Idowu Tella

• Edited content produced by senior executives, modifying text to conform to company-wide branding standards and publication guidelines.
• Wrote advertising copy for online content, adhering to employers' overarching brand identity and personality.
• Presented clients with unique copy options based on overall marketing objectives.
• Customized brand message to reach and capture target audience interest and drive engagement.
• Created high-impact messaging for marketing media, contributing to increases in revenues and market share.
• Drafted scrips for video-based communications, formatting copy specifically for visual presentation and video production needs.
• Produced original, creative content for promotional advertisements and marketing materials.
• Collaborated with creative director and copywriting team in completing client projects from planning to on-time completion of quality deliverables.
• Wrote social media outreach posts on both informational and promotional topics.

• Established and oversaw performance targets for call center associates.
• Developed quality employees within call center to take over leadership positions.
• Created clear and effective policies governing all aspects of employee work and interaction with customers.
• Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
• Collected and analyzed call center statistics, sales rates, costs and customer service metrics.
• Determined quality assurance benchmarks and set standards for improvement.
• Assisted in gathering facts and documents utilized during sales process.
• Effectively managed assigned cases, collecting and documenting details using [Software].
• Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
• Served instrumental role in organizational transformation and implementation and participated in [Number] successful large-scale corporate restructurings.
• Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
• Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.

Acted as a relationship/account manager between the company and partners.

Oversaw daily operations to ensure productivity

Championed the departmental growth

Eliminated downtime of partners assets

• Supervised and tracked phone and email activity using various contact center applications and software tools.
• Demonstrated professional and polished demeanor with positive, upbeat and friendly personality and supported calling work during times of peak contact volume.
• Developed and executed contact strategies and improved end-to-end processes and client satisfaction ratings.
• Managed daily activities that impacted targeted service levels and tracked adherence to schedules and average handle times.
• Directed, guided, coached and mentored team of [Number] agents and surpassed individual and corporate goals.
• Streamlined and monitored quality programs to alleviate overdue compliance activities.
• Identified and communicated customer needs to supply chain capacity and quality teams.
• Recruited and developed employees for [Type] department.
• Facilitated change management activities for department and staff of [Number] individuals.
• Improved productivity of customer service team by leading training initiatives and revamping schedules, reducing overtime [Number]%.
• Reduced customer service complaints [Number]% by designing new methods of resolution.2
• Reduced customer service complaints [Number]% by designing new methods of resolution.
• Developed and implemented productivity initiatives, in addition to coordinating itinerary and scheduling appointments.

• Assisted [Number] customers by answering questions, responding to inquiries and handling telephone requests.
• Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
• Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
• Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
• Resolved concerns with products or services to help with retention and drive sales.
• Promoted available products and services to customers during service, account management and order calls.
• Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Recommended products to customers, thoroughly explaining details.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.

Enhanced learning of spellings by students.

Ensured students speak and write standard English with good pronunciation.

Internship

Demonstrated excellent writing and storytelling skills, with the ability to tailor and adapt content for different audience and platforms.

Generated original ideas and creatively communicated them to audience.