Oluwatosin Ogunyemi

Generate bi-weekly performance reports for agents and teams, analyzing KPIs to identify trends and recommend process improvements. Manage and update QA dashboards to track agent performance and oversee CS team scheduling.

Engaged with customers via multiple channels to address inquiries, resolve issues, and provide information about products and services. Acted as liaison between customers and service providers to facilitate smooth service delivery.

Maintained detailed records of customer transactions, complaints, and actions taken using CRM software. Attracted potential customers by answering product and service questions and conducted thorough follow-ups to confirm issue resolution.

Addressed customer service enquiries in a timely and accurate fashion. Built customer loyalty by placing follow-up calls for customers who reported product issues.

Ensured the safety of goods and consignments, resolved complaints from dispatch drivers and clients, and carried out risk assessments. Functioned as Health, Safety, and Environmental Officer.

Recorded and made error-free program contents, scheduled and publicized daily program schedules, and drafted, edited, and broadcast daily on-air contents to a large audience.

Facilitated effective documentation of appointment schedules and test results. Prepared timely cash records, business agendas, and minutes of meetings.

Tutored over a hundred students in the art and usage of the English language, especially in daily conversations, resulting in over 80% success.

Completed the Customer Service Proficiency certification from Saylor in 2020.

Completed the Fundamentals of Digital Marketing certification from Google in 2020.

Bachelor of Arts degree in English and Literary Studies from the University of Ilorin, Nigeria, from 2015 to 2019.