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@kayodeayeni1
Senior customer service leader and virtual assistant driving retention and operational excellence.
United StatesI 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.
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Work history, roles, and key accomplishments
Cochlear Ltd
Jun 2022 - Present (3 years 5 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.
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%.
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.
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.
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.
Degrees, certifications, and relevant coursework
UTMaster of Science, Computer Science
2014 - 2016
Completed a Master of Science in Computer Science from August 2014 to June 2016 in Denton, TX.
SUBachelor of Business Administration, Business Administration
2010 - 2014
Completed a Bachelor of Business Administration from August 2010 to June 2014.
Software and tools used professionally
United StatesYou can contact Kayode and 90k+ other talented remote workers on Himalayas.
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