Moninuola Odedeyi

Led a virtual team of customer service agents, driving performance improvement. Utilized dashboards for performance tracking and implemented the TOPS framework, achieving a 95% client satisfaction rate through effective coaching and issue resolution.

Collaborated with operations manager to identify issues and generate action plans for KPIs. Coordinated with WFM team to optimize schedules, achieving a 95% client satisfaction rate and improving scheduling efficiency by 30%. Responsible for client satisfaction and profitability of the program.

Identified training needs and created programs for customer service agents. Delivered training sessions, achieving a 90% pass rate and improving customer satisfaction and handling time.

Provided first-level support to agents, maintaining a 6-minute first response time. Assisted with escalations and improved ticket handling time by 40% through coaching.

Handled customer inquiries via phone, email, and chat. Resolved card issues and improved customer satisfaction through effective product knowledge, achieving a 95% satisfaction rate.

Trained and counseled students, assisting in their learning and public speaking skills. Conducted fire drills and inspections as a Fire Warden.

Completed a Master of Science in Managerial Psychology, focusing on the application of psychological principles to management and organizational behavior.

Earned a Bachelor of Science in Industrial Relations with a focus on Human Resource Management, studying the dynamics of workplace relationships and employee management.