Oluwatosin Victoria Olowolayemo
Oslo
Summary
Career-minded student and energetic self starter with blend of skills in customer experience, energy transitioning and product management. Meets job demands and deadlines through diligent work-ethic and dedication to quality.
Overview
4
4
years of professional experience
Work History
Customer Success Intern
Empower As
Oslo, 03
02.2022 - 06.2022
- Provided support in plastic recycling management process on Empower platform
- Onboarded and provided customer support for existing collection organizations/aggregators on Empower Platform with focus on Africa
- Improved user engagement with Empower Platform and analyzed data from over 1000 active users of platform for tracking of plastic for recycling
- Managed complaints with calm, clear communication and problem-solving.
- Developed and maintained courteous and effective working relationships.
- Developed strong communication and organizational skills through working on group projects.
- Collaborated with team on providing development and achievements feedbacks to NORAD on grants to facilitate aids for effective plastic disposal in Africa
- Managed time efficiently in order to complete all tasks within deadlines
- Gained extensive knowledge in data entry, analysis and reporting
CUSTOMER RELATIONSHIP MANAGER
United Bank for Africa Plc
Nigeria, Lagos
06.2020 - 07.2021
- Supervised total department call volume of 2000 per day.
- Trained new hires on sales processes, product knowledge and overcoming objections to increase sales meet team sales targets
- Embedded customer priorities in service delivery focusing on outcomes based on customer insight.
- Continuously drove customer acquisition and retention to beat year-on-year profit targets.
- Created and implemented customer retention strategy
- Improved efficient and effective operational CRM processes via sustainability
- Analyzed customer trends through targeted segment building, consistently improving operational strategy.
- Produced and implemented customer satisfaction guarantee program which directly resulted in 88% increase in sales.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
Communications Officer
BAF Nigeria
Nigeria
01.2018 - 07.2021
- Birthed and collaborated with team to developed SEP-M initiative to introduce instructional materials for teaching mathematics in primary schools in Lagos, Nigeria
- Developed social media content and communication for effective social media marketing, delivering high-performing Facebook, Instagram, Twitter and TikTok campaigns.
- Generated leads on funding and grants opportunities of over $100,000
- Provided collaborative support to grant writers on fundraising
- Studied objectives, promotional policies or needs of organizations to develop public relations strategies influencing public opinion or promoting ideas.
- Created and executed targeted PR campaigns to raise awareness of organization and initiatives
Customer Experience Executive
United Bank for Africa
12.2018 - 05.2020
- Promptly responded to and resolved issues within KPI timeframes.
- Communicated regularly with team members to maintain clearly defined expectations.
- Managed all client inquires through resolution to enhance customer satisfaction ratings.
- Improved service quality and increased sales by developing strong knowledge of company's products and services.
- Resolved customer questions, issues and complaints efficiently to reach mutually beneficial solutions.
- Delivered exceptional customer service to grow business, resolve issues and maximise customer experience.
Education
Certificate - Software Product Management
University of Alberta
Canada03.2023
MSc - Global Development Studies
Norwegian University of Life Sciences
ÅS2023
B.Arts - History and International Studies
Bowen University
Nigeria2017
Skills
- Product Management
- Scrum
- Agile Methodologies
- Critical analysis
- Strategic thinking
- Communication and collaboration
- Adaptability and Flexibility
- Microsoft excel
- Self-Motivated
- Organization and Time Management
- Attention to Detail
Accomplishments
- Certified ScrumMaster
- Professional conducts and Ethics certification, Chartered Institute of Bankers of Nigeria(CIBN) 2019
- Basic Banking Operations, FITC 2018
Timeline
Customer Success Intern
Empower As
02.2022 - 06.2022
CUSTOMER RELATIONSHIP MANAGER
United Bank for Africa Plc
06.2020 - 07.2021
Customer Experience Executive
United Bank for Africa
12.2018 - 05.2020
Communications Officer
BAF Nigeria
01.2018 - 07.2021
Certificate - Software Product Management
University of Alberta
MSc - Global Development Studies
Norwegian University of Life Sciences
B.Arts - History and International Studies
Bowen University
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