Tobiloba Olanigba
@tobilobaolanigba
Customer support specialist at Smartest Energy Limited who cut recurring customer issues by 22%.
United KingdomWhat I'm looking for
At Smartest Energy Limited, I own complex billing, contract and account issues across B2B accounts, lifting customer satisfaction by 18%. I investigate billing disputes through invoice reconciliation and work to identify root causes.
I recognised recurring customer issue patterns and escalated them to Product and Engineering, contributing to a 22% drop in recurring issues. After spotting a recurring complaint pattern, I built a Change of Tenancy knowledge resource with Claude and ChatGPT.
At Aldermore Bank, I identified postal-only verification as the cause of lost rates and missed ISA deadlines. I introduced online verification, cutting turnaround from three weeks to two days and reducing account opening complaints by around 40%.
Across customer support roles in energy and banking, I’ve handled complex tickets, escalations and onboarding, while meeting service-level requirements. I’m seeking a Senior Customer Support Specialist role resolving escalated, complex tickets.
Experience
Work history, roles, and key accomplishments
Customer Operations Specialist
Smartest Energy Limited
Apr 2026 - Present (7 months)
Owns complex billing, contract and account issues end to end across 1,000+ B2B accounts, lifting customer satisfaction by 18%. Investigates billing disputes through invoice reconciliation and escalates recurring issues to Product and Engineering.
Operations and Arrears Support Specialist
Concentrix
Dec 2025 - Mar 2026 (3 months)
Managed a full caseload of tickets, calls and emails across energy and broadband accounts, meeting GDPR and safeguarding requirements. Recognised a recurring meter appointment delay and secured appointments for 7 of 10 customers weekly.
Onboarding Specialist
Aldermore Bank
Apr 2024 - Dec 2025 (1 year 8 months)
Identified postal-only verification as the root cause of lost rates and missed ISA deadlines; introduced online verification, cutting turnaround from three weeks to two days. Reduced account opening complaints by around 40% through that process change.
Customer Experience Specialist
EC Outsourcing
Sep 2022 - Mar 2024 (1 year 6 months)
Consistently exceeded a 2 working day SLA across phone, email and ticket support for energy sector customers. Resolved complaints and escalations end to end, balancing thorough investigation with clear, timely communication.
Education
Degrees, certifications, and relevant coursework
RKY Bootcamp
AML, Sanctions and PEP Screening Training, AML, Sanctions and PEP Screening
Completed AML, Sanctions and PEP Screening Training at RKY Bootcamp in 2025.
University of Sunderland
Master of Arts, Public Relations
Completed a Master of Arts in Public Relations at the University of Sunderland in 2022.
Osun State University
Bachelor of Arts, English and International Studies
Completed a Bachelor of Arts in English and International Studies at Osun State University in 2017.
Tech stack
Software and tools used professionally
Availability
Location
United KingdomAuthorized to work in
Salary expectations
Job categories
Interested in hiring Tobiloba?
You can contact Tobiloba and 90k+ other talented remote workers on Himalayas.
Message TobilobaGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
