedback loop generating at least 10 significant process improvements over next year by establishing robust feedback collection and analysis processes, and tracking the implementation of actionable insights.
  • Drove the development and implementation of customer support strategies for the innovative app launch, focusing on delivering a seamless user experience.
  • Fostered strong relationships with key stakeholders within the company, including product development, sales, and marketing teams, to enhance collaboration on initiatives that impact customer experience.
  • Collaborated with cross-functional teams to identify areas of opportunity for product enhancements based on customer feedback.
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Managed vendor relationships to secure optimal resources for enhancing customer experience with available tools and technologies.
  • Acted as a customer advocate within the organization, driving improvements in processes and product offerings based on direct feedback from clientele and support team insights.
  • Enhanced customer satisfaction by implementing new support strategies and streamlining communication processes.
  • Streamlined internal knowledge management systems to provide rapid access to relevant information for both customers and support staff.
  • Oversaw a multi-tiered support structure to address varying levels of complexity in customer issues more efficiently.

Head of Customer Support

Cardeo
London
09.2022 - 10.2023
  • Led the creation of customer support operations for Cardeo, a seed-stage credit card management app startup, ensuring alignment with the company's mission and values.
  • Increased customer retention rates through proactive engagement, consistent follow-ups, and attentive issue resolution.
  • Streamlined internal knowledge management systems to provide rapid access to relevant information for both customers and support staff.
  • Ensured compliance with industry standards and regulations while maintaining an exceptional level of service quality across all channels of support delivery.
  • Reduced response times for customer inquiries by refining support team workflows and using efficient ticketing systems.
  • Managed approximately 30 incoming calls, emails and live chats per day from customers.

Customer Support Lead

Habito
London, England
03.2017 - 09.2022
  • Spearheaded Mortgage Administrator role, overseeing 16-member team, and earned prestigious title of customer service champion 2021 at British banking awards.
  • Conducted regular performance evaluations and provided constructive feedback for continuous improvement among team members.
  • Mentored junior team members, providing guidance on best practices and professional development opportunities.
  • Established quality assurance protocols that led to consistent delivery of high-quality customer service experiences.
  • Served as escalation point for critical client issues, working closely with stakeholders to achieve resolution.
  • Developed comprehensive knowledge base articles that allowed customers to effectively self-serve when appropriate.
  • Coordinated efforts with product management teams to ensure effective user experience based on customer feedback.
  • Enhanced customer retention rate by 10% over next year by calculating current retention metrics and establishing concrete improvement targets.
    • Attained 90% satisfaction rate in customer support interactions over next year by leveraging current satisfaction survey data and setting high-performance benchmarks.
    • Steered execution of comprehensive training programme to achieve at least 90% team certification within 6 months by developing and deploying effective training modules and tracking certification completion.
    • Reduced support tickets related to recurring issues by 30% within 12 months by identifying and documenting recurring problems, and executing targeted problem resolution and process improvements.
    • Increased usage of self-service resources by 40% within 6 months by measuring current inbound query rates and setting ambitious growth targets.

Primary Servicing Specialist

Pepper Money
London, England
08.2014 - 01.2016
  • Supported migration projects and facilitated new client on-boarding.
  • Optimized department efficiency by developing standardized templates for commonly used documents, streamlining daily tasks for all team members.
  • Streamlined processes for faster resolution times, effectively managing servicing requests and inquiries.
  • Improved customer satisfaction by efficiently addressing and resolving servicing issues in a timely manner.
  • Provided training to new employees, ensuring consistent service quality across the team.
  • Maintained up-to-date knowledge of industry regulations to ensure compliance when handling sensitive customer information and transactions.
  • Affirmed loan document accuracy to protect lenders from potential fraud.
  • Tracked loan status and updated applicant information to inform lenders of changes to applicants' financial situation.
  • Set up, stored and updated customer files, department records and regulatory paperwork.
  • Managed approximately 50 customer redemptions per week.
  • Used Pheobus systems to generate approximately100 mortgage and arrears statements per month.
  • Collaborated with internal departments, facilitating seamless communication and coordination for optimal customer service experiences.

Education

BA(Hons) Business Management & Leadership -

London Metropolitan University
London, ENG
10.2008 - 05.2012

Skills

Regulatory Requirements Collaboration

Customer Journey Mapping

Data Analytics and Performance Metrics

Omni-channel Support Integration

Negotiation with 3rd Party Vendors

Strategic Planning and Execution

Team Leadership and Development

Recruitment and Training

Process Automation

Data reconciliation reporting

Trend detection and analysis

Complaint resolution

Accomplishments

  • Achieved 15% increase in net promoter score (NPS) within 12 months by establishing current NPS benchmarks through surveys and setting strategic targets.
  • Attained 20% reduction in average first response time to customer inquiries over 6 months by measuring current response times and setting precise reduction goals.
  • Realised 25% decrease in average resolution time for customer issues within 9 months by assessing current resolution metrics and defining clear reduction targets.
  • Enhanced customer retention rate by 10% over next year by calculating current retention metrics and establishing concrete improvement targets.
  • Attained 90% satisfaction rate in customer support interactions over next year by leveraging current satisfaction survey data and setting high-performance benchmarks.
  • Steered execution of comprehensive training programme to achieve at least 90% team certification within 6 months by developing and deploying effective training modules and tracking certification completion.
  • Reduced support tickets related to recurring issues by 30% within 12 months by identifying and documenting recurring problems, and executing targeted problem resolution and process improvements.
  • Increased usage of self-service resources by 40% within 6 months by measuring current utilisation rates and setting ambitious growth targets.
  • Implemented customer feedback loop generating at least 10 significant process improvements over next year by establishing robust feedback collection and analysis processes, and tracking the implementation of actionable insights.

Affiliations

  • Prince2 - APMG - March 2021
  • Certified Scrum Master - Scrum Alliance - October 2021 - October 2021

Certification

Prince2 APMG

Timeline

Head of Customer Support

Fluro
10.2023 - Current

Head of Customer Support

Cardeo
09.2022 - 10.2023

Scrum Master

10-2021

Customer Support Lead

Habito
03.2017 - 09.2022

Prince2 APMG

07-2016

Primary Servicing Specialist

Pepper Money
08.2014 - 01.2016

BA(Hons) Business Management & Leadership -

London Metropolitan University
10.2008 - 05.2012

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Lola ShotinwaHead Of Customer Support