Olayeni Williams

Manage a portfolio of 30+ post-sale client accounts as the primary point of contact. Improved client engagement scores by 25% through structured onboarding, regular performance reviews, and upsell opportunities contributing to a 20% increase in account value.

Handled 80+ customer enquiries per day across multiple channels while meeting SLA targets with professional, empathetic support. Achieved 90%+ first-call resolution and reduced average handling time by 10%, while maintaining 98% record accuracy and improving response accuracy by 20% through ongoing training.

Provided flexible classroom support across 15+ schools, adapting to new environments within 24 hours and supporting classes of up to 30 students. Reduced transition times by 20% through improved classroom routine coordination and achieved a 95% staff satisfaction rate with 80% repeat bookings.

Managed 20+ client accounts as the primary post-sale point of contact, driving satisfaction, retention, and account growth. Increased customer satisfaction by 20% through faster complaint resolution and personalised account management, grew service package sales by 15%, and reduced transaction/billing errors by 30%, retaining 90%+ of accounts year-on-year.

Supported end-to-end agile delivery of a business application over a 6-month engagement by coordinating sprint priorities across a cross-functional team. Facilitated 20+ sprint ceremonies and converted 40+ business requirements into user stories, helping maintain zero critical escalations and keeping 100% up-to-date delivery documentation.

Earned a BA in Mass Communication with study in digital communication, media strategy, market research, and data analysis.