David Olagoke

A versatile and driven professional with experience spanning customer service, international shipping operations, and human resources. Currently working at COSCO Shipping Lines, one of the world's largest shipping conglomerates, with a proven ability to manage complex client relationships, resolve escalations, and coordinate across functions in a high-volume, commercially demanding environment. A top-graduating student in English and Literary Studies, bringing strong analytical thinking and clear communication to every aspect of service delivery.

Certified HR Officer with additional expertise in data analysis, CRM systems, and project management.

Customer Service Representative at COSCO Shipping Lines (2025-04 – Present)

• Advising the consignee on cargo arrival.
• Process and issue invoices promptly; update weekly import reports.
• Routing of container movements.
• Advising consignees on overdue containers.
• Advising consignees on final invoices.
• Advising POL on major issues regarding consignees and their shipments.
• Follow up on demurrage and detention.
• Updating reports from port terminal operators.
• Handle container deposit refunds and update customer profiles in IRIS4 & CBS systems.
• Follow up on unreturned containers with the consignee and POL.
• Issuance of Delivery Order to customers, and transmission of delivery orders to terminals.
• Manage 50+ daily client enquiries across documentation and shipment tracking, maintaining a 97% customer satisfaction rating.
• Coordinate with operations, sales, and finance teams to ensure seamless service delivery and accurate billing across international accounts.
• Contributed to a 12% reduction in complaint escalations by introducing structured follow-up protocols that kept clients informed at every shipment stage.

Customer Service Representative at New Glory Catering Services (2021-01 – 2022-06)

• Managed daily customer enquiries and resolved complaints with a 95% satisfaction rate, processing 40+ orders per day with accuracy and care.
• Coordinated with kitchen staff to ensure timely order fulfilment and consistent quality standards during peak service periods.
• Introduced a feedback collection system that improved service delivery by 15%, giving management clearer visibility into recurring pain points.
• Built and maintained a portfolio of 20+ regular corporate clients, identified cross-selling opportunities that grew average order value by 10%.
• Participated in five promotional events that expanded the company's customer base and brand visibility.

Intern at ICS Outsourcing Limited (2022-09 – 2023-02)

• Supported data entry and document processing with 99% accuracy, handling approximately 25 customer support calls daily.
• Assisted team leads with research tasks and report compilation, gaining exposure to corporate procedures and professional documentation standards.

B.A. in English and Literary Studies – Koladaisi University (2020 – 2024)