Bolanle Agbaje Email & Phone Number

Lagos, Lagos State, Nigeria

Co-ordinated the activities of the Client Service Executives and provided adequate assistance in delivering excellent serviceReviewed escalations received by CSEs and ensured justification is done timely. Monitored volume of incidents/requests, their fulfillment, pending requests, complaints and escalations. Monitored and drove SLA targets within the internal and external teams.Responsible for Temporary and Permanent Bandwidth Upgrade coordinationEnsured Monthly Report are duly sent and documented on Share point. Followed-up with CSEs to close-out on Availability Report reconciliations within the 1st month of every new quarterMonitored and Supervised the Off Peak team’s activitiesOversaw the delivery and development of the onboarding process for all new team members to ensure knowledge of customer service procedures and best practices.Major Incident handling and critical project support. Understood issues, developed Incident models for issue resolution, co-ordinated with stakeholders and support teams on the bridge, tracked and drove actions, managed communications to internal and delivery stakeholders.

Lagos Nigeria

Acted as the primary point of contact for clients, ensuring their needs were addressed and their expectations were met.Conducted regular check-ins with clients to assess their satisfaction and identify opportunities for upselling and cross-selling.Worked closely with the sales team to onboard new clients and facilitate a seamless transition, resulting in a 25% increase in new client acquisitions.Managed a portfolio of key accounts, maintaining regular communication to understand their needs and provide tailored solutions.Resolved customer inquiries and complaints promptly and efficiently, resulting in a 20% increase in customer satisfaction ratings.Collaborated with cross-functional teams to develop and implement customer retention strategies, resulting in a 15% reduction in customer churn rate.

Lagos

Bachelor Of Science - Bs, Computer Technology

Bachelor Of Science - Bs, Computer Technology