tosin ogunleye

Handled daily inbound customer enquiries end-to-end across phone, email, and digital systems, resolving concerns calmly and professionally. Documented each interaction accurately to support clear audit trails and appropriate follow-up actions.

Provided inbound voice and written support to passengers across high-volume shifts, logging interactions and incidents with audit-ready documentation. Managed emotionally charged situations calmly, applying sound judgement and escalating as needed under tight SLA demands.

Owned inbound customer phone calls end-to-end, delivering premium, white-glove support for enterprise software clients. Balanced phone support with email and chat workflows and produced accurate audit-ready case documentation while meeting SLA and QA benchmarks.

Delivered inbound voice and written support for high-value property accounts in a regulated environment, maintaining clear audit trails in Zendesk. Managed live phone and email queues while applying judgement and escalation discipline to resolve complex, emotionally charged enquiries with reliable follow-up.

Owned inbound enquiries for premium residential clients, delivering white-glove voice support daily and handling in-person plus written follow-ups. Maintained accurate case documentation and access logs in line with strict protocols and escalated appropriately for resident concerns.

Provided front-office voice support and written enquiry handling for visitors and incoming calls, managing scheduling and confidential documentation. Logged enquiries and document workflows in Jira Service Desk to maintain clean audit records and strong organisation.

Bachelor of Science (B.Sc.) in Management and Leadership, focused on organisational communication, stakeholder management, and customer service operations.

Level 7 Diploma in Strategic Management and Leadership, focused on strategic decision-making, client relationship management, and business operations.