Open to opportunities

Taiwo Obasola

@taiwoobasola

Message

I lead customer support operations, improving SLA delivery, resolution times, and client satisfaction.

Nigeria

Message

What I'm looking for

I'm looking for a customer support or operations role where I can improve SLA delivery, incident resolution, reporting, and client satisfaction while leading cross-functional teams and driving continuous process improvement.

At I-Engineering, I direct daily operations for MTN, Airtel, Spectranet, and Swift, managing SLAs, field dispatch, and real-time incident resolution across multi-site infrastructure projects. I build Power BI dashboards and executive operational reports that make response time, SLA adherence, and client satisfaction visible.

I've reduced customer response time by 30% through process improvement and automated Excel reporting, cutting manual reporting effort by 65%. I also lead ITIL-aligned incident, problem, and change management in ServiceNow while supervising engineers, coordinators, and support agents.

Previously at Specific Tools & Techniques, I managed more than 500 monthly support tickets in Salesforce while maintaining a four-hour average resolution time and 95% CSAT. I used root-cause analysis, SQL, Power BI, and knowledge-base development to reduce repeat incidents and improve resolution speed.

Across customer support, dispatch coordination, and operations management, I bring practical experience improving service delivery, reporting performance, and helping teams meet demanding client expectations.

Experience

Work history, roles, and key accomplishments

Current

Call Agent — Outbound Campaign

Current

TalentX / EngageX

Jan 2026 - Present (7 months)

Handles outbound calls for international campaigns, engaging customers directly to explain processes, verify eligibility, and guide them step-by-step. Maintains compliance with call scripts and data protection standards while adapting communication style to individual customer needs.

Outbound Calling Customer Engagement CRM Compliance

Current

Operations Team Lead / Customer Service & Dispatch Coordinator

Current

I-Engineering

Feb 2025 - Present (1 year 6 months)

Directs end-to-end daily operations for MTN, Airtel, Spectranet & Swift, managing SLAs, field dispatch, and real-time incident resolution across multi-site infrastructure projects. Builds and maintains Power BI dashboards tracking response time, SLA adherence, and client satisfaction metrics.

Operations Management SLA Management Power BI Process Improvement Team Leadership ITIL ServiceNow Excel Pivot Tables Power Query

Customer Service & Operations Specialist

Specific Tools & Techniques Ltd

Mar 2023 - Jan 2025 (1 year 10 months)

Managed 500+ monthly support tickets via Salesforce CRM, maintaining a 4-hour average resolution time and 95% CSAT rating. Coordinated field dispatch, route optimisation, and resource scheduling to ensure consistent on-time SLA delivery.

Salesforce Ticket Management Root Cause Analysis Knowledge Base Power BI SQL Excel KPI Reporting Cross Functional Collaboration

Customer Support Specialist

Hatfield Consultants Ltd

Jan 2022 - Jan 2023 (1 year)

Provided first-level monitoring and troubleshooting support for network and infrastructure services, achieving 98% CSAT. Managed client communications via Microsoft Outlook, phone and ticketing systems with professionalism and speed.

First Level Support Troubleshooting Outlook Ticketing Systems SOP Development Training

Operations Manager

Global Transit Company (GTC)

Jan 2017 - Jan 2020 (3 years)

Managed day-to-day commercial operations including staff scheduling, customer service delivery and daily workflow coordination. Resolved complex customer complaints and implemented retention strategies that improved repeat business rates.

Operations Management Staff Scheduling Customer Service Complaint Resolution Retention Strategy Supply Chain Inventory Control