Dorcas Akande
@dorcasakande
Customer-focused operations professional skilled in multi-channel support and process improvement.
NigeriaWhat I'm looking for
I am an operations and customer service professional with experience in high-volume support environments, escalation management, and training new team members. I have worked across Teleperformance and Jumia supporting proprietary tools, resolving priority issues, and maintaining accurate customer records while ensuring compliance with company protocols.
My background also includes teaching and school administration roles where I supervised classrooms and hostels, managed payments as a school cashier, and communicated regularly with parents and stakeholders. I bring strong communication, leadership, problem-solving, and time-management skills, and I am eager to grow my expertise in operations and customer experience roles.
Experience
Work history, roles, and key accomplishments
Operations Customer Expert
Teleperformance Nigeria
May 2024 - Present (1 year 5 months)
Escalate priority issues to appropriate teams and coordinate cross-departmental information flow while supporting proprietary tools and ensuring compliance; assist in training new customer support staff to improve operational efficiency.
JUCustomer Service Representative
Jumia
May 2023 - Dec 2023 (7 months)
Handled multi-channel customer inquiries and complaints, resolved issues to ensure satisfaction, and maintained accurate interaction and order records to improve service quality.
Class Teacher & Hostel Mistress
Our Lady of Apostles Senior Secondary School
Feb 2022 - Mar 2023 (1 year 1 month)
Supervised classroom activities and student materials and managed hostel operations, including boarders' health and welfare, improving residential supervision and student support.
Cashier
Techno Schools
Jun 2014 - Nov 2016 (2 years 5 months)
Processed student payments, responded to parent inquiries, and recommended service improvements to enhance administrative processes and satisfaction.
Education
Degrees, certifications, and relevant coursework
LULagos State University
Bachelor of Science, Biology
2016 - 2019
Completed a Bachelor of Science in Biology at Lagos State University, focusing on biological sciences and related coursework.
CMS Girls Senior Secondary School
Senior Secondary School Certificate (SSCE), Secondary Education
2012 - 2014
Attended senior secondary school and obtained the Senior Secondary School Certificate (SSCE).
Gbagada Girls Junior Secondary School
Some College (No Degree), Junior Secondary Education
2009 - 2012
Attended junior secondary school; education records indicate progression toward senior secondary studies.
Sadec Nursery and Primary School
First School Leaving Certificate (FSLC), Primary Education
2000 - 2008
Completed primary education and was awarded the First School Leaving Certificate (FSLC).
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
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