Kazeem Jagun

I am a talented, ambitious and hardworking individual, with broad skills and experience in client service industry, marketing, social media and leading projects. Furthermore, I am adept at handling multiple tasks on a daily basis competently and at working well under pressure.

A key strength is communication; building strong relationships with people in order to deliver the best results.

AUG 2018 – DECEMBER 2022

CUSTOMER CARE SUPERVISOR- IKEJA ELECTRIC PLC, LAGOS-NIGERIA 

• Overseeing and assessing customer service staff activities, and providing them with regular performance-related feedback.
• Strategizing and monitoring the daily activities of customer service operations.
• Assisting customer service staff with duties where required.
• Training staff in areas of customer service and company policies.
• Managing coverage and customer flow to ensure proficient customer service.
• Monitoring and authenticating returns, exchanges, and voids.
• Investigating and solving customer service complaints.
• Assisting with the development and implementation of service policies and explaining these to staff and customers.
• Maintaining documentation pertaining to customer service department activities.
• Performing additional duties where needed.
• Assisted the team in resolving complex customer inquiries, complaints & requests 
• Responded to all regulatory complaints via all channels (voice, email, letters, social media) by increasing customer satisfaction by 92%.
• Managed the business Customer Relationship Management (CRM) dashboard and provide appropriate daily feedback.
• Ensured that all issues, calls, and requests from customers from the various touchpoints are documented and reported in the support system via ticket creation.

JAN 2016 – JUL 2018

Customer CARE REPRESENTATIVE, IKEJA ELECTRIC PLC LAGOS-NIGERIA

• Answering customer inquiries via phone, email, or chat and resolving customer issues in a timely and effective manner.
• Listening actively to customers and understanding their needs, complaints, or concerns.
• Explaining products or services to customers and assisting them with purchasing decisions.
• Upselling and cross-selling products or services when appropriate.
• Maintaining accurate and up-to-date customer records in the company's database.
• Escalating more complex or unresolved issues to the appropriate team or manager.
• Working with other teams or departments to resolve customer issues.
• Staying up-to-date on company products, policies, and procedures.
• Meeting or exceeding customer service performance goals and metrics.

Bachelors of Technology(B.Tech) Nigeria

Certificate in Business Analysis(CBAP),Alberta

Diploma Certificate (Anti Money Laundering)Allison