HAZEL AKOMOLEDE
Savage
Summary
Results-driven Customer Service Manager adept at maintaining high productivity and efficiency in task completion. Specialize in conflict resolution, team leadership, and customer satisfaction strategies. Excel in communication, problem-solving, and adaptability to meet and exceed customer service goals.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Project Coordinator
Elijah Global Logistics
Minnesota
08.2023 - Current
- Analyzed data related to projects in order to identify areas for improvement or optimization opportunities.
- Provided direction, guidance and support to team members throughout the duration of projects.
- Resolved conflicts among team members by providing creative solutions that addressed all parties' needs.
- Managed communication channels between various teams involved in the execution of complex projects.
- Developed and maintained project plans, schedules and budgets to ensure successful completion of projects.
- Identified training needs for team members in order to keep them up-to-date on the latest industry trends.
- Assessed customer feedback in order to continuously improve service delivery processes or procedures.
- Conducted risk assessments and identified potential risk and mitigate them.
Customer Service Coordinator
Carnival Cruise Line
Southampton
01.2019 - 07.2023
- Company Overview: UK
- Organized and hosted engaging events, activities and entertainment for guests, enhancing their overall experience.
- Skillfully upsold onboarding services, contributing to revenue growth.
- Addressed customer inquiries and complaints, ensuring prompt and effective resolutions to maintain superior customer satisfaction levels.
- Conducted regular customer feedback surveys to pinpoint areas for improvement, using insight to drive positive changes and enhance the customer experience.
- Managed all communication channels, including phone calls, emails, and bookings, ensuring a seamless and efficient process for customers.
- UK
Customer Service Manager
Teratel Telecommunication
Johannesburg
07.2015 - 12.2018
- Managed daily operations for a team of 15 customer service representatives, ensuring optimal performance and productivity.
- Oversaw regular performance evaluations, offering coaching and feedback, which improved team performance by 10%.
- Devised and executed strategies that enhanced customer retention by 15%, increasing repeat business.
- Implemented a customer service training program, boosting customer satisfaction by 20%.
Customer Success Manager
Hawk Spur
Pretoria
06.2012 - 06.2015
- Managed store budgets effectively, meeting or surpassing sales goals and minimizing operational costs by optimizing scheduling and inventory management.
- Led a team of over 20 employees, managing daily store operations such as inventory management, customer service, and sales strategies.
- Introduced new merchandising techniques that boosted sales by 15% in the first quarter.
- Developed and executed comprehensive staff training programs, enhancing employee performance and elevating customer satisfaction.
Customer Service Manager
Nilton Hotel
Midlands
08.2009 - 06.2012
- Managed a team of over 13 customer service representatives, offering guidance, training, and support to ensure the delivery of top-notch customer service.
- Resolved escalated customer inquiries and complaints swiftly and effectively, maintaining high customer satisfaction levels.
- Address billing inquiries through phone, email, and chat, ensuring responses are both accurate and prompt.
- Implement customer service procedures and standards aimed at boosting efficiency and consistency throughout the team.
- Analyze customer feedback and data to pinpoint trends and areas needing improvement and devise strategies to enhance the customer experience.
Skills
- Strategic thinking
- Problem solving
- Relationship building
- Networking
- Effective communication
- Negotiation
- Team management
- Leadership
- Creative thinking
- Innovative thinking
Certification
EDUCATION
BA English 2006
Midland State University, Gweru Zimbabwe
SPECIALIZED TRAINING AND CERTIFICATION
Certified Scrum Product Owner (CSPO), Scrum Alliance 2024
Certified Agile Scrum Master – (Scrum Alliance) 2024
Advanced Google Analytics 2023
Google Foundations of Project Management 2023
Leadership and Innovation Program World Bank Group 2022
Digital Skills: Artificial Intelligence 2022
Introduction to IT and Cybersecurity 2023
Marketing: World Bank 2022
Google Digital Marketing and Ecommerce 2023
Data Science Fundamentals 2021
Public Relations 2022
Customer Service Management 2023
Health Care Management 2022
Crisis Management 2020
Communication –(Nedbank)_ 2022
Lean Six Sigma White Belt 2023
Work and Mental Health- (The Open University) 2022
Health and Safety 2022
Customer Service Training 2024
Timeline
Project Coordinator
Elijah Global Logistics
08.2023 - Current
Customer Service Coordinator
Carnival Cruise Line
01.2019 - 07.2023
Customer Service Manager
Teratel Telecommunication
07.2015 - 12.2018
Customer Success Manager
Hawk Spur
06.2012 - 06.2015
Customer Service Manager
Nilton Hotel
08.2009 - 06.2012