TOTheophilus Odetokun
@theophilusodetokun
Customer service specialist delivering quality assurance, issue resolution, and team coaching.
NigeriaWhat I'm looking for
I am a customer service specialist with over four years of experience in client support, issue resolution, and service quality assurance, focused on clear communication and empathy.
At Hugo Technologies I assessed agent responses, identified and mitigated quality risks, conducted shadow sessions, and collaborated with training teams to drive measurable improvements in CX.
I am proficient with CRM tools such as Zendesk, JIRA, Confluence and Slack, skilled in root-cause analysis, documentation, and QA—committed to improving customer satisfaction in fast-paced environments.
Experience
Work history, roles, and key accomplishments
Quality Analyst (CX)
Hugo Technologies
Oct 2023 - Present (2 years 3 months)
Assessed agent responses against quality rubrics, identified and mitigated quality risks, and conducted feedback and shadowing sessions to improve CX performance.
Customer Experience Agent
Hugo Technologies
Mar 2021 - Oct 2023 (2 years 7 months)
Handled inbound and outbound customer inquiries and complaints, resolved issues within SLA, and maintained high satisfaction through proactive follow-ups and knowledge maintenance.
Education
Degrees, certifications, and relevant coursework
ESGT Benin University
Bachelor of Science, Computer Science
2019 - 2021
Completed a Bachelor of Science in Computer Science with focus on core computing principles and software development.
NLNIIT Lagos
Diploma in Information Technology, Information Technology
2017 - 2019
Completed a Diploma in Information Technology with emphasis on software engineering fundamentals and practical training.
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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