dada taiyelolu

Lead day-to-day customer operations for a high-volume customer service program, with accountability for service delivery, performance, quality, and customer experience. Monitor operational KPIs and service metrics, using performance data and root-cause analysis to identify gaps and drive corrective actions.

Internship focused on digital marketing and social media management.

Supervised daily agent operations, monitored productivity, and ensured adherence to standard operating procedures. Tracked AHT, CSAT, FRT, QA scores, attendance, and other performance metrics; held team members accountable to targets.

Managed customer relationships and served as a primary point of contact for customer-related needs and escalations. Supported account onboarding and adoption while developing an understanding of customer goals, pain points, and service needs.

Managed social media accounts and created content.

Conducted multi-channel outreach to delinquent loan customers and explained loan agreements, repayment options, and payment plans. Maintained accurate CRM records of collection activities and customer interactions and developed strategies to reduce defaults and improve recovery.

Assisted with marketing activities.

Executed guerilla marketing campaigns.

Managed customer collections interactions, negotiated repayment arrangements, resolved disputes, and maintained accurate CRM documentation.

Completed a Diploma in Digital Marketing and Social Media Engagement in 2024.

Earned a Bachelor of Science in Applied Botany and Palynology in 2019.

Certification in Emergency First Aid with CPR Level C and AED.