VICTOR FALOPE
Walsall
Summary
A dynamic and passionate Customer Service Manager with 5 years of experience driving customer adoption, retention, and growth. Proven track record of building strong relationships, identifying customer needs, and proactively implementing solutions to maximize value. An expert in onboarding, training, and ongoing customer support, ensuring a positive and successful customer journey. Passionate about understanding customer challenges, boosting sales performance, enhancing product awareness, revamping brand image and fostering long-term partnerships. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations.
Overview
6
6
years of professional experience
4
4
Certifications
Work History
Customer Service Manager
VITAFOAM NIGERIA PLC.
10.2022 - 03.2024
- Led a team of 4 customer service representatives in providing exceptional service via phone, email, and chat
- Increased customer satisfaction by 65% through implementing new training programs and performance improvement initiatives
- Improved team efficiency by 20% through streamlining processes and leveraging customer service software
- Reduced customer churn by 4% by developing and implementing a proactive customer retention strategy
- Mentored and coached team members, fostering a culture of continuous learning and development.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
Call Centre Customer Service Representative
VITAFOAM NIGERIA PLC.
11.2018 - 10.2022
- Achieved 78% customer satisfaction rating by actively listening to customer needs and exceeding expectations
- Provided exceptional customer service via phone, email, and chat, resolving inquiries and complaints in timely and efficient manner
- Improved customer service experience, create engaged customers and facilitated organic growth
- Analyzed consumer feedback data from activations to identify key insights on consumer preferences and behaviours, leading to development of tailored marketing strategies that resulted in 10% boost in customer retention rates
- Developed strong product knowledge and effectively communicated complex information to customers in clear and concise manner
- Increased customer retention rate by 45% through implementing new customer loyalty program.
Program Manager
Genius Hub
11.2017 - 06.2018
- Managed and supervised administrative and daily program operations, complying with policies and regulations.
- Established strong relationships with key stakeholders, ensuring support for program initiatives.
- Development, Ideation and Strategy Implementation of a program designed to rehabilitate and integrate deportees into the Nigerian society.
- Coordinated a comprehensive onboarding program for the deportees, resulting in 50% of participants successfully finding employment within 100 days of reintegration.
- Coordinated the development and execution of a skills training program for women and the less privileged, resulting in an 10% increase in job creation rates within six months in the state.
Education
Bachelor of Science - Sociology And Anthropology
Obafemi Awolowo University
Ile-Ife, Nigeria09.2016
Skills
- Customer Service
- Call Centre Management
- Problem-Solving
- Exceptional telephone etiquette
- Active Listening
- Microsoft Outlook, Word, and Excel
- Time Management
- Decision-Making
- Customer Relationship Management (CRM)
- Communication (Written & Verbal)
- Strong Work Ethics
- Complaint resolution
- Team Building and Leadership
- Negotiation
- Digital Marketing
Certification
- Reed: Office Management, Business Administration & Retail Customer Service - Level 4 Diploma, 2024
- Strategic Brand Management, 2022
- LinkedIn: Digital Body Language; Communication Foundations, 2021
- Google Digital Skills For Africa: The Fundamentals of Digital Marketing Certification, 2020
- Insight Redefini: Marketing Communications Training, 2019
Volunteer Experience
NYSC, Okada, Nigeria, Project Coordinator, Sustainable Development Goals (Apr. 2017 - Oct. 2017)
- Organized and facilitated 10 community workshops on girl child education, reaching over 200 parents and resulting in a 15% increase in enrollment of girls in local schools.
- Collaborated with local schools to host an educational fair promoting girl child education, attracting over 500 attendees and increasing the number of enrolled girls by 30%.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Manager
VITAFOAM NIGERIA PLC.
10.2022 - 03.2024
Call Centre Customer Service Representative
VITAFOAM NIGERIA PLC.
11.2018 - 10.2022
Program Manager
Genius Hub
11.2017 - 06.2018
Bachelor of Science - Sociology And Anthropology
Obafemi Awolowo University
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