Open to opportunities

Favour Omolayo

@favouromolayo

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Customer support and data-driven ops specialist focused on fast, accurate resolutions.

Nigeria

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What I'm looking for

I’m looking for a role where I can own customer issue resolution and strengthen operations with accurate reporting. I thrive in structured troubleshooting, cross-team communication, and metrics-driven improvement—available full-time with weekend coverage.

I’m a customer support professional who resolves tickets over email and phone with a clear focus on speed, accuracy, and documentation. In my customer support role, I handled around 40 inquiries a day, achieving an 85% first-contact resolution rate and roughly 90% customer satisfaction.

Before that, I improved internal workflows by rebuilding HR documentation and reporting using Excel and SharePoint, cutting turnaround time by about 70%. I also maintained 150+ staff records fully audit-compliant with zero discrepancies, turning disorganised backlogs into a categorized, searchable system.

I bring an analyst mindset from geology research work, where I built structured datasets under tight deadlines and cross-checked classifications to create reliable biostratigraphic zonations. I’ve also completed GE Aerospace’s Manufacturing Engineering job simulation on Forage, strengthening my ability to follow structured troubleshooting and reporting processes under defined requirements.

Experience

Work history, roles, and key accomplishments

Graduate Intern, HR & Operations

Nigerian Breweries Plc (Heineken)

Jul 2025 - Jul 2026 (1 year)

Rebuilt HR documentation workflows using Excel and SharePoint, reducing turnaround time by about 70%. Maintained 150+ staff records as audit-compliant with zero discrepancies and supported cross-team coordination with production, logistics, finance, and QA.

HR Documentation Excel SharePoint Data Entry Record keeping Data Verification

Customer Support Associate

Sunstone Publications

Jan 2025 - Apr 2026 (1 year 3 months)

Answered around 40 customer questions per day by email and Freshdesk ticketing, maintaining accurate case notes. Resolved 85% of inquiries on first reply and sustained about 90% customer satisfaction while improving follow-up and case tracking.

Customer Support Freshdesk Ticketing Email Support Case Documentation CSAT Troubleshooting

Research Assistant (Geology)

Department of Geology, Obafemi Awolowo University

Sep 2023 - Dec 2024 (1 year 3 months)

Classified foraminifera species from stratigraphic core samples as part of a team, building a structured dataset under tight deadlines. Cross-checked faunal assemblages against known records to support biostratigraphic zonation.

Geology Foraminiferal Taxonomy Stratigraphic Core Samples Biostratigraphy Scientific Record Cross Checking