Olasunkanmi Abosede

Detail-oriented Quality Assurance and Customer Experience professional with over 3 years of hands-on experience evaluating process integrity, maintaining service quality, and driving team performance inside high-volume, banking-affiliated fulfillment spaces. Expert in designing structured evaluation parameters, managing localized ticket flows, and utilizing performance trends to mentor frontend personnel. Proven ability to balance operational compliance with strict service metrics, resulting in consistent 95% customer satisfaction levels and a 40% reduction in customer interaction escalations through structured root-cause coaching.

Internal Quality Assurance Officer - Customer Fulfillment Center (UBA)

(2025-01)

• Execute systematic omni-channel quality audits across communication channels to ensure absolute alignment with operational compliance rules and workflow policies.
• Construct customized performance checklists and evaluation metrics to identify recurring process gaps, trend shifts, and active frontline developmental needs.
• Review existing workflow procedures to secure consistent operational delivery while proactively safeguarding customer account details and private information.
• Deliver clear, structured calibration feedback and localized mentoring sessions to service specialists, actively targeting improvements in group performance metrics.
• Collaborate closely with department leads to investigate operational choke points and implement straightforward corrective adjustments to prevent recurring complaints.
• Transform audit metrics into digestible weekly performance outlines, tracking team calibration rates and sharing actionable process updates directly with unit management.

Customer Experience Manager (Assistant Team Lead) - Customer Fulfillment Center (UBA)

(2023-04 - 2025-01)

• Supervised operational queues and daily customer service streams, managing high-priority client concerns while maintaining an average 95% satisfaction tier.
• Resolved 85% of complex service requests during initial engagement, lowering general management tier escalations by 40%.
• Navigated Helpdesk frameworks to coordinate and process up to 500 account orders and validation adjustments monthly with a 99% accuracy benchmark.
• Partnered with senior leadership to run routine operations smoothly and step in to handle shifting team focus and queue backlogs during heavy-volume peak periods.

Customer Experience Expert - UBA

(2022-08 - 2023-05)

• Managed day-to-day incoming communication queues via Freshdesk, keeping engagement professional while consistently exceeding target service level baselines.
• Facilitated peer-level onboarding and operational walkthroughs for incoming junior personnel, successfully decreasing standard speed-to-productivity parameters by 35%.
• Extracted recurring customer problem trends from regular ticket audits to formulate weekly insight logs that optimized internal team problem-solving approaches by 15%.

M.Sc. - Educational Planning and Administration - University of Lagos, Akoka, Lagos State

B.Sc. - Social Studies - Tai Solarin University of Education, Ijebu Ode, Ogun State