About
Highly analytical and results-driven professional with 2+ years of experience in customer care and data annotation, adept at enhancing operational efficiency and customer satisfaction. Proven ability to improve machine learning model performance through precise data annotation and quality control, alongside a strong track record of resolving complex customer issues and recovering significant debt. Seeking to leverage advanced problem-solving and communication skills to drive organizational success in a dynamic environment.
Work Experience
Remote
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Summary
Led data annotation and quality assurance initiatives for AI application development, significantly enhancing machine learning model performance and data integrity.
Highlights
Accurately annotated over 10,000 data points with 90%+ accuracy, directly improving machine learning model performance and reliability.
Implemented stringent quality control processes, reducing data annotation errors by 15% and maintaining an average quality rating of over 85%.
Utilized advanced annotation tools to categorize complex data, improving overall data quality and reducing errors by 15%.
Conducted in-depth research on diverse topics to develop human-centric AI solutions and ensure data relevance for various application scenarios.
Ibadan, Oyo State, Nigeria
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Summary
Managed customer interactions and sales processes for a leading BPO, driving product adoption and resolving complex inquiries to enhance client satisfaction.
Highlights
Engaged potential and existing customers to promote products/services, effectively utilizing scripts to deliver clear information and drive interest.
Resolved diverse customer inquiries and issues by asking probing questions, leading to successful sales closures and enhanced customer satisfaction.
Documented all customer interactions and dispositions accurately within the CRM system, ensuring comprehensive record-keeping and follow-up efficiency.
Successfully handled customer grievances, preserving company reputation and fostering positive relationships through effective conflict resolution.
Supported team lead by overseeing daily operations, supervising team members, and addressing customer issues, ensuring adherence to service standards.
iSON XPERIENCES LTD
|TEAM CAPTAIN, CUSTOMER SERVICE
Ibadan, Oyo State, Nigeria
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Summary
Oversaw daily customer service operations, supervised team members, and monitored performance metrics to ensure high service standards and smooth workflow.
Highlights
Supported the team lead by overseeing daily operations and supervising team members, ensuring seamless workflow and adherence to service standards.
Provided on-the-spot assistance and addressed customer issues efficiently, enhancing team productivity and customer satisfaction.
Monitored performance metrics to ensure service standards were consistently met, contributing to overall quality and operational efficiency.
Maintained smooth workflow and upheld service quality, allowing the team lead to focus on broader management and strategic planning.
Ibadan, Oyo State, Nigeria
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Summary
Managed overdue accounts and negotiated payment plans, significantly contributing to debt recovery and maintaining positive customer relationships.
Highlights
Recovered outstanding debt by proactively contacting credit customers over 30 days past due and setting up structured payment plans.
Monitored and managed a portfolio of past-due accounts, ensuring timely follow-up and adherence to collection protocols.
Employed regulated communication scripts to effectively negotiate payments while preserving customer trust and avoiding future setbacks.
Assisted customers in understanding their payment obligations and facilitated solutions to resolve outstanding balances, minimizing financial risk.
Abeokuta, Ogun State, Nigeria
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Summary
Drove B2B and B2C sales by identifying customer needs and developing tailored solutions, significantly expanding client portfolio and achieving sales targets.
Highlights
Collaborated closely with customers to accurately identify their specific needs, leading to highly effective product and service recommendations.
Developed and implemented customized solutions to overcome customer objections, resulting in successful sales closures and increased revenue.
Managed a diverse client portfolio for both B2B and B2C segments, fostering strong relationships and ensuring repeat business.
Achieved consistent sales targets by proactively engaging prospects and existing clients, contributing to overall business growth.
Ibadan, Oyo State, Nigeria
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Summary
Delivered engaging micro-teaching sessions and conducted comprehensive student evaluations to foster academic growth and development.
Highlights
Designed and delivered micro-teaching sessions, enhancing student engagement and comprehension of complex subject matter.
Conducted thorough student evaluations, providing constructive feedback to support individual learning progress and identify areas for improvement.
Applied pedagogical techniques to create an effective learning environment, adapting teaching methods to diverse student needs.
Contributed to student academic development by assessing performance and guiding them towards achieving educational objectives.
Awards
Best Performing Customer Care Representative
Awarded By
Ison xperiences ltd
Recognized as the top-performing customer care representative in February 2023 for exceptional service and achievement of key performance indicators.
Languages
English
Native
Yoruba
Native
Skills
Communication
Effective Interpersonal Communication, Multichannel Communication, Problem-Solving, Empathy.
Customer Relationship Management
Customer Service, CRM Systems, Grievance Handling, Client Portfolio Management.
Data Annotation & Analysis
Advanced Annotation Tools, Data Management, Analytical Thinking, Reporting Tools, Quality Control Processes, Machine Learning Basics, Data Labelling.
Sales & Collections
Telesales, Debt Recovery, Payment Plan Negotiation, Sales Closure, Customer Needs Identification.
Operational Efficiency
Workflow Management, Performance Monitoring, Process Improvement, Attention to Detail.
Compliance
Security and Privacy Compliance, Regulated Communication, Strict adherence to non disclosure agreements.