Olanrewaju Giwa

Results-driven Sales and Customer Service Professional with 6+ years of experience across logistics, fintech, and hospitality environments. Proven track record of driving customer retention, supporting business growth, managing client relationships, and coordinating logistics operations for U.S.-based organizations. Skilled in CRM systems, stakeholder communication, dispatch coordination, lead nurturing, and identifying customer needs to deliver effective service solutions.

Recognized for improving operational efficiency by 25%, maintaining 95%+ on-time delivery performance, and consistently exceeding customer service KPIs in fast-paced, target-driven environments.

Customer Service, Sales & Logistics Coordinator (360 Dispatcher) - Carolina Logistics Inc - Hybrid, USA

(2025-11)

• Drove revenue growth by proactively recommending value-added logistics services during customer interactions, increasing service uptake and strengthening client relationships.
• Enhanced order tracking communication by introducing automated status updates.
• Managed end-to-end dispatch coordination, ensuring timely load assignments, real-time communication with drivers, and consistent on-time delivery performance.
• Analyzed support tickets to identify recurring service issues and partnered with operations to resolve root causes, decreasing complaint volume by 18% and improving client retention by 12%.
• Optimized customer inquiry handling by implementing structured response templates and prioritization workflows, reducing response time by 25% and increasing customer satisfaction scores by 15%.
• Improved CRM utilization and communication standards across the team, boosting first-contact resolution rates and overall service delivery efficiency.

Customer Support Specialist & Transaction Manager - The Tonic Technologies (Fintech) - Lagos, Nigeria

(2024-08 - 2025-10)

• Delivered multichannel support via phone, email, and chat using CRM tools, achieving 90% customer satisfaction, resolving 85% of issues on first contact, and reducing response time by 25%.
• Troubleshooting issues across financial applications, platforms, and mobile/web interfaces, using strong knowledge of deposits, transfers, payment flows, KYC processes, and basic AML/fraud principles to ensure secure and seamless transactions.
• Collaborated with cross-functional teams to resolve complex issues using structured tracking systems, improving resolution turnaround by 30% and increasing customer retention by 18%.
• Improved reporting efficiency by 38% through accurate administrative and financial record management, reducing data errors by 20% and streamlining daily reporting tasks.
• Reduced service escalations by proactively educating customers on digital payment processes, increasing successful transactions and enhancing overall customer experience.
• Streamlined customer support workflows and documentation practices, improving compliance, reducing handling time, boosting team productivity, and supporting overall service performance targets.

Customer Service Support & Dispatch Lead - Offmax Logistics LLC - Remote, USA

(2022-06 - 2024-07)

• Coordinated daily schedules for 20+ drivers by optimizing dispatch workflows and communication channels, achieving 95% on-time deliveries, reducing delays by 20%, and improving customer satisfaction scores by 18%.
• Promoted to Team Lead within five months by exceeding service KPIs through proactive performance monitoring, contributing to a 25% increase in operational efficiency and faster issue resolution.
• Resolved shipment inquiries, billing issues, and delivery concerns using CRM tools, increasing first-contact resolution by 30%, reducing repeat complaints by 22%, and improving client retention rates.
• Improved driver compliance by implementing consistent check-ins, performance tracking, and feedback systems, reducing policy violations and minimizing operational risks and associated costs.
• Maintained accuracy in fleet records by developing structured reporting systems and compliance tracking processes, saving administrative time and supporting faster, data-driven operational decision-making.
• Streamlined dispatch workflows by standardizing procedures and communication, reducing turnaround time, increasing delivery capacity, and supporting business growth targets.

Front Desk & Customer Service Associate - WOSAM Hotel & Suites - Ogun, Nigeria

(2018-02 - 2021-10)

• Delivered front desk operations by managing 200+ monthly guest check-ins and reservations using organized booking systems, reducing errors by 24%, improving efficiency, and increasing guest satisfaction scores.
• Improved guest satisfaction by 28% through proactive communication and timely issue resolution, enhancing service quality, increasing repeat bookings by 20%, and generating more positive customer reviews.
• Supported General Manager with confidential reports and administrative tasks by maintaining accurate records and streamlined processes, saving decision-making time and improving overall operational efficiency.
• Strengthened hotel reputation by delivering empathetic, professional customer service and resolving guest concerns promptly, increasing repeat stays and contributing to consistent growth in occupancy rates.

Bachelor of Science (B.Sc.) - Applied Zoology - Olabisi Onabanjo University