OLUWALAYOMI IYABO OLAGUNJU
CUSTOMER SERVICE
Ibadan,OY
Summary
Customer Relationship Officer/Appointment Setter with a strong record in inbound and outbound calls, customer follow-up, and sales conversion. Manages 100+ customer interactions daily across phone, email, and chat while improving satisfaction ratings and maintaining fast call resolution. Uses Salesforce and issue-tracking workflows to keep records accurate, support objections handling, and strengthen client engagement.
Overview
2
2
Certifications
23
23
years of professional experience
Work History
Customer Relationship Officer/Appointment Setter
FKFH Consulting Inc.
05.2021 - 02.2026
- Managed over 100 customer interactions daily via phone calls, email and chats, maintaining engagement and enhancing clients’ satisfaction ratings by 48%.
- Handled objections effectively, closing sales and enhancing customer trust.
- Identified recurring customer inquiries resulting in the generation of new a new knowledge-based platform to enhance support efficiency.
- Streamlined documentation processes in Salesforce, reducing updates per ticket by 10% and improving data accuracy.
Customer Service/Marketing Lead
Rich-Rotoye Finance Company Limited
07.2014 - 03.2020
- Oversees a team of 6 customer service representatives ensuring adherence to quality standards and service level agreements (SLAs) thereby reducing churn and improving client’s retention.
- Managed relationships with over 100 customers, providing insights for tailored financial solutions to strengthen client loyalty.
- Developed and distributed marketing materials, including brochures, flyers, and presentations, to effectively communicate brand messaging.
Customer Relationship Officer (Prepaid and Postpaid)
MTN Telecommunication Limited
05.2005 - 05.2013
- Assist a specialized call center team that handled over 200 client inquiries daily, maintaining a 95% issue resolution rate to enhance customer loyalty.
- Resolved complex customer queries, meeting service quality standards and reducing escalations.
- Promoted telecommunication services and packages to individual and corporate clients, enhancing client engagement and satisfaction.
- Provided consultative support, advising customers on optimal plans to meet their specific needs, fostering long-term relationships.
- Resolved complex customer queries, ensuring adherence to service quality standards and minimizing escalation rates.
Data Entry Officer
DHL Group
02.2003 - 04.2005
- Checked shipping papers against physical inventory counts to spot and fix data errors fast.
- Streamlined filing systems for import/export shipments, bills of lading, and freight receipts to enhance retrieval efficiency.
- Verified shipping papers against physical inventory counts, identifying and correcting data errors promptly.
- Processed shipments’ manifests to facilitate accurate and efficient auditing.
Education
Marketing Management -
Ladoke Akintola University of Technology
Ogbomoso01-2014
Management Science - undefined
Lagos State University
NG01-2006
Skills
CRM tools
Microsoft Office
Strong verbal and written communication
Active listening
Time management and multitasking
Appointment scheduling
Customer relationship management
Call center operations
Customer retention
Objection handling
Certification
Certified Customer Service Professional (CCSP)
Timeline
Customer Relationship Officer/Appointment Setter
FKFH Consulting Inc.
05.2021 - 02.2026
Customer Service/Marketing Lead
Rich-Rotoye Finance Company Limited
07.2014 - 03.2020
Customer Relationship Officer (Prepaid and Postpaid)
MTN Telecommunication Limited
05.2005 - 05.2013
Data Entry Officer
DHL Group
02.2003 - 04.2005
Management Science - undefined
Lagos State University
Marketing Management -
Ladoke Akintola University of Technology