Olawale Bamidele
Middlesbrough
Summary
Experienced Customer Service Representative with a track record of exceeding customer expectations. Skilled in managing high call volumes, troubleshooting complex issues, and fostering positive customer relationships through proactive communication and timely resolution of issues. Highly organized and able to multitask in a fast-paced environment, with excellent communication and problem-solving skills.
Overview
7
7
years of professional experience
1
1
Certification
Work history
Customer Advisor & Retention Associate
Foundever( VirginMedia O2)
Stockton-on-Tees
2023.04 - 2026.03
- Managed incoming customer calls and enquiries, focusing on retention and satisfaction
- Handled complaints and service issues, delivering prompt and effective resolutions
- Identified customers at risk of leaving and applied retention strategies to reduce churn
- Offered tailored retention deals, discounts, and service upgrades based on customer needs
- Processed contract renewals and re-contracts, ensuring a smooth customer journey
- Arranged technical support bookings for fault resolution and installations
- Coordinated the dispatch of equipment (routers, replacements, etc.) to customers
- Maintained accurate records of customer interactions in CRM systems
- Delivered high-quality customer service across phone, email, and chat channels
- Collaborated with internal teams to resolve complex customer issues efficiently
- Achieved 70–80% retention conversion rate on customers intending to cancel
- Consistently exceeded sales and retention targets by 20%+
- Re-engaged inactive and dissatisfied customers, improving customer loyalty and lifetime value
- Closed high-value contract renewals, upgrades, and exclusive retention deals
- Executed targeted retention campaigns contributing to overall business growth
Customer Service Rep/ Digital Strategist
Thinktal Agency
Port Harcourt, Rivers State
2021.08 - 2022.10
- Demonstrated in-depth knowledge of products and services, resulting in a 20% increase in upsells and cross-sells.
- Maintained accurate customer records and proactively followed up with customers to ensure satisfaction, resulting in a 25% increase in customer retention rates.
- Identified opportunities to improve customer service by gathering feedback from customers and providing recommendations to the management team, resulting in the implementation of new customer service training programs.
- Provided exceptional customer service by building strong relationships with customers and going above and beyond to meet their needs, resulting in numerous customer commendations and referrals.
- Developing and implementing digital marketing strategies to increase brand awareness and drive engagement across various digital channels (e.g. social media, email marketing, SEO/SEM, PPC, etc.)
- Collaborating with cross-functional teams (e.g. creative, content, analytics, etc.) to develop and execute integrated marketing campaigns that align with business objectives.
- Utilised exceptional communication skills to liaise with clients via phone, email and face-to-face to provide expert advice and guidance.
Customer Support / Digital Media Executive
Megalectrics Limited
Port Harcourt, Rivers State
2019.05 - 2021.06
- Successfully identified opportunities for upselling and cross-selling, resulting in a 25% increase in revenue and an increase in customer engagement.
- Effectively escalated complex issues to the appropriate department and followed up with customers to ensure their issue was resolved, resulting in a 30% decrease in unresolved customer complaints.
- Proactively addressed customer inquiries and concerns, achieving a 95% customer satisfaction rating through excellent communication skills and product knowledge.
- Successfully developed and implemented digital marketing strategies that increased brand awareness, lead generation, and sales revenue.
- Crafted compelling website and social media content, positioning the brand as a thought leader in the industry and building a loyal community around the brand.
- Tracked and analyzed data and metrics to evaluate the effectiveness of digital marketing campaigns, identifying opportunities for optimization and improvement.
- Managed relationships with external vendors and agencies, negotiated contracts, and ensured work was delivered on time and within budget.
- Presented regular reports to senior management, providing insights on key performance indicators, campaign performance, and overall digital marketing strategy.
Education
Bachelor of Science - Physics
Ekiti State University
Ado- Ekiti StateDiploma of Higher Education - Computer Science
Tombol Computer School
Ogun StateSkills
- Communication skills
- Customer Retention Strategies
- Customer Relationship Management (CRM)
- Complaint Handling & Resolution
- Customer Experience (CX) Improvement
- Churn Reduction
- Customer Engagement
- Active listening
- Problem-solving skills
- Time management
- Empathy
- Attention to detail
- Teamwork
- Microsoft Packages
- Graphics Design
- Canva
- Social Media Management
- Leadership skills
- Conflict resolution
- Adobe Suites
- Customer account management
- Use of Icoms, Okta, Outlook, Citrix and other relevant tool
Education
other,other
Accomplishments
- Team Lead - HPCC Digital and Media Team
- Organising Team Lead - TED X Port Harcourt 2017
- Head of Programs -Editorial Board - National Youth Service Corps (NYSC) Rivers State 2017.
LEADERSHIP
Certification
- Introduction to Project Management - SimpliLearn, 2021
- Basic Business Analysis - SimpliLearn, 2021
- Fundamentals of Digital Marketing - Google Digital Skills 2019
Timeline
Customer Advisor & Retention Associate
Foundever( VirginMedia O2)
2023.04 - 2026.03
Customer Service Rep/ Digital Strategist
Thinktal Agency
2021.08 - 2022.10
Customer Support / Digital Media Executive
Megalectrics Limited
2019.05 - 2021.06
Diploma of Higher Education - Computer Science
Tombol Computer School
Bachelor of Science - Physics
Ekiti State University