Customer Service Coordinator
Resume:
ODUSANYA CHARLES OLASENI B.sc
Regina, SK S4V 3L2
Email: ad7nes@r.postjobfree.com
Cell: 306-***-****
PROFESSIONAL/EDUCATIONBACKGROUND
University of Ibadan
B.sc (Hons) Microbiology
Nigerian Society for Microbiology (NSM) - Member
WORK HISTORY
Customer Service Coordinator
True Presence Consulting January 2024 – Till date
RESPONSIBILITIES
Oversee the customer service team to ensure efficient and effective service delivery.
Handle customer inquiries, complaints, and issues promptly and professionally.
Train and mentor new customer service representatives.
Monitor and evaluate the performance of customer service staff, providing feedback and coaching as needed.
Act as a liaison between customers and various departments within True Presence Consulting.
Ensure clear and effective communication of customer needs and feedback to relevant teams.
Resolve complex customer issues and escalate cases when necessary.
Implement solutions and follow up with customers to ensure satisfaction.
Identify and implement improvements in customer service processes and procedures.
Develop and update customer service policies and standards.
Track and report on key performance indicators (KPIs) related to customer service.
Provide support for order processing, product information, and after-sales service
Mac Bee Health Services:
Social Health Advisor July 2016- Dec 2023
RESPONSIBILITIES
Helping individuals and families access health resources
Facilitating communication and client empowerment in interactions with healthcare/social service systems
Provide daily counselling sessions on healthy living and financial empowerment for retirees in the Federal Capital territory [FCT].
Helping people understand their health condition[s] and develop strategies to improve their health and well being
Delivering health information using culturally appropriate terms and concepts
Helping to build understanding and social capital to support healthier behaviours and lifestyle choices.
Providing informal counselling, support and follow-up as needed with patients.
Carrying out monthly social research to give recommendations for social policy legislation and social support budget planning.
Periodic review and evaluation of past counselling sessions with detailed reports submitted to key stakeholders in the health sector.
Training and coaching of new employees.
Officer, Marketing Unit
KBL Insurance Ltd January 2006- June 2016
RESPONSIBILITIES
Perform administrative tasks, such as maintaining records and handling policy renewals
Monitor Insurance claims to ensure they are adequately settled for both the client and the insurer.
Sell various types of Non-life insurance products to both corporate, public sector and private individuals.
Develop, implement and manage the marketing plan and annual budget for the department.
Prepare an annual marketing plan sales forecast.
Recommend quarterly to the management on a comprehensive and competitive strategic plan for our various products
Developing and managing all prospective and existing clients’ relationships in the assigned region by ensuring that all clients’ queries are followed up and resolved adequately.
Customer Service Representative,(Complaint Unit)
Leadway-Pensure PFA Ltd. March 2001-December 2005
RESPONSIBILITIES
Attending to customers enquires in person, through correspondence or via telephone within specified time.
Achieve maximum sales and brands profiles
Ensuring strong customer service at all contact centers, maintaining and building strong relationship with both corporate and agents in each marketplace
Escalating of unsolved queries and enquires to appropriate quarters.
Document resolution for future reference
Provide on-the-job training for new employees.
Delivery of set revenue targets.
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