Open to opportunities

Olusegun Laiyemo

@olusegunlaiyemo

Message

Call center team lead delivering high-resolution customer support and complaint reduction.

Nigeria

Message

What I'm looking for

I’m looking for a customer-focused call center role where I can lead a small team, resolve escalations, use Zendesk/CRM to meet SLAs, and keep satisfaction high—while supporting lead generation, retention, and smooth client follow-up.

I’m a Call Center Executive (Team Lead) with a strong track record of resolving customer queries efficiently, handling inquiries professionally, and improving satisfaction through clear communication and attention to detail. In my roles, I focus on prompt, solution-oriented support—especially when issues require escalation and careful follow-through.

Across my customer service experience, I’ve managed high volumes of inbound and outbound calls, achieved strong first-contact resolution rates, and processed requests accurately. I’ve also improved performance through better coordination with cross-functional teams, reducing escalation cases and repeat complaints.

I’m experienced with CRM-driven support and help desk ticket workflows, including logging, categorizing, prioritizing, and managing tickets within agreed SLAs. Tools I use include Zendesk, Slack, Zoho Campaign, Microsoft Office, Google Drive, and Teams to keep communication organized and customer records accurate.

Most recently, I supervised and coordinated a team of 3–5 call center representatives, ensured adherence to service standards, trained new team members on call handling and CRM systems, and reduced unresolved cases. I enjoy turning complex customer situations into clear next steps—while also supporting lead follow-up, retention initiatives, and smooth client meetings.

Experience

Work history, roles, and key accomplishments

Current

Call Center Executive (Team Lead)

Current

Foremost Radiology Consultancy Ltd

May 2025 - Present (1 year 2 months)

Supervised a team of 3–5 call center representatives, managing 60–80 inbound inquiries and outbound lead-generation calls daily while sustaining a 95% customer satisfaction rating. Resolved escalations by reducing unresolved cases by 35% within six months and scheduled 30+ weekly client meetings, training new team members on call handling and CRM/protocols.

Team Leadership Call Handling Outbound Calling Lead Generation CRM Systems Protocols Client Meetings Customer Satisfaction

Customer Service Representative

Beaches & Boats Nigltd

Apr 2024 - Feb 2025 (10 months)

Managed 40–60 customer inquiries daily via phone, email, and social media, maintaining a 95% customer satisfaction rate. Conducted outbound calls to support repeat bookings growth, coordinated 25+ weekly bookings, processed customer payments, and reduced business-hours response time to under 15 minutes.

Customer Service Outbound Calling Email Support Social Media Support Booking Coordination Payment Processing Record keeping Customer Satisfaction

Call Center Officer

AS Organizer PLC

Oct 2022 - Dec 2023 (1 year 2 months)

Handled 60–80 customer inquiries daily and resolved technical issues such as login errors, software malfunctions, and account access challenges with a 90% first-call resolution rate. Logged and managed 100+ help desk tickets weekly in CRM systems while supporting loan application onboarding for 30+ new customers weekly.

Customer Support Login Error Resolution Help Desk Ticketing Systems CRM Systems Loan Application Support Onboarding Escalation Management

Customer Service Representative

Jumia NG

Jan 2022 - Sep 2022 (8 months)

Managed 80–120 inbound and outbound calls daily, resolving 90%+ of customer inquiries and complaints on first contact to improve customer satisfaction. Processed customer orders and service requests with 98% data accuracy and reduced escalations by 25% through cross-functional collaboration.

Customer Service Inbound Calls Outbound Calling Query Resolution Complaint Handling Order Processing Cross Functional Collaboration