SHOLA AKINJOBI
CUSTOMER SERVICE SUPERVISOR
Summary
A proactive and self-sufficient hardworking professional who is adapt at working in fast paced environments due to strong organisational and people management skills. Accustomed to high pressured positions, ability to set priorities, delivers qualitative output, prioritise multiple tasks, meet deadlines and provide quality service. Effective verbal and written communication skills with the ability to build rapport with clients in a short time. Seasoned Customer Service Supervisor with unmatched customer service record and successful strategic development. Develops strong working relationships with teams to boost performance and meet objectives. Experienced Customer service supervisor bringing 3 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
9
9
years of professional experience
6
6
years of post-secondary education
Work History
Customer Service Supervisor
Air Business Ltd
9 2022 - Current
- Overseeing and assessing customer service staff activities, and providing them with regular performance-related feedback
- Strategizing and monitoring the daily activities of customer service operations
- Assisting customer service staff with duties where required
- Training staff in areas of customer service and company policies
- Managing cashier coverage and customer flow to ensure proficient customer service
- Monitoring and authenticating returns, exchanges, and voids
- Investigating and solving customer service complaints
- Assisting with the development and implementation of service policies, and explaining these to staff and customers
- Maintaining documentation pertaining to customer service department activities
- Performing additional duties where needed
- Developing standard work procedures
- Collecting data and preparing reports.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Coached employees through day-to-day work and complex problems.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Created, prepared, and delivered reports to various departments.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Championed a customer-centric approach within the team, consistently encouraging empathy and understanding when interacting with clients.
- Created customer support strategies to increase customer retention.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Implemented effective scheduling strategies to optimize staff coverage during peak hours and minimize wait times for customers.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development across the team.
- Identified customer service trends to provide recommendations for process and procedural improvements.
- Spearheaded process improvements within the department that led to reduced response times for incoming inquiries.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Facilitated cross-functional initiatives between teams for improved coordination in addressing complex customer needs.
- Monitored call center data to assess trends, proactively implementing solutions for identified issues.
- Researched and corrected customer concerns to promote company loyalty.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Kept high average of performance evaluations.
- Interceded between employees during arguments and diffused tense situations.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
Administrative officer
Air Business Ltd
2022.01 - 2022.09
- Handle incoming phone calls and emails from existing and potential business customers on queries regarding the business, liaising with the relevant department to proffer solutions
- Purchasing inventories & equipment for the company
- Prepares Manifest by raising a Pre-Alert that notifies the company on incoming/ outgoing jobs to be received and sent out to different clients around the world
- Keeping records using excel spreadsheet to check for invoices, by raising Purchase order, using the company credit card to make instant purchases(for same day or next day delivery) for the company
- Use different Excel spreadsheet to keep records for the purchase order to check for payment due to suppliers, checking records for delivery of purchases and sending to the Accounts department for payments
- Use Excel spreadsheet to keep records of staff daily to support the HR department in staff wages and renumerations
- Arrange transport for outgoing/incoming consignment with different third party couriers to different locations within the United kingdom and to different countries and continents of the work
- Sends and receive emails from clients for different department of the business such as Mailhouse, E commerce, Despatch and Academic and Fulfilment.
- Maintained accurate records, ensuring timely processing of invoices, payments, and financial reports.
- Created, prepared, and delivered reports to various departments.
- Updated reports, managed accounts, and generated reports for company database.
- Provided exceptional support to the executive team by managing schedules, coordinating travel plans, and organizing meetings.
- Streamlined office processes by implementing efficient administrative systems and procedures.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Scheduled office meetings and client appointments for staff teams.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Performed wide-ranging administrative, financial and service-related functions.
- Planned and coordinated logistics and materials for board meetings, committee meetings, and staff events.
- Managed data and correspondence to secure information across complex landscapes of organizational departments.
Customer Service Assistant
Air Business Ltd
2021.09 - 2022.01
- Assist customers with opening of accounts and resetting their password on the company's website
- Receive and make call to customers to provide adequate details about the wellbeing of their parcels
- Create different spreadsheet for different queries which aids in the location of parcels
- Ensure that parcels are processed with the right values for customs evaluation
- Using the company's app, tickets are created for a customer with query which ensures that every customers email is confidential and resolved accordingly
- Ensure prohibited items are not sent , arrange collection with the customer to return to seller or company
- Keep daily record of parcels sent out daily and send a weekly report to my manager.
- Managed customer complaints effectively, offering solutions that exceeded expectations.
- Answered customer questions about product availability and shipment times.
- Achieved high levels of accuracy when processing transactions/orders which led to reduced errors and increased customer satisfaction.
