0molade Olaniyan

Organised, tech-savvy remote professional with an MSc in Computer Science and over four years of experience in customer service, frontline support and case management. Currently working in a fully remote contact centre, handling enquiries by phone and digital channels and keeping accurate records across several systems at once. Skilled in clear written and verbal communication, CRM and case management systems (Salesforce), managing competing priorities and staying calm under pressure.

Reliable, discreet and quick to learn new tools.

Operations Customer Expert I - Teleperformance (Student Loans Company) - Remote, UK

(2026-07)

• Handle inbound customer enquiries by phone and digital channels, giving clear, accurate information and resolving issues at first point of contact
• Use Salesforce, Alfresco, CLASS and LA Portal at the same time during live calls to verify accounts, review documents, update records and process requests
• Keep accurate records of every interaction in line with data protection and quality assurance standards
• Apply active listening and de-escalation skills to support customers in financial or personal difficulty
• Work to individual and team performance targets in a fast-paced, fully remote environment
• Completed structured induction training on policies, systems and compliance before taking live contacts

Intervention Worker - Hestia Housing and Support - Islington, London

(2025-02 - 2026-04)

• Managed a caseload of clients with complex needs, keeping accurate case notes, support plans and digital records
• Coordinated with NHS teams, social workers, probation officers and third-sector organisations
• Referred clients to the right services at the right time and supported them to use online platforms and services

Intervention Worker (Out of Hours) - Hestia Housing and Support - Islington, London

(2023-10 - 2025-02)

• Handled urgent situations calmly, making quick decisions and carrying out dynamic risk assessments
• Liaised with emergency services and on-call professionals; wrote clear handovers and records for continuity between teams

Live-In Carer - Forge House Care

(2023-07 - 2023-10)

• Provided 24-hour person-centred care, monitored wellbeing, escalated concerns and kept accurate care records

Support Worker - Welcome House Residential Care Home

(2022-03 - 2023-06)

• Supported adults with physical disabilities and mental health conditions as part of a multidisciplinary team, contributing to care plans and reviews

MSc - Computer Science (Network Engineering) - University of Greenwich, London (2022-09 - 2023-09)

BSc - Physics and Electronics - Ajayi Crowther University, Nigeria (2017-09 - 2022-07)