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Feranmi Ogunlade

@feranmiogunlade

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I resolve high-volume customer concerns with empathy, clear guidance, and an 80% positive-resolution rate.

Nigeria

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What I'm looking for

I'm looking for a customer service role where I can resolve high-volume customer concerns, use empathy and clear communication, and grow in a structured, diverse service environment.

At Unique Open University, I handled 40+ inbound calls daily for parents and students navigating admissions, fees, academic records, and administrative concerns.

I turned difficult, emotionally charged conversations into positive outcomes, achieving an average 80% positive-resolution rate across my daily call schedule. I bring a calm, solutions-first approach to every interaction.

I logged and tracked customer interactions in Zendesk and Salesforce, maintained accurate case histories, and coordinated follow-ups with academic and administrative teams until issues were resolved.

My Healthcare Management education strengthens my patient-centered communication and administrative operations skills. I communicate fluently in English and Yoruba, with basic French and Korean for diverse customer communities.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

Unique Open University

Jan 2024 - Jan 2025 (1 year)

Handled an average of 40+ inbound calls daily, addressing academic, administrative, and enrollment concerns from parents and students. Achieved an 80% satisfaction rate and maintained accurate case histories using CRM and helpdesk software.

Zendesk CRM Google Workspace Freshdesk Active Listening Complaint Resolution

Education

Degrees, certifications, and relevant coursework

Global Wealth University

Bachelor of Science, Healthcare Management

2023 -

Pursuing a BSc in Healthcare Management with a strong foundation in healthcare systems, patient-centered communication, and administrative operations.