Funmike Balogun

1. Lekki Freeport Terminal | Lagos, Nigeria
   Customer Service Manager 11/2022 - 08/2023
   Formulated and executed customer service standards, policies, and procedures, achieving a 20% boost in customer satisfaction. Ensured strict compliance with safety regulations, resulting in a 15% reduction in
   incidents.
   Trained and supervised a customer service team, increasing service quality and collaboration with other departments, leading to a 25% increase in customer satisfaction scores.
   Structured team schedules strategically to achieve comprehensive customer coverage, boosting team efficiency by 15% and enhancing service levels and customer satisfaction.
   Led strategic initiatives: developed a vehicle booking system, upgraded terminal web portal, and introduced access technology (Mifare cards, RFID tags) for truck and driver registration. Resulted in a 30% efficiency gain
   and a 20% increase in customer loyalty.
2. Maersk Logistics | Apapa, Nigeria
   Financial Operations Associate 02/2020 - 10/2022
   Managed invoicing, receipts, and cost bookings for container logistics, reducing billing errors by 20%. Improved record-keeping accuracy by 10% and expedited shipment clearance by 15% through efficient tracking procedures.
   Optimized financial workflows, reducing invoice processing time by 30%, resulting in more efficient operations and timely financial reporting for Maersk Shipping and Logistics Company.
   Devised and executed strategies, analyzed data, and negotiated contracts, resulting in a 15% optimization of container logistics processes and operations, attaining cost savings and efficiency improvements.
   Provided critical back-end support to Maersk intermodal customer service team, contributing to a 20% reduction in customer query resolution time and ensuring seamless coordination between financial operations and customer support.
3. Guarantee Trust Bank | Lagos, Nigeria
   Customer Care Representative 05/2018 - 01/2020
   Achieved a 15% increase in first-call resolution by accomplishing targeted training programs, enhancing team expertise in addressing customer inquiries promptly and accurately.
   Exceeded monthly service benchmarks, and maintained a 90% and above customer satisfaction rating, contributing to a 10% improvement in overall customer experience.
   Streamlined call handling processes, reducing average call times by 20%, resulting in enhanced efficiency and allowing for increased call volume without compromising service quality
   Performed proactive customer outreach strategies, leading to a 25% reduction in customer complaints and fostering a positive perception of Guaranty Trust Bank's services among clients.

Conestoga College Institute of Technology And Advanced Learning | Kitchener, ON
Graduate Certificate in Strategic Global Business Management.
Expected in 04/2025
University of Lagos | Lagos, Nigeria
MBA in Business Administration
Expected in 02/2024
University Of Ilorin
Bachelor of Science in Chemistry
10/2016