Rachael Ogunbiyi
@rachaelogunbiyi
I improve customer service quality, resolve complex issues, and turn customer feedback into operational improvements.
NigeriaWhat I'm looking for
I'm a customer support and operations professional with eight years of experience across gaming, banking, and telecommunications. I resolve technical, transactional, payment, and connectivity issues across chat, email, phone, and social media.
At SportyBet, I supervise and train customer service teams, analyze DSAT and CSAT feedback, publish agent performance reports, and develop SOPs. I also partner with operations, technical, and data science teams to resolve escalations, reduce repeat complaints, and improve AI chat and callbot quality.
Previously at Union Bank Nigeria, I handled banking inquiries, account and transaction support, KYC-related requests, and complex escalations. I bring a customer-first approach to high-volume support while keeping records accurate and customers informed.
Experience
Work history, roles, and key accomplishments
Customer Service Quality Assurance Analyst
SportyBets
Jan 2021 - Present (5 years 9 months)
Supervised customer service teams, provided training and feedback, and analyzed customer interactions to improve service quality. Conducted calibration sessions and published performance reports.
Customer Service Executive
Union Bank Nigeria Plc.
Jan 2018 - Dec 2021 (3 years 11 months)
Handled inbound inquiries and complaints via phone, email, and chat, resolving banking-related issues efficiently. Assisted with account management and ensured KYC adherence.
Virtual Assistant
Adei Galloway
Provided administrative and virtual support, managed client intake processes, and scheduled interviews and training for new employees.
Education
Degrees, certifications, and relevant coursework
Great Learning
Customer Relationship Management (CRM), Customer Relationship Management
Completed a Customer Relationship Management (CRM) course with Great Learning in 2023.
Tech4Dev
Product Management Bootcamp, Product Management
Completed a Product Management Bootcamp with Tech4Dev in 2023.
Alison
Diploma in Customer Service, Customer Service
Completed a Diploma in Customer Service from Alison in 2022.
Alison
Lean Six Sigma Yellow Belt, Lean Six Sigma
Earned a Lean Six Sigma Yellow Belt certification from Alison in 2022.
University of Maiduguri
Bachelor of Library Science, Library Science
Earned a Bachelor of Library Science degree from the University of Maiduguri in 2012.
Availability
Location
NigeriaAuthorized to work in
Salary expectations
Job categories
Skills
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