Open to opportunities

Adetunji Otubanjo

@adetunjiotubanjo

Message

Results-driven Quality Assurance Specialist with expertise in customer experience.

Nigeria

Message

What I'm looking for

I am looking for a role that fosters growth, values customer satisfaction, and emphasizes process improvement.

I am a results-driven Quality Assurance Specialist with a strong focus on customer experience, KYC compliance, and process improvement. My career has been marked by a proven track record of optimizing service delivery and enhancing operational efficiency. I have successfully implemented QA processes that led to a 6% increase in customer satisfaction scores and revamped evaluation frameworks that improved service quality scores by 10%. My commitment to mentoring underperforming advisors has driven significant performance improvements within my teams.

Throughout my professional journey, I have gained extensive experience in identity verification and customer service management. As a KYC Officer, I conducted identity verification with a 95% accuracy rate and trained new team members on compliance procedures. My role as a Customer Service Advisor allowed me to manage customer inquiries effectively, achieving a 93% KPI rating while consistently meeting productivity targets. I am also certified in Lean Six Sigma, which has equipped me with the skills to drive process improvements across various functions.

Experience

Work history, roles, and key accomplishments

Current

Quality Assurance Specialist

Current

Kingmakers

Nov 2023 - Present (1 year 7 months)

Implemented QA processes leading to a 6% increase in CSAT scores and revamped evaluation frameworks, improving service quality scores by 10%. Mentored underperforming advisors and conducted daily evaluations, achieving over 95% in monthly QA knowledge assessments.

Quality Assurance Process Improvement Customer Experience Team Leadership Salesforce SharePoint Data Analysis CSAT

KYC Officer

Kingmakers

Jun 2023 - Oct 2023 (4 months)

Conducted identity verification with a 95% accuracy rate in KYC audits and trained new team members on KYC procedures, ensuring compliance while exceeding daily processing targets.

KYC Identity Verification Training Auditing Customer Service Regulatory Compliance Performance Metrics

Customer Service Advisor

Kingmakers

Dec 2021 - May 2023 (1 year 5 months)

Managed customer inquiries through various channels, achieving a 93% KPI rating. Documented all interactions using Salesforce and SharePoint while consistently meeting productivity targets.

Customer Service Salesforce SharePoint KPIs Communication Skills Performance Metrics Problem Solving Team Collaboration Data Entry

Customer Service Representative / Stock Controller / Team Lead

Airtel Networks Ltd

Nov 2017 - Jan 2022 (4 years 2 months)

Surpassed monthly CRM entry targets by 300% and consistently met sales targets, generating significant monthly revenue. Achieved perfect scores in national job knowledge tests multiple times.

Customer Service CRM Management Sales Targets Revenue Team Leadership Inventory Management Performance Metrics Communication Skills Problem Solving Data Analysis

Transaction Officer

Cross and Crescent Transaction Ltd

Nov 2016 - Oct 2017 (11 months)

Managed administrative tasks and partner relationships, boosting annual revenue while coordinating quality assessments and communicating reports to leadership.