Seun Falope, MBA

Experience

• 

  APM Terminals

  Aug 2006 - Dec 2019

  Led process improvement and problem-solving efforts to create standard procedures and escalation policy for the customer support team.Coached employees through day-to-day work, operation management, and complex problems.Monitored KPIs and developed actionable insights to improve efficiency and performance.Standardized office structures and processes to promote collaboration and increased performance.Coached team members to deliver hospitable, professional service while adhering to set service models.Kept abreast of new company products and services to effectively answer questions and resolve complaints.Compiled and analysed customer feedback data to develop new strategies and corrective action.Problem-solving in resolving account issues to build rapport and relationships with clients.Exceeded team goals and collaborated with staff members to implement customer service initiatives.Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues. Show less Established and updated work schedules to account for changing staff levels and expected workloads.Coached employees through day-to-day work and complex problems.Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.Developed documentation and logs of implemented solutions and generated and submitted reports.Assisted with preparing information required for quotes and addressed potential service concerns.Exceeded team goals and collaborated with staff members to implement customer service initiatives. Show less Coordinated solutions for over 40 customer inquiries per day while meeting and exceeding performance quotas.Provided primary customer support to internal and external customers.Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions.Maintained accurate and current customer account data with manual forms processing and digital information updates.Assisted call-in customers with questions and ordersPerformed data entry with excel to record call notes, suggestions, and questions.Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction.Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction.Collected customer feedback and made process changes to exceed customer satisfaction goals and customer experience.Evaluated interactions between associates and customers to assess personnel performance and customer satisfaction.Promoted company brand and unique offerings through personalized customer service. Show less

  • Senior Care- Business Partner

    Jun 2015 - Dec 2019

  • Customer Service Supervisor

    Jun 2009 - May 2015

  • Customer Service Officer

    Aug 2006 - May 2009
• 

  MEDLOG Transport & Logistics

  Dec 2019 - now

  Customer Service Manager

  Introduced higher standards for customer service and increased efficiency by streamlining operations.Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.Developed documentation and logs of implemented solutions and generated and submitted reports.Researched and corrected regular, advanced, and long-standing customer concerns to promote company loyalty.Resolved customer complaints while prioritizing customer satisfaction and loyalty.Monitored customer service operations to assess agent performance and provide feedback.Consistently managed 10-person staff, effectively resolving issues, which resulted in top ranking out of 3 teams.Coordinated resolutions for more than 40 daily customer inquiries while consistently achieving performance targets.Built partnerships with diverse internal teams and sales, finance, and operations departments to streamline processes.Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.Followed through with client requests to resolve problems to give good service deliveryCollaborated with operations to improve customer service processes and support structures company-wide.Created and reviewed invoices to maintain accuracy while working with customers to answer questions and address payment issues. Show less