Open to opportunities

Mary Oyelami

@maryoyelami

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Results-driven Customer Support Specialist with 9 years of experience.

Czechia

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What I'm looking for

I am looking for a role that values teamwork and offers opportunities for growth and development in customer experience management.

I am a results-driven Customer Support Specialist with over nine years of experience in providing outstanding support across various channels. My expertise lies in troubleshooting technical issues, managing customer accounts, and consistently exceeding customer satisfaction targets. I pride myself on my strong teamwork and communication abilities, which have enabled me to build positive relationships with clients.

Throughout my career, I have demonstrated a proven ability to resolve issues efficiently while maintaining the highest level of confidentiality with customer information. My experience includes leading teams, preparing performance evaluation reports, and utilizing data analytics to enhance customer experience. I am passionate about continuous improvement and actively seek opportunities to streamline processes and improve overall customer satisfaction.

Experience

Work history, roles, and key accomplishments

Team Lead – Customer Experience

Access ARM Pension Managers

Oct 2024 - Jun 2025 (8 months)

Supervised a team, prepared reports, and developed presentation slides for performance evaluation, data analytics, and management. Maintained the highest level of confidentiality with all customer information.

Report Preparation Data Analytics Data Management Confidentiality Data Extraction SQL Microsoft Excel Customer Satisfaction

Team Lead – Complaint Management

ARM Pension Managers

Jun 2021 - Oct 2024 (3 years 4 months)

Handled customer complaints, demonstrating strong problem-solving skills and empathy to resolve issues promptly and effectively. Analyzed complaints to determine root causes and identify recurring systematic issues.

Complaint Handling Problem Solving Empathy Root Cause Analysis Training Performance Monitoring Customer Service Data Analysis Reporting

Contact Centre Agent – Digital Channel

ARM Pension Managers

Aug 2018 - Jun 2021 (2 years 10 months)

Received and documented customer complaints, requests, and inquiries via email and chat. Offered solutions to resolve complaints and followed up via phone, email, or chat.

Customer Service Email Support Chat Support Confidentiality CRM

Customer Care Executive

Ama-Dove

Aug 2017 - Aug 2018 (1 year)

Assisted customers with product inquiries, order processing, billing issues, and service requests, ensuring a positive customer experience. Resolved customer complaints and escalated issues as needed to ensure prompt resolution and customer satisfaction.

Customer Service Order Processing Billing Support Customer Satisfaction

Customer Service Representative

ISON BPO (MTN)

Oct 2015 - Jul 2017 (1 year 9 months)

Managed the resolution of customer complaints on the CRM platform and provided information to clients on products and services. Ensured customer satisfaction by escalating complaints and following up for a resolution.