Oluwakemi Durojaiye

I’m a customer-focused professional with over 10 years of experience in customer service, client relations, and remote-ready administrative support. I’m known for resolving complaints quickly, improving satisfaction scores, and building trust with clients across telecom, financial services, and professional services.

In my current role as an HR & Administrative Officer (Customer Support), I serve as the primary contact for client account enquiries on a savings and investment platform. I coordinate roll-over requests and year-end fund disbursements with 100% accuracy and timely processing while keeping client records and communications up to date across digital channels.

Previously, as a Customer Relations & Administrative Officer, I managed 50+ daily customer interactions through walk-in, phone, and email, consistently driving same-day resolution. I also educate clients proactively to reduce repeat queries by an estimated 30%, and I run post-service follow-ups to improve customer satisfaction.

At ESMCS Limited (Etisalat Nigeria), I handled inbound inquiries and complaints via telephone, resolving issues within SLA timelines and reducing complaint resolution time by 20%+. I consistently met KPIs like CSAT, AHT, and FCR, while using telemarketing and referral-based outreach to support upsell revenue and sustained business growth. I also hold an Associate Member credential with CIPMN, and my education includes B.Sc. Industrial & Labour Relations and National Diploma in Secretarial Studies.