Olapeju Folajin

Annotated and evaluated large volumes of data according to detailed project guidelines to support the training and improvement of AI and machine learning models. Identified errors, inconsistencies, and edge cases in annotated data and model outputs, applying appropriate corrections based on project guidelines.

Served as the primary point of contact for customers across multiple channels including WhatsApp, Instagram, email, and phone. Handled customer inquiries related to bespoke orders, ready-to-wear products, sizing, fittings, pricing, delivery timelines, and after-sales support.

Proactively engaged inactive and at-risk customers through targeted outreach, identifying pain points and providing tailored support, which led to re-activating approximately 80% of dormant or disengaged users. Improved Customer Satisfaction by 35% by efficiently resolving customer inquiries and complaints through CRM tools like Intercom and Call Center.

Successfully handled customer inquiries, complaints, and technical issues, resolving 85% of cases on first contact using CRM tools like Intercom and Call Center. Conducted KYC verification and account validation processes, ensuring compliance with regulatory requirements while maintaining smooth onboarding and account review experience for customers.

Completed the AI Operations and Customer Experience Upskill Program in March 2026.

Completed a Data Analysis course covering Excel, SQL, Power BI, and Visualization from May to September 2025.

Completed a Data Analysis course covering Excel, SQL, and Tableau in May 2022.

Activities and societies: Chairman FYB Committee; Vice-President, Fresher's Orientation Programme; Member, Publicity Team, Annual Ife Public Administration Summit

B.Sc. in Public Administration from Obafemi Awolowo University, Ile-Ife, Nigeria, from May 2016 to February 2020. Research focused on conflict management between management and non-academic staff in selected public tertiary institutions.