1. 103, Victoria street
Ojota, Lagos.
Phone:08059236227
Email:james4sol@yahoo.com
GBENGAJAMESSOLOMON,CCSL,SMIPDM.
Profile Over 13 years experience acquired in Banking, Customer Service,
Sales, Commercial, Marketing, Call Centre, Airline and maritime and
Human Resources environment.
Objective
Skills
Work Experiences
To manage a customer service team that delivers outstanding
performance and excellent customer service against agreed targets
To deliver a high quality but simple, reliable value for money
operations.
∑ Highly skilled and experienced in the usage of spread sheet
applications.
∑ Target Marketing and Market Research
∑ Ability to work under pressure with little or no supervision
∑ Good Team Player
∑ Strong Numerical Skills
∑ High level passion for Customer Service and satisfaction
∑ Mastery of Windows operating systems
∑ Excellent Communication Ability
∑ Training and Development
∑ Proactive Thinker
∑ Strong analytical mind
∑ Strong Leadership Ability
∑ Usage of Amadeus and SHARES CRS.
Customer Service Manager
(Hull Blyth Nig.Ltd) June 2011- To date
∑ Communicate courteously with both international and national
clients.
∑ Oversee application of Customer service Systems as a team
leader and ‘super user’ level.
∑ Investigate and solve customers’ problems, which may be

2. complex or longstanding problems that have been passed on
by customers service assistants.
∑ Keep accurate record of discussions or correspondances with
customers.
∑ Advise sales department on any issues in relation to
customers complaints or suggestions.
∑ Responsible for all customs or related agencies clearance
customers queries.
∑ Understand the organisations services & keeping up to date
with changes.
∑ Analyze statistics or other data to determine the level of
Customer service the organisation is providing.
∑ Develop feedback or complaints procedure for Customer
service use.
∑ Develop customers service procedures, policies, standards
for the organisation.
∑ Train staff to deliver a high standard of customer service
LEAD AGENT(CALL CENTRE) 01MAY2007-May 2011
(Air Nigeria Development Company Ltd)
ÿ Strategic Accountabilities
∑ Effectively and efficiently handle customer requests and
complaints, while offering solutions and providing
alternatives.
∑ Ensuring that monthly targets are met and exceeded.
ÿ Operational Accountabilities
∑ Maximize team productivity through calls per productive
hour and by monitoring adherence to schedule.
∑ Effectively manage team performance
∑ Ensure effective information dissemination to team members
ÿ Leadership Accountabilities
ÿ
∑ Motivate and coach the Call Centre team ensuring that
individual coaching targets are met.
∑ Provide an in depth understanding of VNA products,
services, promotions and campaigns.
∑ To make on the spot decisions to address upcoming issues
relating to direct customers and the team.
ÿ Management Accountabilities
∑ Discretionally formulate and implement avenues for ensuring
seamless customer services.

3. ∑ Allocate resources effectively to deal with shrinkage factor
in the team.
∑ Identify training gaps within the team to ensure that all
staff are performing at their maximum capacity.
ÿ Relationship Measures
∑ Ability to motivate self and team members on a day-to-day
basis by driving agreed performance indicators and meeting
targets.
∑ Develop and maintain excellent working relationship with
team members and other stakeholders.
ÿ Innovation Measures:
∑ Proactively seek out ways of carrying out Call Centre duties
by working with the supervisor to run incentives against
monthly set targets.
∑ Proactively look for opportunities to maximise the sales
potential of calls when appropriate.
ASSISTANCE LEAD AGENT/PREFLIGHTING
( Virgin Nigeria Airways LTD)NOV 2006 –APRIL2007
To preflight all Virgin Nigeria flights
ß To liaise with relevant authority on flights delay and
cancellation
ß Call out to passengers during delay and cancellation.
ß Help in the coaching of call centre staffs
ß Cancelled all bookings held more than 48 hrs by travel agent
ß Train staff to deliver a high standard of customer service
Call Centre Advisor
(Virgin Nigeria Limited) March 2005 –NOVEMBER 2006
∑ Ensuring KPI and targets are met
∑ Ensuring that each customer receives a high quality experience
of professional service thus achieving your call quality targets.
∑ Ensuring that all necessary administrative work is completed
accurately and promptly on each call thus achieving your error
rate target.
Maximizing productive ‘phone time’ while working in the call
centre, through achieving a call per productive hour target.
∑ Maximizing the service potential of every call ensuring that
individual performance targets for first call resolution are
either met or exceeded.
∑ Applying skills with the enthusiasm needed to bring the Virgin
Nigeria product to life and promote the benefits of the Virgin
Nigeria experience.
∑ Understanding and working towards the Call Centre and Virgin

