About
Highly accomplished professional with over three years of experience in customer support, direct sales, and digital communication, leveraging a strong academic foundation in Linguistics. Proven ability to drive customer satisfaction, exceed performance metrics, and build robust client relationships through strategic communication and empathetic engagement. Eager to apply expertise in enhancing customer experience, fostering brand loyalty, and contributing to business growth in a dynamic organization.
Work
Teleperformance Nigeria (Bolt Ride Hailing)
|Customer Support Specialist
Lagos, Lagos State, Nigeria
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Full Time
Summary
Managed multi-channel customer inquiries for a ride-hailing platform, consistently achieving high satisfaction and efficient issue resolution through structured troubleshooting and cross-functional collaboration.
Highlights
Achieved an average First Contact Resolution (FCR) rate of 92% and maintained a 4.8/5 Customer Satisfaction (CSAT) score, consistently exceeding monthly KPIs by 5%.
Reduced issue resolution time by 20% and minimized repeat contacts by applying structured troubleshooting methods and cross-functional collaboration with operations and tech support teams.
Acted as the primary point of contact for resolving customer inquiries, service requests, and complex technical issues across multiple channels (in-app chat, email, and phone).
Documented cases meticulously and proactively communicated updates to ensure timely solutions and adherence to Standard Operating Procedures (SOPs).
Bayelsa State Broadcasting Corporation
|Broadcast Talent, Voice Artiste & Digital Communication Associate
Yenagoa, Bayelsa State, Nigeria
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Summary
Managed digital content performance and produced engaging radio shows, enhancing audience engagement and identifying new content opportunities through data analysis and strategic planning.
Highlights
Tracked and analyzed content performance using data and analytics tools to measure engagement, retention, and monetization metrics for content initiatives.
Conducted comprehensive research and market trend analysis to identify new content opportunities, innovative features, and potential areas for growth.
Monitored content campaigns using analytics tools to measure key metrics such as website traffic, engagement, and conversion rates.
Hosted and co-produced a one-hour weekly radio talk show, growing listener engagement by 42% through engaging content and topical discussions.
Strategic Outsourcing Limited (Polaris Bank)
|Direct Sales Agent
Abeokuta, Ogun State, Nigeria
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Summary
Drove new business development and revenue growth for a financial institution, exceeding sales targets by engaging clients and effectively presenting banking products in local markets.
Highlights
Exceeded monthly performance appraisals and Key Performance Indicators (KPIs) by an average of 5.75%, significantly increasing customer acquisition and revenue growth.
Generated and qualified new prospects, managing leads within existing markets to expand the client base and drive sales.
Established and maintained high-quality relationships with business owners through effective cold calling strategies, building a steady pipeline of new clients.
LION 93.9 FM
|Broadcast Talent & Voice Artiste
Ijebu - Imushin, Ogun State, Nigeria
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Summary
Developed compelling content and voiced advertisements, significantly increasing brand visibility and revenue by 35% through creative storytelling and audience engagement.
Highlights
Analyzed player behavior and feedback to identify opportunities for content enhancements, updates, and new features.
Collaborated closely with the local content team, writers, and creatives to develop compelling indigenous storylines, characters, and dialogues that enhanced overall audience engagement.
Scripted and voiced compelling ads & jingles that converted to sales, increasing revenue by 35% and enhancing brand visibility and recognition.
Volunteer
NYSC Editorial Board, CDS
|Head of NYSC TV
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Summary
Led editorial and production efforts for NYSC TV, overseeing content creation and team coordination to deliver impactful broadcasts.
Highlights
Directed content strategy and production for NYSC TV, ensuring high-quality and relevant broadcasts for the community.
Managed a team of volunteers, fostering collaboration and timely content delivery for various media initiatives.
Facilitated communication and engagement within the NYSC community through effective media programming.
Osun State University Students' Union
|SSA to the Office of the President on Students' Affairs
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Summary
Provided strategic support to the Students' Union President, contributing to student welfare and administrative initiatives.
Highlights
Provided strategic support to the Students' Union President on key student affairs and policy implementation.
Facilitated effective communication between students and university administration, addressing concerns and proposals.
Contributed to the planning and execution of student programs and events, enhancing student life and engagement.
Linguistics and Communication Studies Students' Association
|President
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Summary
Led the departmental student association, overseeing administration and representing student interests to faculty and university management.
Highlights
Presided over the Linguistics and Communication Studies Students' Association, managing administrative tenure and operational activities.
Represented student body interests to faculty and university administration, advocating for academic and welfare needs.
Organized academic and social events, fostering community and engagement among students within the department.
Education
Osun State University
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B.A.
Linguistics and Communication
Grade: CGPA: 3.78 (Second Class Upper Division)
Courses
Digital Communication
Public Relations
Broadcasting
Advertising
Languages
English
Yoruba
Nigeria Pidgin English
Certificates
Skills
Customer Service & Support
Customer Experience, Customer Satisfaction (CSAT), Escalation Management, SLA Adherence, Live Chat Support, Email Support, Knowledge Base Utilization, CRM Software (Zendesk, Freshdesk, Salesforce), Upselling, Problem-to-Solution Alignment.
Communication & Sales
Effective Communication, B2B Communication, B2C Communication, Cold Calling, Digital Communication, Public Speaking, Presentation Skills, Interpersonal Communication, Conflict Resolution.
Data & Analytics
Google Analytics, Power BI, Data Analysis, Performance Tracking, Market Research, Trend Analysis, KPI Monitoring.
Leadership & Management
Leadership, Teamwork, Project Coordination, Stakeholder Management, Strategic Planning, Process Improvement.
Creative & Content
Content Creation, Voice Artiste, Scripting, Broadcasting, Digital Communication Trends, Audience Engagement, Brand Development.
Software & Tools
Microsoft Office, CRM Software, Analytics Tools.
Soft Skills
Empathy, Emotional Intelligence, Problem Solving, Critical Thinking, Adaptability.
Interests
Professional Development
Solving Problems, Public Speaking & Presentation, Interpersonal Communication & Conflict Resolution, Building Online Communities & User Engagement, Behavioral Psychology in Sales and Support, Digital Communication Trends & Customer Behavior.