Oluwakemi Oshodi
@oluwakemioshodi
Customer Support Officer at Ikeja Electric who improved complaint resolution by 62%.
NigeriaWhat I'm looking for
At Ikeja Electric, I designed and implemented a structured customer follow-up system that increased complaint resolution by 62%, reduced repeat complaints, and improved service delivery. I also established a process for tracking unresolved complaints and keeping customers updated.
Previously, I investigated escalated complaints at United Bank for Africa (UBA) and supported customers through live chat and email. My experience also includes managing social media at JTY Media and supporting marketing campaigns at CassavaCash Limited.
Experience
Work history, roles, and key accomplishments
Customer Service Officer
Ikeja Electric
Jan 2024 - Present (2 years 9 months)
Designed and implemented a structured customer follow-up system that increased complaint resolution by 62%. Managed 80+ live chats and 80-100 customer calls daily while maintaining KPI performance between 90-100%.
Resolution Officer
United Bank for Africa
Dec 2022 - Dec 2023 (1 year)
Investigated and resolved escalated customer complaints involving external financial institutions. Coordinated with internal and external stakeholders to ensure timely resolution within agreed service levels.
Customer Experience Expert
United Bank for Africa
Aug 2022 - Dec 2022 (4 months)
Delivered customer support through live chat and email, resolving account and product enquiries. Guided customers through banking products and onboarding processes including KYC.
Social Media Manager
JTY Media
Jun 2021 - Aug 2022 (1 year 2 months)
Managed content calendars, client communication, and audience engagement across digital platforms.
Marketing Executive
CassavaCash Limited
Oct 2020 - Jun 2021 (8 months)
Supported marketing campaigns, customer engagement, and lead generation initiatives.
Education
Degrees, certifications, and relevant coursework
Obafemi Awolowo University
Bachelor of Agriculture, Agriculture
Bachelor of Agriculture degree from Obafemi Awolowo University, completed in 2019.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Salary expectations
Social media
Job categories
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