Open to opportunities

Oluwagbemisola Odola

@oluwagbemisolaodola

Message

Highly motivated B2B Support Specialist with extensive customer care experience.

Nigeria

Message

What I'm looking for

I am looking for a role that values customer-centric approaches and offers opportunities for growth.

I am a highly motivated and customer-focused B2B Support Specialist with over 3 years of experience in remote customer support and 4 years in onsite customer care, specializing in healthcare facility account management. My proven ability to proactively own and resolve complex client issues has driven retention and prevented churn in fast-paced environments.

At Apex Health Solutions, I act as the primary frontline account manager for key business clients, ensuring a seamless experience while managing high-volume communications. My strong communication skills allow me to articulate complex information clearly to stakeholders, and I consistently exceed service delivery standards in a dynamic remote setting.

Previously, I worked at DU Communications in Dubai, where I developed quality assurance protocols that improved customer interaction scores by 30%. My focus on training and development resulted in a 25% reduction in onboarding time for new employees. I am passionate about enhancing customer satisfaction and loyalty through effective issue resolution and proactive engagement.

Experience

Work history, roles, and key accomplishments

Current

B2B Support Specialist

Current

Apex Health Solutions

Jan 2022 - Present (3 years 5 months)

Acted as the primary frontline account manager for key business clients, specifically healthcare facilities, consistently ensuring a seamless experience. Proactively identified and resolved end-to-end customer issues, handling inbound phone calls and email tickets with urgency and precision to prevent escalation.

Account Management Churn Prevention Salesforce Zendesk Microsoft Office Suite Google Workspace

Customer Service / Quality Assurance

DU Communications

Oct 2015 - Sep 2018 (2 years 11 months)

Developed and implemented quality assurance protocols that improved customer interaction scores by 30%, fostering a culture of excellence within the team. Conducted training sessions for new employees on customer service best practices, resulting in a 25% reduction in onboarding time and quicker integration into the team.

Quality Assurance Customer Service Training Development Customer Feedback Analysis Communication Data Analysis

Client Care Representative

MTN Nigeria / ISON BPO

Aug 2012 - Aug 2013 (1 year)

Took ownership of customer queries from initial contact to resolution, achieving a 95% first-contact resolution rate and enhancing customer satisfaction. Engaged with potential, new, and existing clients to build strong relationships, resulting in a 20% increase in customer retention.

Customer Satisfaction Relationship Building Record keeping Promotional Activities Query Resolution

Education

Degrees, certifications, and relevant coursework

University of Ibadan

Bachelor of Education, Guidance and Counselling

Completed a Bachelor of Education with a specialization in Guidance and Counselling. Gained foundational knowledge and skills relevant to educational support and psychological principles.