LOVETH ILEVBARE OYEWO
Lagos
Summary
Motivated professional well-versed in building productive relationships, resolving complex issues and winning customer loyalty. Creative, outgoing individual with a strong background in EduTech and SaaS. Strong professional skills in Customer Experience, Data Analytics, and Net Promoter surveys. Knowledgeable in tackling issues and concerns with poise. Exceptional team player, proficient in customer service, team management, brand communication, and development.
Overview
8
8
years of professional experience
14
14
years of post-secondary education
Work History
Quality Assurance Specialist
Hugo
03.2021 - Current
- Perform routine quality reviews/analyze metrics for Support Analysts (Email + Chat) on Klaus and Intercom
- Accompany reviews/evaluations with meaningful and constructive feedback to improve performance Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved Leverage findings from quality reviews into refinements for Training and Documentation efforts
- Aggregate and prepare relevant business reports (weekly, monthly and quarterly) for digital corporate clients in the US
- Report support team’s performance to higher-ups Contribute to the team culture in a positive manner Create strategies to improve support KPIs Support new hires and ongoing training initiatives in relation to compliance and quality, as needed
- Maintain and develop internal support and messaging quality standards
- Host and participate in calibration sessions to maintain consistency in internal evaluations
- Work with stakeholders across the team to align on new policies, procedures, and initiatives as they impact the quality of team performance.
Customer Support Specialist
Hugo
07.2020 - 02.2021
- As the first line of support for users, my role crisscrossed managing inbound and outbound customer communication across multiple channels such as email, webchat, and social media for clients around the world, all within accepted standards and SLA Evaluated and prioritized customer inquiries to better serve customers
- Maintained relationships with other internal departments as well as the client base to improve business performance Performed root-cause analysis on various user issues with a narrow focus on ensuring a robust understanding of the problems and proffering solutions that work Developed and implemented initiatives to improve customer services
- Conducted robust P2P training and coaching for newly hired customer relationship analysts as determined by leadership to ensure their quality capacity development Maintained history records and related problem documentation for future reference
- Supported product and operations managers with insights, user retention activities, or growth efforts as needed Addressed customers in a professional and respectful manner
- Consistently achieved a CSAT of 98% and a Quality Score of 95%
- Took ownership of customer issues in order to follow up on outstanding requests and escalate issues when necessary Responded to customer inquiries by directing them to websites, FAQs, and appropriate personnel when needed Analyzed customer issues to develop tools and processes to increase customer satisfaction
- Maintained broad knowledge about the company’s products and services.
- Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections.
- Maintained and managed customer files and databases.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Customer Service Representative
Jumia Nigeria
Lagos
01.2019 - 05.2020
- Helped customers with order updates, fraud, logistics, online chat, email response, tracking, warranty, and returns (RMA) support, and data entry (OMS)
- Provided overflow assistance in placing new customer orders
- Ensured first contact resolution for all complaints and issues relating to customers Cross-trained and provided assistance to other departments and new hires Attracted potential customers by answering product and service questions; suggesting information about other products and services
- Ensured follow-up through emails, SMS, social media, phone, or any required means Recommended potential products or services to management by collecting customer information and analyzing customer needs
- Built sustainable relationships with customers through open and interactive communication by using the right methods/tools to provide accurate, valid, and complete information (Salesforce) Met personal/team targets, call handling quota, and other Key Performance indices on a month-on-month basis Develop engaging graphic and video content for social media accounts
- Purchased, tracked orders and followed up with suppliers to confirm/change orders
- Ensured timely delivery to customers and monitor customer reviews Communicate with customers and respond to queries in a timely manner.
Financial Advisor
First Bank of Nigeria Insurance Limited
Benin City, Edo State, Nigeria
01.2015 - 01.2018
- Created and maintained customer accounts by recording account information
- Resolved service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Recommended potential products or services to management by collecting customer information and analyzing customer needs
- Contributed to team effort by accomplishing related results as needed
- Managed large amounts of incoming and outgoing calls Generated sales leads
- Identified and assessed customers’ needs to achieve satisfaction
- Built sustainable relationships of trust through open and interactive communication
- Followed communication procedures, guidelines, and policies
Laboratory Scientist
Primary Health Centre
Edo State, Nigeria
2015.01 - 2015.10
- Identified and resolved unexpected results, directing secondary testing measures or collection efforts.
- Enhanced laboratory services and hospital reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
- Documented changes during experiments, noting unexpected issues arising during research activities.
- Analyzed testing results based on established indicators, submitting findings to central lab database.
- Performed complex troubleshooting and assisted in leading initiatives to solve challenging scientific problems with assays or instrumentation.
- Conducted moderately complex analysis to support process development.
- Maintained strict adherence to prescribed lab safety guidelines and operational instructions.
- Served and protect the hospital community by adhering to professional standards, hospital policies and procedures, federal, state, and local requirements, and standards.
- Organized work by matching computer orders with specimen labeling; sorting specimens; checking labels; logging specimens; arranging reports for delivery; keeping work surfaces clean and orderly.
- Served as a technical resource by participating in staff training; answering questions of others
- Contributed to a safe and secure environment for patients, visitors, physicians, and co-workers by following established standards and procedures; complying with legal regulations.
- Maintained patient confidentiality by keeping laboratory information confidential.
Education
Master of Science - Immunology and Immunochemistry
University of Benin
Benin City, Edo State 01.2016 - 11.2018
Post-Graduate Diploma - Education
National Teachers’ Institute
Kaduna - Nigeria 01.2015 - 12.2015
Bachelor of Science - Microbiology
Ambrose Alli University
Ekpoma - Edo State 02.2009 - 05.2014
West African Senior School Certificate -
Kins International College
Edo State 01.2003 - 06.2008
Skills
Teamwork
Escalations Management
Sales Operations
Online Support
Data Analytics and Management
Reading, Researching, Problem Solving Brain Teasers, and Writing
Good Use of CRM, Creative, and Task Management Tools; Slack, Intercom, Klaus, Salesforce & Order Management System
Proficient in Microsoft Office Suite, Dropbox, and google docs
Accomplishments
- Knowbe4, Incorporated (Kevin Mitnick Security Awareness Training, Cybersecurity Starter Kit, and Security Beyond the Office) 2022
- Customer Service Skills (West Africa Vocational Education - WAVE) 2020
- Member, American Society for Microbiology (ASM) 2019 - Current
- Member, Society for Applied Microbiology (SfAM) 2019 - Current
- ArcSkills, SOAR, Real Life Coach Training 2019
- Molecular Biology Technics and their Applications (Department of Microbiology) 2016
- Zolts Limited, Results-oriented Employee 2016
- Vocational Training in Catering Services, Hairstyling, and Bead Making 2015
- NEWTECH Computer Institute, Desktop Publishing (Microsoft Office Training) 2014
Timeline
Quality Assurance Specialist
Hugo
03.2021 - Current
Customer Support Specialist
Hugo
07.2020 - 02.2021
Customer Service Representative
Jumia Nigeria
01.2019 - 05.2020
Master of Science - Immunology and Immunochemistry
University of Benin
01.2016 - 11.2018
Post-Graduate Diploma - Education
National Teachers’ Institute
01.2015 - 12.2015
Laboratory Scientist
Primary Health Centre
2015.01 - 2015.10
Financial Advisor
First Bank of Nigeria Insurance Limited
01.2015 - 01.2018
Bachelor of Science - Microbiology
Ambrose Alli University
02.2009 - 05.2014
West African Senior School Certificate -
Kins International College
01.2003 - 06.2008