Open to opportunities

Omolola Badru

@omololabadru

Message

I improve customer experiences through quality assurance, CRM analysis, coaching, and effective issue resolution.

Nigeria

Message

What I'm looking for

I'm looking to use quality assurance, CRM analysis, and customer support expertise to improve service delivery, elevate customer experiences, and contribute to revenue growth in a dynamic customer service role.

I've supported customers and improved service quality at LemFi, Ecobank Nigeria Limited, Virtue's Shop, and Tech Mahindra Business Service Group. At LemFi, I troubleshoot customer issues by email, identify experience patterns, and recommend service improvements.

At Ecobank, I monitored multichannel consultant interactions, analyzed CSAT and FCR trends, and coached teams on calls and dispute resolution. My coaching contributed to a 6% decrease in repeat calls and escalations, while dispute-resolution training improved resolution rates by 30%.

Across customer support, quality assurance, and customer success work, I use CRM tools, customer feedback, cross-selling, and process improvements to build loyalty and drive stronger service outcomes.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Representative

Current

LemFi

Apr 2025 - Present (1 year 4 months)

Assist and troubleshoot with customers via email while maintaining the highest level of courtesy and professionalism. Attend weekly meetings and interact with team members to improve service quality.

Customer Support Troubleshooting Email Support Escalation Management

Customer Service Representative

Virtue's Shop

Mar 2025 - Apr 2025 (1 month)

Served as primary point of contact for assigned clients, addressing inquiries and resolving issues promptly. Developed customer success strategies to improve product adoption and overall satisfaction.

Customer Service Client Relations Problem Solving Customer Success Process Improvement

Quality Assurance Analyst

Ecobank Nigeria Limited

Sep 2021 - Aug 2023 (1 year 11 months)

Monitored consultant interactions across various channels to ensure quality adherence and improve customer experience. Analyzed customer service metrics like CSAT and FCR to find trends and implement strategies.

Quality Assurance Process Monitoring Root Cause Analysis CSAT FCR CRM Coaching Training Data Analysis

Contact Centre Consultant

Ecobank Nigeria Limited

Aug 2017 - Aug 2022 (5 years)

Cross-sold and upsold products and services during customer interactions to enhance customer experience and satisfaction. Managed escalated customer complaints and supported team members through coaching and mentorship.

Cross Selling Upselling Customer Service Escalation Management Coaching Mentorship Onboarding

Customer Care Service Agent

Tech Mahindra Business Service Group

Nov 2015 - Nov 2016 (1 year)

Recommended products and services to management based on collected customer information and needs analysis. Handled inbound calls to resolve customer inquiries and provide information about new products and services.

Customer Service Inbound Calls Cross Selling Needs Analysis After Sales Support