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Kazeem Jagun

Kazeem Jagun

Customer Service Manager

Telecommunications

Brandon, Manitoba

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Services offered

I am a talented, ambitious and hardworking individual, with broad skills and experience in client service industry, marketing, social media and leading projects. Furthermore, I am adept at handling  multiple tasks on a daily basis competently and at working well under pressure.

 

A key strength is communication; building strong relationships with people in order to deliver the best results.

 

Customer service manager
Customer care supervisor
Customer care representative
Approximate rate: Not specified

Experience

AUG 2018 – DECEMBER 2022

CUSTOMER CARE SUPERVISOR- IKEJA ELECTRIC PLC, LAGOS-NIGERIA 

  • 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 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.
  • Assisted the team in resolving complex customer inquiries, complaints & requests 
  • Responded to all regulatory complaints via all channels (voice, email, letters, social media) by increasing customer satisfaction by 92%.
  • Managed the business Customer Relationship Management (CRM) dashboard and provide appropriate daily feedback.
  • Ensured that all issues, calls, and requests from customers from the various touchpoints are documented and reported in the support system via ticket creation.

 

JAN 2016 – JUL 2018

Customer CARE REPRESENTATIVE, IKEJA ELECTRIC PLC LAGOS-NIGERIA

  • Answering customer inquiries via phone, email, or chat and resolving customer issues in a timely and effective manner.
  • Listening actively to customers and understanding their needs, complaints, or concerns.
  • Explaining products or services to customers and assisting them with purchasing decisions.
  • Upselling and cross-selling products or services when appropriate.
  • Maintaining accurate and up-to-date customer records in the company's database.
  • Escalating more complex or unresolved issues to the appropriate team or manager.
  • Working with other teams or departments to resolve customer issues.
  • Staying up-to-date on company products, policies, and procedures.
  • Meeting or exceeding customer service performance goals and metrics.

 

Education

Bachelors of Technology(B.Tech) Nigeria 

Certificate in Business Analysis(CBAP),Alberta

Diploma Certificate (Anti Money Laundering)Allison

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