Alabi Oladotun

Customer Service Manager

26 BAMEKE S.P List, Lagos • +234-812-669-1254 • dutchmondforex@gmail.com •

WORK EXPERIENCE
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Gilgal Communications, Lagos, NG 09/2015 – Present
Augmented reality startup with 50+ employees and $100m+ annual revenue
Customer Service Manager
● Reengineered the customer service department by shifting focus to surpassing customer expectations,
driving customer satisfaction ratings to an all-time high of 95%.
● Empowered, motivated, and cross-trained 100+ team members to make decisions; improved efficiency and
reduced 73% average answer speed.
● Approved scheduled time off the phone and 5-minute breaks every hour; improved Turnaround Time by 91%
YoY.
● Devised and launched a new Customer Relationship Management (CRM) software that increased efficiency
and productivity by 78% in the first month of implementation.

Polyhire, London, United Kingdom 10/2012 – 08/2015

Provides quality assurance and control testing for global markets
Sales Supervisor
● Provided leadership team with monthly reports of employee output and published them, leading to the
recognition of 40+ top-performing sales reps.
● Trained and mentored a team of 60+ sales representatives about positive disposition and professional
mannerisms.
● Coordinated a weekly incentive program for staff members, which increased sales of 20+ product lines by
83% in Q1 and Q2 2014.

Growthsi, London, United Kingdom 07/2010 – 09/2012

Career training and membership SaaS with 150,000 paying users
Customer Service Sales Associate
● Exceeded monthly KPI sales quota of $7500+ in personalized products by providing an exceptional
customer experience.
● Contributed to annual profitability by matching price points to client budgets, increasing 88% of sales
volume and retention.
● Performed 450+ weekly customer service transactions, which helped increase 79% of the department's
efficiency.

Business Development Officer, ABC Company, London, United Kingdom 11/2008 – 12/2009
Account Executive, XYZ Company, London, United Kingdom 07/2005 – 10/2008

EDUCATION
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Resume Worded University, New York, NY 06/2005
Bachelor of Science — Business Administration

SKILLS
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Hard Skills: Performance Assessment (Advanced), Coaching (Experienced), Customer Service Training
Techniques: People Management, Negotiation, Customer Retention, Account Management, Persuasion