Open to opportunities

Gabriel Ogunlana

@gabrielogunlana

Message

Seasoned customer service professional driving satisfaction, process improvements, and team performance.

Nigeria

Message

What I'm looking for

I seek a customer-focused role where I can improve satisfaction and efficiency, lead or mentor teams, and apply CRM and admin skills in a collaborative, growth-oriented environment.

I am a seasoned Customer Service Agent with over five years of experience delivering high customer satisfaction across retail and call-center environments. I specialize in problem-solving, effective communication, and mastering CRM systems to resolve issues quickly.

I have led and mentored teams of up to 20 representatives, driving a 40% improvement in service delivery metrics through coaching and process refinement. I consistently exceeded departmental targets, improving customer satisfaction scores by over 25% annually.

My hands-on experience spans inbound/outbound support, digital channels, and administrative leadership where I implemented workflow optimizations that cut average call handling time by 20% and boosted resolution rates. I am proficient with digital communication tools and CRM platforms such as Convoso.

I hold a B.Sc. in Agricultural Economics and additional certifications including a Soccer Agent advisor certificate and a Cyber Security & Ethical Hacking internship. I bring adaptability, attention to detail, and a customer-focused ethos to roles that value measurable service improvements.

Experience

Work history, roles, and key accomplishments

Current

Customer Agent

Current

Lika Global Inc

Jan 2023 - Present (2 years 9 months)

Managed inbound and outbound inquiries remotely for rent-to-own products, guiding applicants through processes and improving application completion rates. Maintained product knowledge and communicated pricing, terms, and eligibility to ensure informed customer decisions.

Customer Service Product Knowledge Problem Solving Microsoft Office

Customer Service Representative

Multichoice Group Ltd

Dec 2020 - Nov 2023 (2 years 11 months)

Handled high-volume client interactions via phone, email, and live chat to process orders, resolve issues, and support product inquiries, consistently maintaining professional and efficient service. Collaborated with cross-functional teams to resolve complex customer problems and foster positive relationships.

Customer Support Live Chat Email Support Phone Support CRM Cross Functional Collaboration Microsoft Office

Head of Administration

Mountain Group

Jan 2018 - May 2020 (2 years 4 months)

Maintained and updated company databases, prepared reports for decision-making, and managed sensitive documents with confidentiality to support operational efficiency. Reviewed and updated office policies to align with corporate standards and regulatory requirements.