Learning and Development Facilitator - Steadfast Comprehensive College - Ibadan, Nigeria
(2025-06 - 2026-05)
- Acted as primary point of contact for a multi stakeholder base of students, parents and institutional leadership, resolving 100% of escalated concerns within a 48 hour turnaround and eliminating recurring complaints.
- Maintained structured documentation of enquiries, complaints and resolutions, ensuring zero unresolved cases were carried beyond agreed closure timelines.
- Monitored engagement signals across 6 active cohorts, flagged early disengagement risk and executed targeted intervention sessions that improved at risk outcomes by 35%.
- Delivered 500+ structured client facing sessions while sustaining a 90%+ satisfaction rating through adaptive communication and continuous feedback collection.
Customer Service Officer - Outcess Solutions Limited - Lagos, Nigeria
(2024-06 - 2025-05)
- Surpassed KPI averages every month while handling 100+ daily inbound and outbound customer interactions across phone, email and chat channels, achieving a 100% quality score with zero failed audits, and recognized as best performing team member within first month of resumption.
- Supported customer onboarding by guiding new customers through account setup and completing KYC verification in Tascr CRM, ensuring accurate account activation in line with compliance requirements.
- Managed and updated customer account records in Tascr CRM, processing and closing 150+ backlogged support cases within two weeks during a team restructure and restoring full SLA compliance ahead of schedule.
- Identified upsell and cross sell opportunities during customer interactions, encouraging subscription to higher service packages and additional products aligned with customer needs.
- Collaborated cross functionally with compliance, operations and escalation teams to resolve complex account queries, ensuring complete follow through and timely closure of all escalated cases within SLA.
- Conducted customer feedback calls and issued service updates before case closure, maintaining transparency and supporting customer retention.
- Generated daily and weekly reports on call volume, service issues and customer feedback to inform staffing and service improvement decisions.
Trainee Operations Supervisor - MDV Industries Ltd - Lagos, Nigeria
(2024-02 - 2024-05)
- Supervised production and packaging operations to ensure products were accurately prepared for timely order fulfillment.
- Maintained 100% data accuracy across operational records through a double entry verification protocol, achieving zero discrepancy flags across all internal audits.
- Served as primary liaison between the production floor and senior management, translating operational data into structured summaries with recommended resolutions.
- Exceeded operational KPIs in 9 of 12 reporting periods by coordinating team workflows, earning formal recognition in the quarterly review cycle.
Customer Service Associate - Integrated Waste Solutions Limited - Port Harcourt, Nigeria
(2019-08 - 2020-09)
- Served as primary client liaison for 12+ commercial accounts, logging service requests, complaints and resolutions end to end in Zoho Desk CRM while maintaining a 95%+ client satisfaction rating with zero contract losses.
- Resolved an average of 20+ client reported issues monthly, achieving same day closure on 80% of escalations through proactive follow up and direct coordination with field team leads.
- Conducted weekly client site check ins across active accounts, documenting service compliance and communicating findings to operations management within 2 hours of each visit, reducing repeat complaints by approximately 40% over six months.
- Prepared weekly and monthly client account and service delivery reports from CRM data, supporting the retention of 3 high value commercial clients at contract renewal.
