kadiri osewe
@kadiriosewe
I turn high-volume customer support conversations into fast resolutions, retention, and revenue.
NigeriaWhat I'm looking for
At DHL Express International, I resolve complex customer inquiries across phone, email, and chat, handling 80+ daily queries while exceeding SLA targets.
I use Genesys, Salesforce, HubSpot, GEMA, and SPARK to improve case handling, helping lift resolution rates by 80% and customer satisfaction to 95%.
I turn service conversations into bookings and qualified leads, contributing to 80%+ revenue growth and a 35% expansion of the customer base. I won DHL's Global Sales Lead Campaign in 2024 for identifying and registering the highest-transaction companies sourced through customer service globally.
With a Computer Science background and hands-on IT support experience, I bring technical troubleshooting, process improvement, and new-hire mentorship to customer success. I was named DHL Quality Superstar in 2025 for business process and customer satisfaction performance.
Experience
Work history, roles, and key accomplishments
Resolves complex inquiries and complaints across 80+ daily customer queries while exceeding SLA targets using Genesys and DHL case-management systems. Collaborates with cross-functional teams to improve resolution rates and customer satisfaction, and converts inquiries into bookings and upselling opportunities.
Delivered full suite of customer service solutions handling 80+ calls daily at a 95%+ satisfaction rate. Won DHL's Global Sales Lead Campaign (2024) and increased revenue by 80%+ through converting inquiries into sales opportunities.
Configured wireless access points, switches, and routers; maintained and resolved hardware issues. Diagnosed and resolved system and application software problems across the office environment.
Education
Degrees, certifications, and relevant coursework
Ahmadu Bello University (DLC)
Master of Science, Information Management
Pursuing a Master of Science in Information Management, expected to complete in 2026.
Olabisi Onabanjo University
Bachelor of Science, Computer Science
Earned a Bachelor of Science in Computer Science with honors.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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