GBEMISOLA IKUEGBUWA
Les Franqueses, Barcelona.
Summary
Experienced with managing customer support teams to deliver exceptional service and resolve issues promptly. Utilizes effective problem-solving techniques and communication strategies to improve customer satisfaction. Track record of implementing process improvements and fostering team development. Demonstrated ability to mentor team members and implement effective customer service strategies.
Overview
8
8
years of professional experience
2
2
Languages
Work History
Customer Support
SkilledUp Life
06.2023 - 12.2023
- Identified and resolved top three recurring customer issues, including order tracking problems, reported in live chat, resulting in 50% reduction in support ticket escalations and a significant improvement in overall customer experience.
- Resolved over 120+ customer issues related through Calls/SMS/Chats and other cloud services through effective communication and technical expertise, improving customer satisfaction scores and exceeding the team average by 40%.
- Utilized Service Cloud to manage and resolve 20 customer service requests, improving customer satisfaction scores
- Provided technical support through Calls/SMS/Chats users, resolving issues on the first contact.
Business Development Manager
SJA Foods
09.2019 - 03.2022
- Developed dashboards to visualize key performance indicators, leveraging customer analysis to identify areas for improvement and inform strategic decision-making.
- Collaborated with sales and promotion teams on B2B client acquisition strategies, contributing to a huge growth in annual revenue and maintaining a 100% client satisfaction rating.
- Analyzed market trends and customer feedback, leveraging data operations and Morningstar methodologies to define business requirements, design efficient architectures, and optimize process flow, enhancing overall customer experience and satisfaction.
- Conducted product research, analyzing market trends, customer feedback, and supply chain data to drive product improvements, enhancing overall customer experience and satisfaction.
Sales/Account Relationship Officer
Polaris Bank Ltd
09.2017 - 03.2019
- Managed and nurtured key client relationships, leveraging Account Management best practices and Sales Forecasting techniques, resulting in a notable increase in customer loyalty within 3 months.
- Utilized CRM systems to manage client accounts, resulting in a 30% improvement in account management efficiency and Managed 95 key client contracts, ensuring compliance with Contract Management procedures and minimizing risk.
- Provided Technical Support to key accounts, collaborating with Support Engineers to gather data, inform user stories, perform data analysis, and deliver tailored solutions.
- Managed and nurtured key B2B client relationships and increase in customer loyalty within 6 months.
Sales/Account Manager
Skye Bank Plc
04.2016 - 08.2018
- Conducted market research, networking to identify potential customers, and developed tailored marketing strategies, providing ongoing support to clients. This effort resulted in a 15% increase in investment and wealth management business through the delivery of personalized financial advice and solutions.
- Streamlined the loan process through process automation, ensuring satisfactory and prompt service delivery while maintaining robust security management.
- Verified and analyzed client documents, leading to strengthened relationships with existing clients and achieving a significant of 20% increase in client retention.
- Identified and pursued new business opportunities through market research and strategic partnerships, resulting in a 15% increase in investment and wealth management business.
Education
AWS Cloud Engineer - AWS Certification
MigraCode
Barcelona 04.2001 -
Web Development - Web Development
MigraCode, Barcelona
Barcelona 04.2001 -
Google IT Support & Security certificates - undefined
MigraCode
Barcelona01.2024
B.Sc. - Statistics
University of Ibadan
Nigeria02.2017
Skills
Client development
Proficient in MS Office
Effective communication
Client retention techniques
Collaborative mindset
Amazon Web Services expertise
Client relationship management
Sales process management
Order management
Customer onboarding processes
Fintech
Artificial intelligence automation
Constructive feedback analysis
Targeted lead generation
Timeline
Customer Support
SkilledUp Life
06.2023 - 12.2023
Business Development Manager
SJA Foods
09.2019 - 03.2022
Sales/Account Relationship Officer
Polaris Bank Ltd
09.2017 - 03.2019
Sales/Account Manager
Skye Bank Plc
04.2016 - 08.2018
AWS Cloud Engineer - AWS Certification
MigraCode
04.2001 -
Web Development - Web Development
MigraCode, Barcelona
04.2001 -
Google IT Support & Security certificates - undefined
MigraCode
B.Sc. - Statistics
University of Ibadan