TAIWO MARIAM AKINYEMI
Lagos island
Summary
Highly skilled Customer Experience and Contact Center Professional with over 5years of proven experience delivering exceptional service in fast-paced, high-volume environments. Adept at resolving customer inquiries and complaints, managing CRM systems, coordinating internal and external communications, and ensuring client satisfaction. Known for excellent communication, empathy, multitasking, and problem-solving skills, consistently exceeding performance targets and enhancing organizational reputation.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Client & Contact Center Support Specialist
Drillplus Resources Limited
06.2023 - 09.2025
- Managed all client and executive communications across multiple channels, ensuring prompt, professional, and accurate responses.
- Handled inquiries, complaints, and follow-ups for multiple companies under the CEO, achieving a 95%+ satisfaction rate.
- Maintained detailed client and operational records, ensuring seamless workflow and reporting accuracy.
- Coordinated meetings and appointments while managing high-volume scheduling and reminders.
- Prepared and delivered weekly and monthly invoices while tracking budgets, supporting financial transparency.
- Monitored events and client interactions, recommending improvements to enhance satisfaction and efficiency.
Customer & Staff Experience Officer
Nineseas Limited
Lagos
11.2020 - 06.2023
- Served as the first point of contact for internal teams, resolving software, payroll, and operational inquiries.
- Ensured seamless communication between departments for smooth financial and operational processes.
- Developed HR and operational toolkits to standardize staff support and improve workflow.
- Maintained accurate records and monitored performance metrics to provide actionable insights to management.
- Delivered professional, timely, and empathetic support to staff, ensuring high adoption of systems and policies.
Rider Support & Contact Center Representative
Opay (Oride Division)
Lagos
01.2019 - 01.2020
- Provided high-volume customer and rider support, resolving complaints and operational issues with speed and accuracy.
- Guided riders through onboarding, registration, and system navigation while maintaining excellent service standards.
- Managed and updated rider records in CRM systems to ensure operational data accuracy.
- Escalated critical issues to management and followed up until resolution, maintaining customer trust.
- Communicated proactively with riders and customers to ensure satisfaction and operational efficiency.
Customer Relationship Officer
Gateway Mortgage Bank Limited
Ogun State
01.2016 - 01.2017
- Acted as the primary point of contact for clients, delivering exceptional service and resolving inquiries efficiently.
- Provided information on banking products and services, driving customer engagement and retention.
- Monitored client satisfaction through CRM systems and reported insights to management.
- Strengthened relationships through proactive follow-ups and professional communication.
Education
Bachelor of Science - Accounting and Finance
Fountain University
Osogbo, Osun State01.2018
Skills
- Customer Service Skills
- Client Relationship Management
- Strong Communication Skills
- Interpersonal Skills
- Active Listening
- Conflict Resolution
- Leadership
- Team Collaboration Skills
- Project Management
- Coordination Skills
- Creativity
- Problem-Solving
- Time Management
- Multitasking
- Proficient in Microsoft Office Suite
- Proficient in SAGE Accounting Software
Certification
- INSTITUTE OF CHARTERED ACCOUNTANT OF NIGERIA, ACA IN VIEW
- ACCA TRAINING CENTRE, SAGE 50 ERP
- SKYEMART SCHOOL OF SKILL ACQUISITION, CERTIFICATE IN 3D EPOXY FLOOR ENGINEERING
References
Available on request
Profile - Professional Summary
Highly skilled Customer Experience and Contact Center Professional with over 5 years of proven experience delivering exceptional service in fast-paced, high-volume environments. Adept at resolving customer inquiries and complaints, managing CRM systems, coordinating internal and external communications, and ensuring client satisfaction. Known for excellent communication, empathy, multitasking, and problem-solving skills, consistently exceeding performance targets and enhancing organizational reputation.
Leadership Experience
- Nigeria University Accounting Student Association (NUASA), General Secretary, 2017, Preparation of progress report of the association, Sent and Received correspondence on behalf of the association, Kept records of minute of meetings, Liaising with sponsors and patrons for support
- National Youth Service Corps (NYSC), Kwara State, Environmental Sanitation CDS General Secretary
Timeline
Client & Contact Center Support Specialist
Drillplus Resources Limited
06.2023 - 09.2025
Customer & Staff Experience Officer
Nineseas Limited
11.2020 - 06.2023
Rider Support & Contact Center Representative
Opay (Oride Division)
01.2019 - 01.2020
Customer Relationship Officer
Gateway Mortgage Bank Limited
01.2016 - 01.2017
Bachelor of Science - Accounting and Finance
Fountain University