OLAWANDE TOUN AYODELE
Herne Bay,United Kingdom
Summary
Successful Customer Service Specialist with 9 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling of difficult situations through resourcefulness and adaptability.
Overview
12
12
years of professional experience
8
8
years of post-secondary education
1
1
Certification
Work history
Community support worker
Optimacare
Herne Bay, Kent
2026.01 - Current
- Facilitated group activities to enhance social interaction among community members.
- Developed personalised care programmes, boosting client wellbeing.
- Monitored client conditions and reported changes to medical professionals.
- Coordinated with multidisciplinary teams to optimise service user care plans.
- Provided safe transportation for clients to appointments and outings.
- Supported individuals in crisis, ensuring safety and stability.
- Complied with safeguarding, risk management, assessment, and lone working procedures.
- Encouraged clients to make choices in line with Mental Capacity Act requirements.
Community support worker
Echo Supported Living Services
Walsall, West Midland
2024.01 - 2026.01
- Facilitated integration of service users into community life to maximise transition success.
- Attended training and supervision workshops to enhance support for service users.
- Delivered health crisis first response to avert hospital admissions.
- Optimised outcomes through person-centred care aligned with user needs and lifestyles.
- Identified and discussed new ideas to consistently enhance support services.
- Maintained accurate daily reports, including financial transaction records.
- Prepared nutritious meals tailored to specific dietary requirements, promoting better health outcomes.
- Assisted clients in managing finances responsibly, fostering financial independence.
Activity coordinator
Causeway Charitable Services
Sunderland
2023.07 - 2024.01
- Maintained detailed records of each activity, making sure all procedures were adhered to correctly.
- Coordinated daily activities for leisure, entertainment and education.
- Assisted in budget management for efficient use of resources during events.
- Facilitated group outings, resulting in increased social interaction among residents.
- Oversaw scheduling of activities on monthly calendar and developed itineraries as appropriate.
- Created detailed transaction records documenting each stage of the process ensuring transparency and accountability.
- Prepared detailed reports documenting experimental results and observations for future reference.
Customer Service Team Lead
Access Bank Plc
Lagos
2020.01 - 2022.01
- Managed team of 12 customer service representatives, delivering coaching, mentoring, and performance feedback to enhance team success.
- Oversaw daily operations of customer service department, guaranteeing exceptional service delivery and compliance with service level agreements (SLAs).
- Managed customer inquiries and issues, resolving intricate cases and maintaining high standards of customer satisfaction.
- Established and implemented customer service standards, policies, and procedures to improve customer experience.
- Conducted regular team meetings to communicate objectives and performance metrics.
- Engaged with cross-functional teams, including sales, operations, and product development, to resolve customer concerns and enhance processes.
- Educated new team members on customer service best practices, company policies, and product knowledge.
- Assessed and examined customer service metrics, encompassing response times, resolution rates, and customer feedback, to identify areas for improvement.
- Established quality assurance protocols, incorporating call monitoring and service evaluations, to uphold service excellence.
- Contributed to the recruitment and selection of customer service representatives, ensuring the formation of a skilled and motivated team.
- Cultivated a collaborative environment through effective communication and teamwork.
Customer Service Advisor
Access Bank Plc
Lagos Nigeria
2014.01 - 2020.01
- Handled over 80 customer calls daily in inbound support.
Processed more than 70 emails each day while managing email communication.
Ensured timely response to customer inquiries through effective call and email management. - Responded to customer inquiries via phone, email, and live chat promptly and professionally.
- Provided accurate, detailed information regarding products, services, and company policies.
- Assisted customers in placing orders, processing returns, and tracking shipments efficiently.
- Resolved customer complaints by actively listening and implementing suitable solutions.
- Escalated complex issues to senior team members when necessary for resolution.
- Maintained precise customer records within the company CRM system.
- Collaborated with cross-functional teams to address customer needs and enhance service processes.
- Identified upselling and cross-selling opportunities to improve overall customer experience.
Education
Master's degree - Human Resources Management
University of Sunderland
Sunderland 2022.10 - 2023.10
Master's Degree - Peace Studies and Conflict Resolution
National Open University
Lagos Nigeria 2019.08 - 2022.03
BA - Philosophy
Adekunle Ajasin University
Nigeria 2007.09 - 2012.02
Skills
- CRM software proficiency
- Written communication skills
- Positive attitude
- Data entry expertise
- Email communication
- Time management
- Microsoft Office proficiency
- Problem solving
- Team leadership
- Product knowledge
Certification
Member of the Chartered Institute of Personnel and Development (CIPD)
Accomplishments
- Successfully implemented a new customer service training program, resulting in a 30% improvement in customer satisfaction ratings.
- Recognized as Supervisor of the Year for two consecutive years for outstanding leadership and team performance.
- Increased conversion rate of “lead to clients” on enquiries calls from average of 65% to 78%
Languages
English
Native
References
References available upon request.
Timeline
Community support worker
Optimacare
2026.01 - Current
Community support worker
Echo Supported Living Services
2024.01 - 2026.01
Activity coordinator
Causeway Charitable Services
2023.07 - 2024.01
Master's degree - Human Resources Management
University of Sunderland
2022.10 - 2023.10
Customer Service Team Lead
Access Bank Plc
2020.01 - 2022.01
Master's Degree - Peace Studies and Conflict Resolution
National Open University
2019.08 - 2022.03
Customer Service Advisor
Access Bank Plc
2014.01 - 2020.01
BA - Philosophy
Adekunle Ajasin University
2007.09 - 2012.02