Olumide Adigun

Spearheaded the quality evaluation framework across phone, chat, and email support channels to ensure 100% alignment with global service standards. Drove agent performance by designing and implementing constructive coaching programs, resulting in a more consistent and high-performing service culture.

Facilitated critical calibration sessions with external stakeholders, including Carbon and FairMoney, to align quality benchmarks. Analyzed customer dissatisfaction metrics to identify process gaps and recommended targeted improvements to product owners.

Interpreted data obtained from QA reviews to identify emerging trends and areas for improvement within the contact center. Executed feedback sessions with team leaders and managers to implement corrective action plans.

Conducted daily quality audits of customer interactions across multiple touchpoints to ensure adherence to the bank's Orange service standards. Monitored and verified complex card-related transactions and dispensed error resolutions to minimize financial risks and improve processing accuracy.

Partnered on a strategic project to automate the resolution of dispense error issues, significantly reducing manual processing time. Led a team of four to clear back-end dispense errors, consistently meeting tight deadlines while maintaining high-quality deliverables.

Pursued a Bachelor's degree in Business Administration, with an expected completion in 2023.