Rhoda Olowe

Dedicated and detail-oriented Customer Care Representative and Content Moderator with proven experience in delivering exceptional customer support and maintaining safe, high-quality digital platforms. Skilled in handling customer inquiries, resolving complaints efficiently, and providing accurate information while ensuring a positive customer experience. Experienced in content moderation, including reviewing user-generated content, enforcing community guidelines, and identifying policy violations with accuracy and professionalism.

Possess strong communication, problem-solving, and conflict-resolution skills, with the ability to manage multiple tasks in fast-paced environments. Adept at using customer support systems, maintaining confidentiality, and collaborating effectively within teams to improve service quality and operational efficiency. Committed to upholding company standards, enhancing customer satisfaction, and contributing positively to organizational success.

Content Moderator (TikTok) - Teleperformance Kenya - Nairobi

(2023-06 - 2026-04)

• Developed and executed data-driven digital marketing strategies aligned with business goals and budget resulting in 25% increase in online engagement and improved ROI within 6 months.
• Conducted in-depth market segmentation, target audience data, competitor analysis, market research, key trends, and customer behavior leading campaign direction and increased lead generation by 30%.
• Created top performing content for email marketing, websites, and social media contributing to a 20% increase in conversion rates through customized messaging and strategic call-to-actions.
• Monitored key performance indicators (KPIs) across campaigns, leading to a 30% increase in CTR and 20% reduction in cost-per-click (CPC) over 3 months by implementing data-driven optimizations based on performance analytics.

Customer Care Representative - Buypower - Ilorin, Kwara State Nigeria

(2022-01 - 2023-06)

• Delivered exceptional customer support with an average 60-second call response time (AHT), exceeding service level benchmarks and enhancing customer satisfaction.
• Achieved 95% call resolution (FCR) on first call reducing escalations and boosted up-sell revenue by 15% and a 90% resolution rate for technical issues, providing efficient troubleshooting and contributing to customer loyalty.

Customer Service Representative - Ison Experience BPO - Ilorin, Kwara State Nigeria

(2019-01 - 2021-01)

• Delivered exceptional customer support with an average 20-second call response time (AHT), exceeding service level benchmarks and enhancing customer satisfaction.
• Achieved 95% call resolution (FCR) on first call reducing escalations and boosted up-sell revenue by 15% and a 98% resolution rate for technical issues, providing efficient troubleshooting and contributing to customer loyalty.

Bsc. - Geography and Environmental Management - University of Ilorin (2019-10)