Open to opportunities

Kayode Ayeni

@kayodeayeni1

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Senior customer service leader and virtual assistant driving retention and operational excellence.

United States

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What I'm looking for

I seek a role where I can lead customer experience and operations, scale retention programs, mentor teams, and apply technical automation to improve service delivery.

I am a senior customer service professional and virtual assistant with 7+ years delivering premium customer support and executive-level administrative services for international clients. I lead cross-functional teams, design customer success programs, and implement processes that measurably improve retention and service delivery.

At Cochlear Ltd I led initiatives for enterprise clients with $2M+ annual contracts, managed a 12-person service team, and developed KPIs that improved service delivery by 40% while increasing retention by 28%. In prior roles I provided high-level support to C-suite executives, managed large online marketplace support operations, and administered Linux hosting environments with automated Python and shell scripting.

I combine technical proficiency (CRM platforms, workflow automation, analytics) with strong people and project management skills to reduce escalations, secure data, and optimize customer journeys. I seek roles where I can scale customer success, streamline operations, and mentor teams to exceed performance targets.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Manager

Current

Cochlear Ltd

Jun 2022 - Present (3 years 4 months)

Led customer experience initiatives for enterprise clients with $2M+ annual contracts, increasing retention by 28% and improving service delivery metrics by 40% through KPI development and a 12-person team leadership.

Customer Experience Retention Strategy KPIs Team Leadership Cross Functional Collaboration Service Delivery Enterprise Accounts

Senior Virtual Assistant

Orkin

Jun 2017 - Aug 2020 (3 years 2 months)

Provided high-level administrative support to six C-suite executives, managed complex international travel and meetings, and implemented a project management system that improved task completion rates by 45%.

Executive Support Travel Coordination Project Management Social Media Management Calendar Management

Customer Support Specialist

IonTuition

Sep 2018 - Feb 2020 (1 year 5 months)

Supported an online marketplace handling 10,000+ daily transactions, managed returns and dispute resolution with a 96% customer satisfaction rate, and reduced escalation rates by 30% via proactive communication.

Customer Support Customer Satisfaction Multichannel Support

Technical Customer Support Rep

Mercodia

Jan 2017 - Aug 2018 (1 year 7 months)

Administered 200+ Linux servers in HA environments, automated system tasks with Python and shell scripts, and designed DR and backup protocols achieving a 99.5% recovery SLA to support PCI compliance.

Linux Administration Python Shell Scripting Disaster Recovery PCI Compliance System Hardening Load Balancing

Customer Service Associate

Frontdoor Inc

Jul 2015 - Dec 2016 (1 year 5 months)

Handled inbound telecommunications customer service, processed account and billing changes, and achieved top-performer status for six consecutive months while contributing to service improvement initiatives.

Inbound Billing Account Management Customer Feedback Analysis Troubleshooting