Adefemi Balogun Email & Phone Number

Pennsylvania, United States

As an Inbound Call Center Manager, I oversee the efficient and effective operations of our call center's inbound activities. I primarily manage a team of management staff and customer service representatives (CSRs) My duties include, but are not limited to:- Overseeing the recruitment, training, coaching, and performance management of customer service representatives. - Setting clear performance targets, expectations and KPIs for the team. Regularly monitor and report on performance metrics to senior management.- Identifying areas of inefficiency and develop strategies to optimize call center operations. Implement process improvements to enhance customer experience and increase productivity.- Work closely with the customer experience team to understand customer pain points and develop solutions to address them. Proactively identify trends and customer feedback to improve service quality.- Coordinating ongoing training programs for CSRs to improve their process knowledge, customer service skills, and problem-solving abilities. Ensure the team is equipped to handle a wide range of customer inquiries and issues.- Overseeing the utilization and maintenance of contact center software, tools, and technologies. Staying updated on the latest industry trends and advancements in contact center technology to streamline operations.- Resolve escalated customer issues and complaints in a timely and efficient manner. Collaboration with other departments to ensure swift resolution and customer satisfaction.- Preparing regular reports on call center performance, customer feedback, and trends. Utilize data-driven insights to make informed decisions and enhance overall call center operations.- Managing the call center budget effectively, making decisions to optimize resources while maintaining high-quality service delivery.

United States

I manage a group of specialists to provide operational support to our call centerThe duties I perform include but are not limited to:- Oversight of the Service-member and Military process for the American Education Services (AES) Contact Center- Overseeing and approving the formulation and implementation of guidelines and procedures for the call center (phone calls and processing) in line with industry best practices, law, regulations and the Agency's policies- Providing basic system support to the call-center and collaborating with the internal IT departments and external vendors to create new systems, technical products and improve the existing systems- Review feedback from the call-center, quality assurance department and other business areas to identify areas of improvement collaborate with various business units to ensure alignment of any changes across the agency.

United States

I manage a group of specialists to provide support to our call centerThe duties I perform include but are not limited to:- Overseeing and approving the formulation and implementation of guidelines and procedures for the call center (phone calls and processing) in line with industry best practices, law, regulations and the Agency's policies- Providing basic system support to the call-center and collaborating with the internal IT departments and external vendors to create new systems, technical products and improve the existing systems- Review feedback from the call-center, quality assurance department and other business areas to identify areas of improvement collaborate with various business units to ensure alignment of any changes across the agency.

Harrisburg, Pennsylvania

- Manage a team of representative to ensure premium customer service is provided to customers on behalf of clients.- Assisting with development and implementation of service policies, and ensuring staff are up to date on the Agency's policies and the industry's best practices- Overseeing and assessing the teams activities, and providing regular performance-related feedback- Collaboration with management to maintain high morale and employee satisfaction in the workplace, consequently increasing employee retention, reducing the turnover rate and improving overall performance

Harrisburg, Pennsylvania Area

- Mentored and trained customer service representatives to ensure customers are effectively assisted.- Performed high priority and delicate tasks, and managed escalated incident.- Provided support services to the call center supervisors and assisted in managing the performances of team members.- Assisted in formulating training and development material to ensure representatives are kept up to date with the organization's best practices.

Harrisburg, Pennsylvania Area

- Liaising and working with Customers to provide sustainable and strategic plans to pay off student loans.- Providing top class customer service and facilitating the enlightenment of borrowers on the terms and relevant information relating to their loans through effective and detailed communication and adequate research on their accounts. This enables the borrowers take informed decisions which would be mutually beneficial to the borrowers and our organization.- Constant liaison with relevant stakeholders and available resources to ensure the provision of the best services to the customers. - Continuous research and training in various aspects of the loan industry.

United States

Lagos, Nigeria

• Member of the Enterprise and Specialised Practice team of the firm• Solicitor and Legal advisor to a reputable Oil Servicing Company (OSC) in Nigeria in a proposed merger with another reputable OSC. Provided a comprehensive Due Diligence report on the other company.• Specific practice areas include but are not limited to Oil and gas, Aviation, Mining, Transportation, Infrastructure, Private Wealth Services, Asset Restructuring, Business advisory, Public Private Partnerships, Government Lobbying etc.

London, United Kingdom

-Simulated experience as an oil and gas Manager and successful completion of the Oil and gas Management simulation program- Budgeting and financial Accounting- Community relations, interfacing and Corporate Social Responsibility- Contract Negotiations and Contractual document review- Led a management team to solve various issues which arose in the Oil and gas Industry of an unnamed country.

Master Of Business Administration (M.B.A.), Distinction

Graduated with highest honors in Business Management with specialization in oil and gas management. Served as the Vice-President.

Bachelor Of Laws (Ll.B.), Law

Activities and Societies: Soccer- Obtained a Diploma in Law from this University in 2009 - Received a Bachelor of Laws (LL.B.) degree.

Organizational Leadership

Leadership Program for Select Leaders in the Agency. The scope of the course includes but not limited to the 8 dimensions of leadership.

Level 7 Certification, Strategic Management And Leadership

• Achieved the Level 7 certificate in Strategic Management and Leadership from the Chartered Management Institute UK • Researched.

B.L, Law

- Qualified as a Barrister and Solicitor of the Supreme Court of Nigeria - Modules studied include: Property and Conveyancing Law.