4. Nigeria’s business objectives.
∑ Maximizing all sales opportunities therefore, achieving call
conversion targets.
∑ Supporting my team at all times in order to achieve team
targets by demonstrating the appropriate interpersonal
behaviors.
ß Ensuring that schedule adherence target is met by being
available to take calls when expected
ß Searching for opportunities to maximize the sales potential of
calls when appropriate
ß Ensuring customers are at the centre of every communication,
and to match the benefits of the Virgin Nigeria offer against
the customer needs on every call
ß Keeping abreast of Product enhancements and understand
specific promotional and advertising campaigns.
ß Getting an update about and understand new products and
services.
ß Playing an active role in the Call centre coaching programme,
ensuring that individual coaching objectives are met and skill
level is consistently developed.
ß Regularly reporting back and discussing service performance
against target with Team Leader and Call Centre Agents
ß Discussing and agreeing on targets and training needs with
Team Leader.
ß Attending, participating in and contributing to team meetings
and briefings.
TELLER OFFICER
(STANDARD TRUST BANK PLC) APRIL 2004 TO MARCH 2005
∑ Attend to customer needs
∑ Received cash deposit on behalf of the bank
∑ Post transactions to the relevant accounts
∑ Sell bank products and services to customers
SALES REPRESENTATIVE
(ABC PLASTICS LTD KADUNA) APRIL 2003 TO APRIL 2004
∑ Responsibility for three top key accounts (chains) with
aggregate annual sales of 10million naira.
∑ Responsibility for sales channels, independent retailers and
wholesalers.
∑ Responsibility for distributions of goods to retailers.
∑ Making presentations of products to retailers.

5. ∑ Merchandising.
∑ Responsibility for sales planning, reporting, and financial
analysis.
∑ Participate in marketing activities- providing products sales
support.
∑ Local Government Secondary School Ejiba Kogi State
1989-1994 (SSCE)
Educational/Professio
nal Qualifications
∑ Kaduna State Polytechnic Zaria 1996-2001 (HND IN
BUS.ADMIN.& MGT)
∑ MS Office (MS Word, MS Excel, MS Outlook, MS
PowerPoint, MS Access)
∑ International Customer Service institute.2009
∑ Certified Customer Service Leader (CCSL).Service
Quality Institute Minneapolis (USA),2012
∑ Chartered Institute of Personnel Management of Nigeria
(ACIPM) in-view, 2016.
Senior Member institute Public Administration and
Diplomatic Management Nigeria.(SMIPDM).2016.
CAREERS
ACHIVEMENT
A member of the project team that set up Virgin
Nigeria Airways South Africa Office (Oct, 2005 to
Dec 2005).
Implement customer flow management system at
Hull Blyth Nigeria Limited.(2011)
Implementation of access door for Hull Blyth
Nigeria Limited. (2012).
Courses
Attended/Trainings
∑ Call Center Operations For S.H.A.R.E.S and Behavioral
Training (Virgin Nigeria Limited Lagos March 2005)
∑ Proficient in the use of the following GDS Galileo, Amadeus, Sabre

6. and SHARES,
∑ Customer Service & Voice Training
(Learning Solutions Feb. 2006)
∑ CISCO CALL CENTRE TECHNOLOGY (SAP, CRM, CTI,
WEB).2007
∑ Feelings Training. 2008.
∑ Negotiating for result (2008)
∑ Coaching as a leadership skill (2008)
∑ Problem Solving & Decision Making (2008)
∑ Data Analysis using SQL and Advance Excel.
(RHYTHEX CONSULTING LTD)
Interests and
Activities
Reading Inspiring,motivational,leadership and management books,
Meeting people, Public speaking, Teaching and Writing
References Available on Request