About the Candidate

KALEJAIYE HABEEB

554, Jackdaw Avenue, Ottawa Ontario K2G 6N1 | kalejaiyehabeebbabatunde@gmail.com | 343-463-3160

 

PROFILE

§  A customer-centric professional with proven experience in providing support to customers by identifying opportunities promoting strategies and increasing internal and external customer satisfaction.

§   Excellent interpersonal, and communication skills, displaying a detail-oriented approach when working with cross-functional teams and facing customers to provide innovative solutions across diverse roles.

 

WORK HISTORY AND RELEVANT EXPERIENCE

Sylken Limited

Customer Experience Quality Analyst                                                                    01/2020 – 06/2024

§  Monitored, evaluated, and reviewed interactions of call center agents (Inbound Contact Center and Telesales) to ensure quality levels are maintained and compliance policies are adhered to.

§  Engaged call center agents to provide adequate training, coaching, and mentorship as a fallout of training needs identified from evaluated and reviewed interactions.

§  Reviewed weekly interactions to identify and glean insights, identify opportunities and customer pain points to include in weekly management reports for process improvements.

§  Conducted monthly team appraisals to evaluate KPIs and call center metrics aligned with OKRs as pre-defined by the business to identify required adjustments before quarterly review.

§  Developed E-Learning, FAQ, and Training syllabuses to help acclimatize end users to the efficient use of processes and tools.

 

Benjamin Michaels Limited

Customer Support and Success Officer – Contact Center                                     09/2017 – 12/2020

§  Handled inbound customer interactions across various channels (Calls, Emails, and Chat Platforms) towards resolving customer concerns and complaints.

§  Provided product information and engaged in cross-selling and up-selling product offerings.

§  Mentored and coached new hires and existing employees on performance improvement plans.

§  Supported product managers with user testing and feedback gathering prior to product launch.

§  Processed customer requests, maintain customer information, and documented call information according to standard operating procedures.

§  Reviewed open customer complaints exceeding TAT for follow-up and engaged survey respondents with pain points toward closing the loop and service recovery.

 

Customer Services Representative                                                                        01/2016 – 08/2017

§  Onboarded and conducted on-the-job training of service officers, setting KPIs, and monitoring performance to foster feedback and boost staff development.

§  Processing customer requests and resolution of customer complaints while providing advisory services to walk-in customers with emphasis on E-Channel usage, safety, and benefits.

§  Processed personal and business transactions accurately following strict policies and procedures.

§  Provided guidance on company’s service, guidelines, directives and procedures.

§  Fostered a customer-centric culture and promoted an innovative attitude toward processes and organizational strategy while maintaining work tool adequacy.

 

Environment: Microsoft Office (Excel, Word, PowerPoint & Outlook), Google Suite (Docs, Sheets, Slides, Meet, Forms & Calendar), Teams, Salesforce CRM, Social Media (Facebook, Twitter, WhatsApp, Live Chat), Manage Engine.

 

 

 

 

AREAS OF EXPERTISE

·        Service Experience Design

·        Digital Customer Support – Mobile Applications

·        Complaint Management & Ticketing
·        Call Centre Management

·        Inbound Contact Center

·        Telesales and Marketing
 

EDUCATION

·        MSc Biochemistry, University of Lagos, Akoka, Lagos State, Nigeria.

·        Bachelor of Science, Biochemistry. Olabisi Onabanjo University, Ago-Iwoye, Ogun State, Nigeria

·        Secondary School Certificate Examination, Homat Comprehensive College, Ikorodu, Lagos State, Nigeria.