Open to opportunities

Ajoke Ahmed

@ajokeahmed

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Proactive Customer Care Manager with 6 years of experience.

Nigeria

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What I'm looking for

I am looking for a role that values customer-centric approaches and offers opportunities for team development and operational excellence.

I am a proactive Customer Care Manager with over six years of experience leading high-performing teams in the customer service sector. My expertise lies in driving customer satisfaction, resolving complex issues, and optimizing workflows to enhance operational efficiencies. I have a strong track record of exceeding key performance indicators, such as reducing response times and increasing customer retention through strategic initiatives and a customer-first approach.

Throughout my career, I have successfully managed teams in various capacities, including as a Telesales Manager and Team Leader in both outbound and inbound operations. My leadership style focuses on training and developing team members to foster a positive service culture and ensure exceptional customer experiences. I am dedicated to enhancing customer loyalty and have consistently delivered results that reflect my commitment to service excellence.

Experience

Work history, roles, and key accomplishments

Current

Telesales Manager

Current

Buypower.ng

Sep 2021 - Present (3 years 9 months)

Responsible for contacting potential or existing customers to inform them about products or services, maintaining product knowledge, and closing sales. Also assists sales colleagues in arranging meetings and follows up with leads.

Sales Customer Service Lead Generation CRM Systems Product Knowledge Team Collaboration Customer Engagement

Team Leader - Outbound Operations

Fair Money Loan Recovery Unit (iSONxperineces)

Feb 2021 - Sep 2021 (7 months)

Managed a team of 20 Customer Service Representatives, focusing on loan recovery. Responsible for training, performance monitoring, and escalating unresolved issues.

Team Management Training Performance Monitoring Conflict Resolution Customer Service Loans Escalation Management Leadership Reporting

Team Leader - Inbound Operations

Airtel NG (iSONxperineces)

Apr 2019 - May 2021 (2 years 1 month)

Supervised a team of 30 Customer Service Representatives, ensuring high-quality customer service and effective performance monitoring. Managed customer relationships and escalated unresolved issues.

Customer Service Team Leadership Performance Management Customer Management Training Customer Relationship Management Communication Skills Problem Solving Reporting

Customer Service Representative

Airtel NG (iSONxperineces)

Oct 2017 - May 2021 (3 years 7 months)

Provided technical support and resolved client requests in multiple languages. Implemented upselling techniques and delivered exceptional customer service, meeting performance targets.

Technical Support Customer Service Upselling Performance Targeting Product Knowledge Client Services

Education

Degrees, certifications, and relevant coursework

Polytechnic of Ibadan

Higher National Diploma, Public Administration

Completed a Higher National Diploma in Public Administration, focusing on the principles and practices of public service management and administration.