Open to opportunities

Mayowa Ayeni

@mayowaayeni

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Customer Fulfillment Analyst focused on data-driven customer satisfaction.

Nigeria

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What I'm looking for

I seek a role that values data-driven decision-making and fosters customer-centric strategies.

I am a Customer Fulfillment Analyst with a strong background in data analysis and process optimization. My expertise lies in leveraging data to enhance customer satisfaction and loyalty, ensuring that every interaction aligns with business goals. I am passionate about creating seamless experiences that foster long-term relationships.

In my current role as Squad Lead at AFEX Commodities Exchange Ltd, I supervise a team of customer fulfillment representatives, achieving a 98% resolution rate within SLA. I have successfully implemented process improvements that increased agent productivity by 45% and improved customer satisfaction scores to 90%. My analytical skills enable me to identify pain points and collaborate with cross-functional teams to drive strategic initiatives that enhance the customer journey.

Experience

Work history, roles, and key accomplishments

Current

Squad Lead, Customer Fulfillment

Current

AFEX Commodities Exchange Ltd

Oct 2023 - Present (1 year 7 months)

Managed a team of seven customer fulfillment representatives, achieving a 98% resolution rate within SLA. Improved team productivity by 45% and customer satisfaction scores through effective training and process optimization.

Team Leadership Performance Management Customer Satisfaction Data Analysis Process Optimization Conflict Resolution Communication Skills Customer Relationship Management Quality Assurance

Team Lead (Inbound & Outbound), Customer Fulfilment

AFEX Commodities Exchange Ltd

Jan 2023 - Oct 2023 (9 months)

Led the Inbound and Outbound Customer Fulfillment team, enhancing efficiency by 40% and increasing customer satisfaction scores. Conducted coaching and performance evaluations to boost agent productivity.

Team Leadership Customer Satisfaction Performance Metrics Process Improvement Coaching Communication Skills Quality Assurance Customer Support Data Analysis Problem Solving

Analyst, Customer Fulfilment

AFEX Commodities Exchange Ltd

Aug 2022 - Jan 2023 (5 months)

Analyzed customer feedback and handled inquiries across multiple channels. Developed internal resources to enhance service delivery and ensured timely resolution of customer issues.

Data Analysis Customer Support Communication Skills Problem Solving CRM Management Customer Feedback Analysis Conflict Resolution Process Improvement Customer Relationship Management

Intern, Customer Fulfilment

AFEX Commodities Exchange Ltd

Aug 2021 - Aug 2022 (1 year)

Supported customer fulfillment operations by managing inquiries and complaints. Assisted in developing knowledge resources and maintaining customer records using CRM systems.

Customer Support Communication Skills CRM Management Problem Solving Team Collaboration Conflict Resolution Process Adherence Customer Feedback

Education

Degrees, certifications, and relevant coursework

The CX Academy

Professional Diploma, Customer Experience

2023 - 2024

Grade: Distinction

Professional Diploma in Customer Experience (CX) with a focus on enhancing customer satisfaction and loyalty through effective strategies and practices.

Babcock University

Bachelor of Arts, History and International Relations

2011 - 2015

Grade: Second Class Upper Division

Bachelor of Arts (Hons) in History and International Relations, focusing on the analysis of historical events and their impact on contemporary international relations.