Oladipupo Oladipuo
@oladipupooladipuo
Results-driven Quality Analyst improving customer experience and operational performance.
NigeriaWhat I'm looking for
I am a dynamic, detail-oriented Quality Analyst with experience evaluating customer service across calls, emails, and chats to ensure compliance and drive measurable improvements.
At Access Bank Contact Centre I boosted first contact resolution by 80% and reduced repeat customer complaints by 60% through targeted coaching and performance analysis, and previously improved CSAT scores and earned consecutive 100% email quality scores.
I combine strong analytical, communication, and process-improvement skills with experience in training, CRM documentation, and stakeholder collaboration to deliver consistent, high-quality service and support organizational goals.
Experience
Work history, roles, and key accomplishments
Quality Assurance Analyst
Access Bank Plc
Sep 2024 - Present (1 year 3 months)
Conduct evaluations of customer service interactions across calls, emails, and chat to ensure compliance with quality standards; coached agents to increase first contact resolution by 80% and reduce repeat complaints by 60%.
Email Support Agent
Access Bank Plc
May 2024 - Sep 2024 (4 months)
Handled customer inquiries and complaints via email, improving CSAT by 10% and achieving 100% quality scores on email evaluations for three consecutive months while documenting interactions in the CRM.
Inbound Call Agent
Access Bank Plc
Jul 2023 - May 2024 (10 months)
Resolved customer complaints and handled ~80 calls per day, contributing to a company quarterly CSAT of 95% and consistently receiving above-average call quality ratings.
Classroom Instructor
Ansar-Ud-Deen Society High School
Jan 2022 - Jan 2023 (1 year)
Taught and managed classroom activities during NYSC, implemented behavior-management plans, and assessed student progress to maintain a positive learning environment.
Media Production Intern
Lagos Television
Jan 2019 - Jan 2020 (1 year)
Assisted in pre-production, shooting, and post-production tasks including research, script support, video editing, and studio setup for broadcasts and segments.
Education
Degrees, certifications, and relevant coursework
University of Ibadan Consultancy Services Unit
Certificate, Human Resource Management
2023 - 2023
Completed a Human Resource Management certificate course focused on HR principles and practices.
National Youth Service Corps
Certificate of National Service, National Service
2023 - 2023
Activities and societies: Corp member of the year, NYSC Saki West
Completed mandatory national service program and received Certificate of National Service upon successful deployment and service.
ULUniversity of Lagos
Bachelor of Science, Mass Communication
2016 - 2021
Activities and societies: Student photographer; Sports personality recognition; Sophomore student of the year; President's Award for Quality Service and Leadership
Completed a Bachelor of Science in Mass Communication with coursework and practical experience in media production, reporting, and communication strategies.
Ansar-Ud-Deen Society High School, Saki
High School Diploma, Secondary Education
Completed secondary education and subsequently served as a Classroom Instructor during NYSC, managing instruction and classroom activities.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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