Description

I am an experienced Dynamics 365 Customer Service Consultant specializing in implementing and optimizing customer service solutions to enhance customer experience, streamline support operations, and improve service delivery metrics. My background in customer support, SQL, digital marketing, and agile methodologies equips me to adapt quickly and drive customer satisfaction and project success

Industry field of expertise

Languages

English
Native or bilingual

Workplace preferences

Can work on-site

Málaga (up to 50km)

Castlefield Global Services
Dynamic 365 Customer Engagement
CONSULTING AND AUDITS
January 2023 - Today (3 years and 5 months)
Manchester, United Kingdom
1. Successfully implemented and customized Dynamics 365 Customer Service platform for a client base of 5000+ users, resulting in a 40% reduction in case resolution time.

2. Designed and deployed automated workflows that increased agent productivity by 35% and improved first-contact resolution rates from 65% to 85%

3. Created comprehensive knowledge base articles and self-service portals, decreasing ticket volume by 30% and improving customer satisfaction scores by 25%

4. Integrated omnichannel capabilities resulting in 30% reduction in average handling time.
..
5. Configured SLA tracking system improving compliance rates by 75% to 95%.
Microsoft Dynamics CRM Microsoft Dynamics CRM, Microsoft Office Microsoft Office 365 Microsoft Office Analytical Skills Relationship Building User Acceptance Testing Business Analysis Dynamics 365 Critical Thinking Project Management Test Business Functionality Agile Methodologies Active Directory Customer Engagement Customer Satisfaction
Fox Capital Investment
Customer Support Lead
REAL ESTATE
September 2020 - January 2023 (2 years and 4 months)
Lagos, Nigeria
1. Coordinated global operations and managed client relationships for CountryHill, resulting in a 95% customer approval rating through effective troubleshooting, inquiry research, and seamless issue resolution.
2. Led, trained, and expanded a customer service team from 5 to 15 representatives in six months, ensuring high-quality service and maintaining accurate client records to monitor call center activities.
3. Utilized SQL for database management, query optimization, and data analysis, enabling insights on customer metrics, improving retention and referrals by 52%, and benchmarking performance for process enhancements.
4. Collaborated weekly with management to review training progress, gather feedback, and implement development plans, consistently aligning customer support efforts with company goals.
Customer Support Customer Retention Customer Satisfaction Data analysis Marketing digital Analytical Thinking Negotiation Communication 360° Client Relationship Management Account Management Attention to detail B2B2C Customer Engagement
SabreWorks Real Estate Investment
Customer Service/Sales Lead
REAL ESTATE
June 2018 - August 2020 (2 years and 3 months)
Lagos, Nigeria
1. Maintained extensive product knowledge to address customer inquiries, achieving a 95% approval rating, and efficiently handling escalated complaints beyond the scope of standard representatives.
2. Generated and converted new leads through SEO, SEM, and digital marketing. Conducted follow-ups and secured client meetings, increasing client acquisition and sales through coordinated team support.
3. Managed recruitment processes and tracked team productivity, compiling weekly and monthly sales reports to inform management of performance and sales trends.
4. Oversaw the company's social media presence across platforms, monitored competitor activities for competitive positioning, and assisted in creating promotional materials to engage existing and prospective clients.
Customer Support Customer Satisfaction Customer Retention sales and marketing Client Account Management Communication 360° Attention to details Negotiation Business Analysis Business Intelligence (BI) Microsoft Office Microsoft Office 365 Customer Engagement