- Assisted customers with product selection, providing detailed information on features and benefits.
- Handled high call volume while maintaining a professional demeanor and ensuring timely resolutions.
- Built strong relationships with customers and colleagues by providing friendly and personable service.
- Collaborated with team members to improve overall customer experience and boost company reputation.
- Provided exceptional support during peak hours as well as holidays and special events.
- Utilized problem-solving skills to address customer queries and complaints.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Maintained clean and organized work environment to maintain customer safety.
- Responded to customer calls and emails to answer questions about products and services.
- Demonstrated empathy towards customers during difficult situations while remaining composed under pressure.
- Refunded money and adjusted bills to resolve customer service or billing complaints.
- Responded proactively and positively to rapid change.
Manager
Procidos Pharmacy Limited
2019.01 - 2020.01
- Ensure that clients are satisfied with product sold
- Train staff on good customer relations
- Taking stocks of products on the shelf and give a report to the director
- Mange the accounts for the company and create a report using a trading profit and loss account to balance the cost of goods sold, purchases and expenses
- Take account of the expired drugs and disposing with the local health authorities
- Ensure that prescribed and controls drugs are sold properly
- Give discounts and incentive to returning and new customer.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Controlled costs to keep business operating within budget and increase profits.
- Onboarded new employees with training and new hire documentation.
- Planned and budgeted accurately to provide business with resources needed to operate smoothly.
- Improved safety procedures to create safe working conditions for workers.
Administrative Officer
SORS Investment company
2017.01 - 2019.01
- Receive and make calls with prospective and returning clinets
- Account for property investment( making reports on each property we cater for)
- Make purchases for raw materials needed for property development and maintenance
- Keep account of raw materials used to avoid misuse and misappropriation
- Advise prospective clients on services what we offer and remarkable landmark to show our Genuity as a company
- (property investment)
- Keep records using different spreadsheet and word documents
- Keep clients records and treat with utmost confidentiality
- Reports to the manager with a good report on account of income and expenses incurred
- Keep staff records and database for information and record purposes.
- Maintained accurate records, ensuring timely processing of invoices, payments, and financial reports.
- Created, prepared, and delivered reports to various departments.
- Updated reports, managed accounts, and generated reports for company database.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
Teacher
National Youth Service Corps
2015.01 - 2016.01
Education
BSc Insurance -
2009.01 - 2013.04
MSc Management - undefined
2020.01 - 2021.04
Skills
Excellent listening skills, quickly able to develop trust and rapport
Providing an empathic and supportive environment
Caring and understanding of individual needs and disabilities
Maintaining client’s independence with discretion and respect
Encouraging mobility and making as clients feel as comfortable as possible
Able to handle confidential information responsibly
Works effectively as part of a team
Friendly and approachable manner
Problem-Solving
Customer Relations
Team Building and Leadership
Complaint resolution
Decision-Making
Time Management
Sales Support
Training and mentoring
Service Delivery Optimization
Call Center Operations
Issue Resolution
Work Prioritization
Continuous Improvement
Workflow Management
Handling Escalations
Customer Service
Quality Assurance
MS Office
Customer Relationship Management (CRM)
Team Development
Leading Team Meetings
Report Generation
One Call Resolution
Complaint Handling
Escalation management
Call Monitoring
Delegating Work
Performance Management
Call Center Management
Coordinating Service Initiatives
Employee Scheduling
Research and due diligence
Performance Evaluation
Account Management
New Hire Training
Call flow maximization
Customer Service Management
Multitasking
Phone and Email Etiquette
Coaching and Mentoring
Reliability
Leadership Development
Handling Complaints
Interpersonal Skills
Team Collaboration
Data Entry
Multitasking Abilities
Team building
Employee Supervision
Analytical Skills
Team Leadership
Staff Management
Adaptability
Excellent Communication
Scheduling and calendar management
Additional Information
I enjoy cooking, listening to music, travelling to new places and meeting new people. I also enjoy spending time with family and socialising.
Personal Information
Date of Birth: 08/03/92
Timeline
Administrative officer - Air Business Ltd
2022.01 - 2022.09
Customer Service Assistant - Air Business Ltd
2021.09 - 2022.01
University Of Hertfordshire - MSc Management,
2020.01 - 2021.04
Manager - Procidos Pharmacy Limited
2019.01 - 2020.01
Administrative Officer - SORS Investment company
2017.01 - 2019.01
Teacher - National Youth Service Corps
2015.01 - 2016.01
University of Lagos - BSc Insurance,
2009.01 - 2013.04
Customer Service Supervisor - Air Business Ltd
9 2022 - Current