ELIZABETH AWONIYA
Customer Research Analyst
Ibadan
Summary
Results-driven professional with experience in customer service, quality control, and customer experience research. Seeking to leverage my expertise in communication and customer relations within the health management and tech sector. Proven ability to analyze customer feedback, implement quality standards, and deliver exceptional service in both remote and hybrid work environments.
Overview
6
6
years of professional experience
Work History
Customer Experience Research Lead
Decloude23
01.2023 - Current
- Conduct comprehensive customer research to identify trends, pain points, and opportunities for service improvement
- Analyse customer feedback and data to provide actionable insights for product and service enhancement
- Lead customer satisfaction initiatives and develop strategies to improve overall customer experience
- Collaborate with cross-functional teams to implement customer-centric solutions
- Prepare detailed reports and presentations on customer behaviour patterns and preferences
Customer Service Specialist
Diversity Talent Management Limited
03.2021 - 12.2022
- Delivered exceptional customer support by addressing inquiries and resolving issues promptly
- Maintained detailed records of customer interactions and feedback for quality assurance purposes
- Developed strong client relationships through professional communication and problem-solving
- Contributed to improving customer satisfaction ratings through proactive service delivery
- Supported team initiatives aimed at enhancing service efficiency and customer retention
- (Remote)
Customer Service Assistant
TalentForge Solutions Limited
06.2020 - 02.2021
- Provided first-line support to customers via multiple communication channels
- Assisted in resolving customer complaints and queries in a timely and professional manner
- Maintained accurate documentation of customer interactions and service requests
- Collaborated with team members to ensure consistent service quality standards
- Supported quality control processes by identifying areas for service improvement
- (Remote)
Quality Control Personnel
Samasco Gadgets
11.2019 - 05.2020
- Monitored and evaluated service delivery standards to ensure compliance with organizational policies
- Conducted regular quality assessments and provided recommendations for improvement
- Documented quality metrics and prepared reports for management review
- Identified process inefficiencies and collaborated with teams to implement corrective measures
Education
Diploma - Business Administration
Epinimi, Ondo StateNational Youth Service Corps - undefined
01.2019
Bachelor of Science - Business Administration
Ekiti State University
Ado Ekiti, Ekiti State01.2018
Skills
- Customer Service Excellence
- Effective Communication
- Customer Experience Research
- Quality Control & Assurance
- Data Analysis & Reporting
Research design
Cross-functional coordination
Teamwork
Problem-solving
Multitasking
Excellent communication
References
Available upon request
Interests
Reading, Exploring new experiences and learning opportunities
Timeline
Customer Experience Research Lead
Decloude23
01.2023 - Current
Customer Service Specialist
Diversity Talent Management Limited
03.2021 - 12.2022
Customer Service Assistant
TalentForge Solutions Limited
06.2020 - 02.2021
Quality Control Personnel
Samasco Gadgets
11.2019 - 05.2020
National Youth Service Corps - undefined
Bachelor of Science - Business Administration
Ekiti State University