Ifeoluwa Olufemi

Dynamic professional with extensive customer service expertise for holistic project management and optimal service delivery. Proficient in resolving clients' inquiries with a keen interest in providing ultimate customer satisfaction. Skilled in coordinating cross-functional teams, identifying potential bottlenecks, and implementing proactive measures to retain clients.

Adept at cultivating strong client relationships, enhancing customer satisfaction, and developing targeted marketing strategies. Committed to delivering best-in-class customer experiences and driving successful project outcomes to maintain a competitive edge in the dynamic business landscape.

Customer Support at Ingram Micro (2024-08 – Present)

As a Customer Support Call Center Agent at Ingram Micro, I handle inbound customer calls, resolve inquiries and technical issues, and maintain high customer satisfaction. The role demands effective communication, quick problem-solving, and the ability to manage multiple tasks in a fast-paced environment and improve the customer experience while using our products and services.

• Act as the primary point of contact for customers, managing high volumes of inquiries related to services and product support.
• Maintain compliance with data protection regulations when managing sensitive customer information.
• Provides basic technical support such as troubleshooting assistance for a range of products, guiding customers through step-by-step solutions and escalating complex issues to the appropriate department when needed.
• Successfully provide service delivery standards by proactively addressing customer demands and providing timely follow-ups.
• Cultivates a strong relationship with team members and other departments to ensure consistent customer service, by sharing actionable insights and contributing to the team's projects' best practices to improve team performance.

Client Service Specialist at Ally Hub (2019-10 – 2024-03)

Provided the connection between sales, compliance, and operations teams, serving as the primary point of contact for customers and amplifying the customers' voices and needs in line with SLAs and business objectives. Leveraged an upbeat, positive and passionate attitude about customer service to improve pain points and customer journey experience.

• Provided a best-in-class customer service experience by actively listening to clients, understanding and anticipating their needs, and offering tailored solutions, resulting in a 16% increase in client satisfaction.
• Conducted market research, identified target audiences, and analysed customer feedback to align marketing strategies with customer needs and business goals, leading to a 12% boost in market reach.
• Executed client onboarding and understood client needs, providing personalised guidance and gathering feedback to streamline the process, resulting in a 65% improvement in onboarding velocity.
• Analysed customer feedback, identified pain points, implemented process improvements with ongoing staff training, and ensured prompt, personalised responses for improved service delivery.
• Cultivated strong client relationships through regular check-ins and personalised interactions to build loyalty and long-term partnerships, improving customer loyalty with a 20% increase in repeat business.

Project Facility Coordinator at Ally Hub (2019-10 – 2021-12)

Orchestrated the end-to-end development of projects, from business cases and project plans to execution and handover. Maintained a holistic view of project planning and executions and monitored workflow and deliverables, ensuring alignment with requirements and objectives. Collaborated with the project manager to prioritise quality outcomes and resource management and drive project progress.

• Collaborated with maintenance teams to schedule regular inspections, update maintenance logs, and communicate plans to stakeholders, tracking equipment performance and ensuring operational efficiency.
• Managed contracted staff and vendors using clear requirements and performance monitoring, ensuring compliance with contractual terms and project objectives to foster collaborative relationships within the project scope.
• Identified project needs, sourced reliable suppliers, and negotiated contracts, coordinating with stakeholders and managing vendor relationships, resulting in a 16% increase in cost-effective procurement.
• Streamlined project workflows using MS Project to coordinate tasks, monitor project progress, resolve operational issues, and maintain clear communication with team members and stakeholders.
• Ensured proper version control and document storage protocols and implemented standardised procedures and version control, with up-to-date records and easy access for all project stakeholders.

BEd in Economics Education – Adekunle Ajasin University (2018)