Oluwatosin Shelle
@oluwatosinshelle
Customer experience leader with a focus on operational excellence.
NigeriaWhat I'm looking for
I am a dedicated customer experience professional with a proven track record in enhancing service delivery and operational efficiency. My experience spans various roles, including Contact Centre Supervisor and Product Manager, where I have consistently achieved high customer satisfaction rates and driven significant revenue growth. At ARMRA, I successfully managed customer subscriptions and streamlined renewal processes, reducing churn by 50% and achieving a near-zero error rate in order processing.
Throughout my career at The AlternativeBank, I have led teams of over 50 Customer Support Officers, ensuring exceptional service delivery and achieving a 99% first-contact resolution rate. My strategic initiatives have resulted in a 20% increase in sales revenue and a 30% growth in e-product onboarding. I thrive in collaborative environments, working cross-functionally to implement CRM tools that enhance ticket resolution efficiency and improve customer engagement.
Experience
Work history, roles, and key accomplishments
Contact Centre Supervisor
THE ALTERNATIVEBANK
Jun 2023 - Jun 2024 (11 months)
Led a team of over 50 Customer Support Officers, achieving a 99% first-contact resolution rate. Optimized order processing workflows and directed a multilingual team to exceed performance targets, enhancing service delivery and customer satisfaction.
Product Manager, USSD
THE ALTERNATIVEBANK
Aug 2023 - Dec 2023 (4 months)
Increased sales revenue by over 20% through targeted sales strategies. Ensured 99.9% network uptime for USSD services and reduced customer churn by 10% through proactive engagement and improved complaint resolution.
Email Agent
ARMRA
Aug 2023 - Oct 2023 (2 months)
Managed customer email responses using Gorgias, achieving an 85% CSAT. Oversaw delivery schedules with a 99% on-time fulfillment rate and reduced churn by 50% through effective subscription management. Maintained a 99.9% accuracy in order processing and improved customer feedback processes.
Complaints Resolution Officer/CX Project Manager
THE ALTERNATIVEBANK
Jan 2020 - Aug 2023 (3 years 7 months)
Drove a 20% revenue increase by enhancing product visibility and optimizing processes for a 25% efficiency gain. Achieved 99.9% case closure within SLAs and led projects that improved turnaround times by 40%.
Education
Degrees, certifications, and relevant coursework
Lagos State University
MBA, Business Administration
2021 - 2023
University of Lagos
Bachelor of Science, Biochemistry
2010 - 2014
Availability
Location
NigeriaAuthorized to work in
Job categories
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