Toyibat Ayomide Atanda
Customer Experience Team Lead
Ibadan, NG.About
Dedicated and results-driven Customer Experience Team Lead with 3+ years of experience specializing in enhancing customer satisfaction and driving business growth within the telecommunications sector. Proven expertise in resolving complex issues, improving customer retention, and optimizing overall customer experience through effective communication, problem-solving, and CRM proficiency. Adept at coaching teams, monitoring performance metrics, and fostering strong customer and stakeholder relationships to drive continuous improvement and success.
Work
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Summary
Led a customer experience team, providing strategic guidance and monitoring performance to enhance service quality and drive agent development.
Highlights
Guided Customer Experience Agents, providing clear context and strategic direction to align team efforts with departmental goals and service standards.
Assessed agent performance by monitoring inbound and outbound calls, identifying key areas for improvement in demeanor, technical accuracy, and customer service delivery.
Coached and developed agents through constructive feedback and tailored training programs, enhancing individual performance and addressing knowledge gaps to ensure exceptional service delivery.
Monitored and analyzed key performance metrics, including customer satisfaction, first-call resolution, and net promoter score, utilizing data insights to drive continuous improvement and team excellence.
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Summary
Provided comprehensive customer support across multiple channels, resolving inquiries and collecting feedback for product development.
Highlights
Provided prompt and courteous customer assistance across diverse communication channels, including phone, email, live chat, and social media platforms.
Resolved complex customer inquiries, complaints, and technical issues related to the Geotopup Cheap Data app, ensuring efficient resolution of airtime, data, and billing concerns.
Managed billing-related inquiries, including payment processing, refund requests, and subscription management, adhering strictly to company policies and procedures.
Collected and documented valuable customer feedback and complaints, relaying insights directly to the development team to inform product enhancements and feature improvements.
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Summary
Engaged potential and existing customers to promote products/services and resolve grievances while directing leads to sales.
Highlights
Engaged potential and existing customers to provide comprehensive product/service information, effectively addressing inquiries and clarifying details.
Directed qualified prospects to the field sales team, optimizing lead conversion processes and contributing to sales targets.
Managed customer grievances effectively, preserving company reputation and fostering positive customer relationships through timely and empathetic resolution.
Kaduna, Kaduna State, Nigeria
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Summary
Fulfilled national youth service requirements, contributing to institutional support and community development initiatives.
Highlights
Completed mandatory national service, contributing to educational support and community engagement activities at Command Secondary School, Kaduna.
Skills
Communication
Verbal Communication, Written Communication, Active Listening, Customer Inquiry Resolution, Personalized Solutions.
Problem-Solving
Analytical Skills, Issue Resolution, Complex Problem Solving, Conflict Resolution.
Customer Service
Customer-Centric Mindset, Customer Loyalty, Service Excellence, Customer Satisfaction, Product Knowledge.
Technical Skills
CRM Software, Freshdesk, Zoom, Slack, Microsoft Office Suite, Remote Work Tools.
Leadership & Teamwork
Team Leadership, Coaching & Development, Performance Monitoring, Team Collaboration, Cross-functional Support.
Operational Management
Time Management, Productivity Optimization, Multitasking, Attention to Detail, Quality Assurance.