Olakunle Owoeye

Strategic and compassionate leader with over 10 years of experience managing high‑volume client service operations across Contact Centre, Banking, and Telecommunications. Proven ability to lead diverse teams, strengthen service delivery, and uphold privacy, compliance, and organizational values. Skilled in workforce planning, coaching, conflict resolution, operational oversight, and data‑driven decision making.

Adept at building inclusive, respectful environments while improving processes to enhance client experience and organizational efficiency.

Service Leader – Contact Centre at TWCC Contact Centre Services Ltd (2024-01 – Present)

• Led and supervised a remote team of 23 representatives, overseeing scheduling, workflow coordination, and performance management to ensure timely, respectful, and efficient client service delivery.
• Provided mentorship, coaching, and development planning to strengthen staff capability and engagement.
• Exercised authority in hiring, onboarding, coaching, and corrective action in alignment with organizational standards.
• Oversaw intake workflows, case prioritization, and service queues to maintain high responsiveness and quality.
• Maintained accurate client documentation and upheld privacy and confidentiality requirements.
• Analyzed service trends, prepared weekly and monthly operational reports, and used insights to forecast demand and adjust staffing.
• Collaborated with internal teams and external partners to resolve operational challenges and improve service processes.
• Identified opportunities for continuous improvement and led change initiatives to enhance client experience.
• Utilized Teams, SharePoint, and AI tools to strengthen communication, documentation, and decision support.

Team Manager – Customer Care at Shaw Communications (2019-01 – 2023-12)

• Supervised a team of 20 agents in-office and remotely, managing workforce planning, coaching, and performance development.
• Oversaw client interactions across phone, email, and chat, ensuring respectful, consistent, and policy‑aligned service delivery.
• Managed escalated cases, applying conflict resolution techniques and evidence‑based decision making.
• Prepared operational summaries, trend analyses, and recommendations for leadership review.
• Conducted quality assurance and workflow assessments to improve efficiency and reduce client effort.
• Collaborated with cross‑functional teams to address systemic issues and strengthen service operations.

Customer Advisor at Shaw Communications (2017-01 – 2019-12)

• Delivered frontline client support, ensuring accurate interpretation of policies and service agreements.
• Resolved concerns through active listening, conflict management, and fair application of service rules.
• Documented case outcomes and maintained accurate client records.

Personal Banking Representative at PC Financial (2014-01 – 2017-12)

• Interpreted and applied banking policies, financial regulations, and compliance requirements in client interactions.
• Resolved disputes through fact‑finding, policy interpretation, and impartial decision making.
• Built strong client relationships and delivered high‑quality, respectful service.

Relationship Manager at Sterling Bank

• Oversaw daily branch operations, ensuring compliance with financial regulations, internal policies, and risk management standards.
• Maintained assets and liabilities of the branch for profitability.
• Led and coached sales and service staff, supporting performance improvement and professional development.
• Evaluated collateral, prepared credit and loan reports, and ensured adherence to regulatory guidelines.
• Mediated disputes using policy frameworks and financial legislation.
• Prepared monthly operational reports and advisory materials for senior leadership.

Master of Business Administration in Financial Management – Lagos State University, Nigeria

Higher National Diploma in Accounting – Ogun State Polytechnic, Nigeria

Ordinary National Diploma in Accounting – Lagos State Polytechnic, Nigeria