Gbemisola Abolarin

Operations Manager • Customer Success Manager • Winnipeg, MB, CA

Notion

Slack

G-Suite

Microsoft Office

Monday.com

JIRA

Miro

Call Center

Email Support

Project Management

Product Management

Virtual Assistant

Process Improvement

Cross-functional collaboration

Training

Onboarding

Office Administration

IT Support

Account Executive

Community Management

Communication

Conflict Resolution

Customer Relationship Management

Customer Service

Available for hire fromNegotiable

Full-Time Roles

Contracts

Empathetic problem-solver with a decade of customer-facing experience delivering innovative solutions and exceptional service.

As a seasoned customer service professional with over 10 years of experience, I have honed my skills in creative problem-solving, empathetic communication, and innovative solutions that streamline and simplify the lives of my clients. I pride myself on being a strategic thinker, excellent communicator, natural problem-solver, and my ability to work collaboratively with cross-functional teams which allows me to consistently deliver exceptional results.

Projects

TrueFit

The app that helps you find your perfect fit with confidence.

Work History

Product Manager (Apprenticeship)

CoLabFeb 2023 - Present • 1 yr 8 mos- Product Manager apprentice with experience leading cross-functional teams to develop and launch new products, resulting in increased market share Conducting market research and analysis to identify key industry trends and contributing to the development of a strategic product roadmap during apprenticeship - Being trained in agile methodologies and effectively managing the product life cycle to ensure timely delivery of key features - Gained experience with user research and customer feedback, driving continuous improvement of the product during apprenticeship - Training on data analysis and using it to make informed decisions on product positioning and pricing, resulting in increased ROI during apprenticeship.

Resident Manager

SwitchpointMay 2020 - Feb 2021 • 10 mos- Led a team of 14+ staff members, providing quarterly training and mentoring support, while fostering an environment of problem-solving and collaboration at the COVID Satellite Inn branch. - Conducted market research and analyzed customer feedback to understand and resolve personal and business challenges for 30+ residents daily, reaching mutually beneficial outcomes. - Managed the care of 18-20 vulnerable residents per shift, working closely with 4-6 doctors and nurses during the peak of the COVID-19 pandemic, to develop and implement strategies that improved patient outcomes. - Implemented processes for efficiently processing and organizing 10+ new admits per week into the shelter quarantine program by scheduling intake, health screenings and gathering health history. - Developed and enforced policies and guidelines, provided training to staff, and offered expert advice to navigate complexities while ensuring smooth operations and positive customer experience. - Led process improvement projects, completed regular data quality reviews and audits, and identified and proposed solutions to problems using data-driven decision making. - Created and maintained daily procedure documentation, identifying needs, customer and employee inquiries, escalating issues, and re-assigning inquiries as needed. - Built and maintained relationships with 10+ community resources/groups, different levels of management, and outside agencies in the state of Utah, to ensure positive customer experience and smooth operations.

Customer Service Representative/Front Desk Representative

Dixie State UniversitySep 2019 - Jul 2020 • 11 mos- Engaged and checked 100+ patrons into the facility daily while providing a high level of quality customer service. - Implemented processes for handling customer inquiries and feedback, resulting in improved customer retention. - Acted as a subject matter expert for products, processes, providing guidance to employees, patrons and internal stakeholders to ensure a positive customer experience. - Coordinated with the events team for games, tours, launches, and external events.

Direct Support Worker/Youth Mentor (CO-OP)

Cinnamon HillsJun 2019 - Jul 2019 • 2 mos- Facilitated care, welfare, safety, and security of 15+ vulnerable residents daily. - Oversaw resident’s comfort by utilising resources and materials, transporting residents, answering resident’s calls and requests, and documenting observations regarding the residents. - Oversaw day to day activities and daily medical checks, encouraged residents to participate in social/recreational activities in community settings, and accompanied residents to classes and medical appointments.

Certified Nursing Assistant (CO-OP)

Advanced Health Care of St. GeorgeFeb 2019 - May 2019 • 4 mos- Aided 15+ patients by supporting personal hygiene, daily living needs, and routinely monitored and recorded patients’ vitals including blood pressure, temperature, oxygen levels, pulse, and blood sugar levels. - Cared for an average of 15+ patients per shift, assisting 2-4 doctors with patients that had recently undergone surgery. - Carefully transferred patients into beds, wheelchairs, and tables utilising gait belts, mechanical lifts, and other tools. - Oversaw patients’ comfort by utilising resources and materials, answering patients' call lights and requests, and reporting observations regarding the patients to the nursing supervisor.

Certified Nursing Assistant (CO-OP)

Seasons Health and RehabilitationSep 2018 - Dec 2018 • 4 mos- Aided 20+ patients per shift by supporting routine tasks including feeding, personal hygiene, dressing, and other daily living needs. - Routinely monitored and recorded patients’ vitals including blood pressure, temperature, oxygen levels, pulse, and blood sugar levels. - Carefully transferred patients into beds, wheelchairs, and tables utilising gait belts, mechanical lifts, and other tools. - Oversaw patients’ comfort by utilising resources and materials, answering patients' call lights and requests, and reporting observations regarding the patients to the nursing supervisor. - Oversaw day to day activities and daily medical checks, encouraged residents to participate in social/recreational activities in community settings

Customer Service Representative

24-7 IntouchSep 2015 - Feb 2016 • 6 mosDeveloped and implemented processes for handling customer inquiries and feedback, resulting in a reduction in customer churn. - Acted as a resource regarding the products, processing, shipping, and tracking of products to ensure a positive customer experience - Collaborated with key stakeholders to align customer service efforts with overall business and product strategy.

Administrative Assistant

TSI Telecommunications LtdDec 2011 - Aug 2014 • 2 yrs 9 mos- Led cross-functional teams to develop and implement customer service strategies, resulting in a significant improvement in customer satisfaction. - Utilized data analysis to track and measure the effectiveness of customer service efforts and make informed decisions on product positioning and pricing. - Collaborated with key stakeholders to align customer service efforts with overall business and product strategy. - Managed and trained a team of customer service representatives to provide timely and effective support to customers. - Developed and implemented processes for handling customer complaints and feedback, resulting in a reduction in customer churn.

Retail Supervisor

Shopper’s DelightJul 2006 - Nov 2011 • 5 yrs 5 mos- Led cross-functional teams to develop and implement new sales initiatives, resulting in a 60% increase in revenue and expansion of the business site to improve customer experience. - Built a loyal customer base by engaging with 50-60+ customers daily through mindful, informed interactions and consistent appreciation. - Coordinated the shipping of goods, set up product displays and provided support to customers and staff during business operations to improve overall customer experience. - Utilized data analysis to track and measure the success of sales initiatives and make informed decisions on product positioning and pricing. - Collaborated with key stakeholders to align sales efforts with overall business and product strategy.

Education

Dixie State University

Associates, CommunicationMay 2020

CoLab

Certificate, Product ManagementFeb 2023

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