Open to opportunities

Oluwatobi Olayiwola

@oluwatobiolayiwola

Customer service and call center professional with 4 years’ experience improving retention through clear, effective customer support.

Nigeria

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What I'm looking for

I’m looking for a customer service/call center role where I can improve retention and satisfaction, resolve issues fast, and use scripts, data, and SLAs to deliver measurable results while working with a supportive team.

I’m a call center and customer service professional with 4 years of experience in cold calling, objection handling, and inbound customer care. I resolve issues quickly, communicate solutions clearly, and maintain a positive, professional attitude in every interaction.

I collaborate across teams to deliver seamless support—reaching out proactively for policy reviews and renewal reminders, and escalating complex issues with a focus on timely follow-through. I’m comfortable balancing quantity with quality while adhering to service SLAs, company policies, and service quality standards.

I also bring strong outbound sales support experience through telemarketing and customer engagement. I use scripts, data, and intuition to guide service calls, identify client needs, prepare proposals/quotations/contracts, and keep accurate records using CRM systems and workplace tools like Excel and Google Sheets.

Experience

Work history, roles, and key accomplishments

Customer Service Officer

CSAA Insurance Group

Jun 2024 - Dec 2025 (1 year 6 months)

Collaborated with underwriting, claims, and billing teams to resolve complex customer service issues, while supporting retention through policy reviews, renewal reminders, and satisfaction follow-ups. Escalated unresolved cases to supervisors and tracked resolution progress to ensure timely follow-through and SLA adherence.

Customer Support Customer Retention SLA Management Escalation Management Cross functional Coordination Problem Solving

Telemarketer

Archar Oil and Gas

May 2023 - Apr 2024 (11 months)

Conducted outbound calls to promote fuel supply contracts, equipment leasing, and maintenance packages by identifying client needs and matching solutions. Scheduled appointments and maintained detailed client interaction records in the company’s CRM system to support sales follow-ups and deal closure.

Outbound Calling Lead Generation Cold Calling Persuasion Appointment Scheduling CRM Data Management

Sales Representative

Gio&Gee Hotels and Event Centre

Sep 2021 - Mar 2023 (1 year 6 months)

Sold hotel accommodation packages and event spaces for individual and corporate clients, generating leads through cold calls, referrals, and networking. Prepared proposals, quotations, and contracts for event bookings and coordinated with events and catering teams to ensure client specifications were accurately fulfilled.

Cold Calling Lead Generation Proposal Writing Client Relationship Management Event Coordination Microsoft Office Google Sheets