OAOladeji Rapheal Ayoola
@oladejiraphealayoola
Customer-focused contact centre professional driving service excellence and operational improvements.
NigeriaWhat I'm looking for
I am a customer-focused professional with over three years' experience in customer experience, client support, contact centre operations, and service coordination. I consistently manage high-volume interactions and resolve escalations within SLA to deliver positive outcomes.
In frontline and leadership roles I have supported end-to-end customer journeys from enquiry to onboarding, maintained accurate records, and used CRM systems alongside Excel and Google Workspace to drive reporting and follow-up.
As an Assistant Team Lead I conducted call quality assessments, coached team members, managed shifts, and tracked KPIs; I was recognized as "Most Improved Staff of the Year" (2023) and received multiple commendations for performance.
I bring strong professional communication, emotional intelligence, process-improvement instincts, and a proven ability to collaborate cross-functionally to improve operational efficiency and customer satisfaction.
Experience
Work history, roles, and key accomplishments
Business Development Executive
Hyt Consulting - Renmoney Microfinance Bank
Jul 2024 - Present (1 year 7 months)
Manage end-to-end customer interactions including onboarding and post-engagement follow-up, maintain accurate records, and coordinate with internal teams to resolve issues, earning two commendation letters for performance.
Assistant Team Lead
Scimitar Global Services Limited
Jun 2023 - Jul 2024 (1 year 1 month)
Supported contact centre operations, acted as escalation point for complex issues, conducted call quality assessments, coached team members, and produced KPI reports while supporting process improvements.
Customer Service Representative
Scimitar Global Services Limited
Feb 2022 - Jun 2023 (1 year 4 months)
Handled high-volume enquiries via phone and CRM, resolved transaction discrepancies and account issues within SLAs, liaised with finance teams, and maintained detailed logs to meet service and satisfaction benchmarks.
Education
Degrees, certifications, and relevant coursework
TETai Solarin University of Education
Bachelor of Science and Education, Social Studies and Education
2017 - 2021
Bachelor of Science and Education in Social Studies and Education completed from September 2017 to October 2021.
MPMoshood Abiola Polytechnic
National Diploma, Accountancy
2013 - 2015
National Diploma in Accountancy completed from September 2013 to November 2015.
Availability
Location
NigeriaAuthorized to work in
Social media
Job categories
Skills
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