OLALEYE TAIWO FOLASHADE
Derby,Derbyshire
Summary
A compassionate, highly motivated, and client-focused professional with extensive experience working with vulnerable individuals through customer-facing, operational, and safeguarding-aware roles. I bring a strong person-centred approach, excellent communication skills, and the ability to remain calm, supportive, and solution-focused when assisting people with diverse needs. My background includes working with individuals experiencing emotional distress, mobility challenges, mental health needs, and complex situations requiring sensitivity, de-escalation, and clear documentation.
Overview
11
11
years of professional experience
4032
4032
years of post-secondary education
1
1
Certification
Work history
Customer Welcome Host
Meridian Business Support, EMR
Derby Train Station, UK
05.2025 - Current
- Assisted customers with inquiries and ensured satisfaction through attentive service.
- Collaborated with team members to resolve guest concerns, enhancing overall customer experience.
- Educated guests on safety protocols, ensuring compliance and comfort.
- Utilised feedback from guests to identify areas for improvement, contributing to service enhancement initiatives.
- Prepared detailed reports on daily activities and presented them to management, aiding operational decision-making.
- Improved guest relations by offering personalised service based on individual needs.
Welcome Host Assistant
ONTRAK TRANING AND RECRUITMENT, EMR
Derby Train Station, UK
05.2025 - 09.2025
- Managed station risks by adhering to protocols, preventing accidents.
- Ensured compliance with safety requirements for personal and public welfare.
- Operated and secured the Station Control Unit when unattended.
- Maintained 100% operational gates during shifts.
- Reported persistent fare evasion to Eyewitness promptly.
- Provided visible support to customers and staff throughout the station.
- Maintained accurate records, including logbooks and incident forms.
- Assisted passengers with luggage and buggies after ensuring child safety.
Assistant Lead, Business Operations
NAIRAGRAM
Atlanta, Georgia
01.2022 - 05.2025
- Led daily business operations across remittance services in UK, Europe, and Africa, ensuring transaction accuracy and compliance.
- Supervised cross-functional team of 8+ associates, achieving 30% enhancement in process efficiency through KPI-driven coaching.
- Monitored high-volume international transactions using Salesforce, Zoho, and proprietary software for real-time accuracy.
- Developed SOPs for client onboarding and dispute resolution, reducing error rates by 18%.
- Acted as liaison between operations, compliance, tech, and external partners to resolve issues promptly.
- Produced performance dashboards for senior leadership, showcasing operational trends and improvement plans.
- Collaborated with compliance and legal teams to ensure adherence to FCA, GDPR, and AML/CFT frameworks.
- Championed automated client communication flows that decreased support tickets by 22%.
Co-Host: Customer Service
Wernicke's Hospitality
, Remote
08.2021 - 01.2022
- Managed customer inquiries across Airbnb, Bookings.com, and Hospitable.
- Processed all bookings and reservations efficiently.
- Provided feedback on payment and booking processes to enhance organisational performance.
- Regulated apartment pricing using Pricelabs platform to maximise profitability.
- Monitored guest check-ins and check-outs for seamless operational flow.
Associate on Shopify-Customer Service
TribalbyN, US company
, Remote
10.2021 - 01.2022
- Facilitated prompt responses to customer orders for African prints.
- Created and fulfilled orders on Shopify platform efficiently.
- Managed shipping and tracking of packages to ensure timely delivery.
- Coordinated with courier services (DHL, FedEx, USPS) to guarantee adherence to SLAs.
AGM. Business Development
Whitehorse Group Limited
Dopemu, Lagos
07.2020 - 08.2021
- Developed business brands to enhance market visibility.
- Oversaw planning and implementation of business strategies for new market penetration.
- Established strategic partnerships with companies to foster collaborative growth.
- Conducted market research to identify industry trends and informed necessary adjustments.
- Ensured compliance of business processes with regulations and policies from authorities.
Operations Associate
PING EXPRESS
Lagos, Lagos State
03.2019 - 04.2020
- Resolved customer queries to drive retention and business growth.
- Provided feedback to refine products and services, enhancing customer experience.
- Addressed all enquiries related to Ping-Express offerings.
- Utilised people-management skills to create warm customer interactions.
- Resolved complaints, verified details, and executed transactions efficiently.
- Identified operational knowledge gaps for continuous improvement.
- Designed initiatives to boost customer satisfaction.
- Performed administrative duties as required by management.
HR/Admin Officer
Harmony Transport Services Ltd, [Member Harmony Holdings Group]
Ilorin, Kwara State
07.2015 - 02.2019
- Prepared staff payroll efficiently and accurately.
- Monitored performance and attendance to enhance productivity.
- Provided information and assistance on human resources matters to ensure compliance.
- Implemented personnel management policies to align with organisational objectives.
INEC Adhoc Electoral Officer
Independent National Electoral Commission (INEC)
, Osun State
08.2014 - 11.2014
- In charge of all election Proceedings in my Polling Station.
- Supervise the Poll Clerk (PC) and Poll Assistant (PA) at the polling station.
- Coordinated logistics for election materials distribution to polling units across designated regions.
- Supervised election day activities to ensure smooth operations and adherence to procedural guidelines.
- Provided support to voters by addressing queries and assisting with the voting process.
- Maintained high standards of personal conduct, contributing to a positive work environment.
Education
M.Sc. - Business Administration
University of Ilorin
Kwara StateB.Sc. - Economics
University of Ilorin
Kwara StateSkills
- Basic counselling and team-building skills
- Excellent written and verbal communication skills
- Good telephone and email etiquette
- Good Listening Skills
- Attention to detail
- Good probing skills
- Customer service excellence,
- Conflict resolution skills,
- Time management
Certification
Safeguarding Adults lvl 2&3
Safeguarding Children lvl 2&3
Learning Disabilities Awareness
Duty of Condor Awareness
Autism Awareness
Mental Health Awareness
Challenging Behaviour
Equality & Diversity
Health & Safety level 3
Medication Awareness
Infection Prevention & Control
Timeline
Customer Welcome Host
Meridian Business Support, EMR
05.2025 - Current
Welcome Host Assistant
ONTRAK TRANING AND RECRUITMENT, EMR
05.2025 - 09.2025
Assistant Lead, Business Operations
NAIRAGRAM
01.2022 - 05.2025
Associate on Shopify-Customer Service
TribalbyN, US company
10.2021 - 01.2022
Co-Host: Customer Service
Wernicke's Hospitality
08.2021 - 01.2022
AGM. Business Development
Whitehorse Group Limited
07.2020 - 08.2021
Operations Associate
PING EXPRESS
03.2019 - 04.2020
HR/Admin Officer
Harmony Transport Services Ltd, [Member Harmony Holdings Group]
07.2015 - 02.2019
INEC Adhoc Electoral Officer
Independent National Electoral Commission (INEC)
08.2014 - 11.2014
M.Sc. - Business Administration
University of Ilorin
B.Sc. - Economics
University of Ilorin