IOIfeoluwa Olang
@ifeoluwaolang
Customer experience specialist driving satisfaction, retention, and team performance in fast-paced call centers.
NigeriaWhat I'm looking for
I am a dedicated customer service professional with proven experience leading call center teams and delivering high-quality service across retail and betting operations. I have a strong communication skills in English with a track record of resolving escalations and improving customer satisfaction.
As a Call Center Team Lead, I coached and mentored agents, monitored performance metrics, and collaborated cross-functionally to streamline processes and ensure compliance. My hands-on background as an agent and representative gave me practical insight into customer needs, product knowledge, and frontline problem solving.
I hold an MSc in Public and International Affairs and completed an ALX Virtual Assistant programme; I am self-motivated, dependable, and focused on creating customer-centric cultures that drive business results.
Experience
Work history, roles, and key accomplishments
Call Center Team Lead
Surebet247
Jul 2024 - Present (1 year 3 months)
Led a team of call center agents to improve service delivery, monitored metrics to drive performance improvements, and handled escalated inquiries to ensure timely resolutions.
Call Center Agent
Surebet247
Aug 2023 - Jul 2024 (11 months)
Answered inbound and outbound calls, recorded customer interactions in backend systems, and provided product and promotion information to enhance customer satisfaction.
JUCustomer Service Representative
Jumia
Feb 2021 - Jul 2023 (2 years 5 months)
Provided daily support to internal and external customers, resolved issues with orders, deliveries and billing, and maintained customer records to preserve strong relationships.
Press and Promoter Rep
Ceofrica
May 2018 - Jun 2019 (1 year 1 month)
Represented products at trade shows and community events, promoted social campaigns, and secured sponsorships by convincing organizations to support local programs.
Editor and Marketer
Kraft Books Limited
Apr 2016 - May 2017 (1 year 1 month)
Edited manuscripts for publication, conducted market research on reader preferences, and marketed books at conferences to drive sales and visibility.
Education
Degrees, certifications, and relevant coursework
ULUniversity of Lagos
Master of Science, Public and International Affairs
2021 - 2024
Completed a Master of Science in Public and International Affairs with coursework focused on public policy and international relations.
Nigeria French Language Village
Associate of Arts, French Language and Literature
2017 - 2018
Completed an Associate of Arts in French Language and Literature with studies in French language proficiency and literature.
OUObafemi Awolowo University
Bachelor of Arts, Literature in English
2010 - 2015
Earned a Bachelor of Arts in Literature in English covering English literature, literary analysis, and writing.
Holy Child Catholic Secondary School
High School Diploma, Secondary Education
2004 - 2010
Completed secondary education and earned a High School Diploma.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Social media
Job categories
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