OLUWASOLA AKINWALE OGUNDARE
United Kingdom
Summary
Forward-looking Technical professional, and compliance-aware professional with experience in data administration. Focused on customer delivery, IT service delivery, frameworks and development tools. Understands cloud computing, financial management, strong analytical and problem-solving skills , project delivery and AWS services. Demonstrates strong knowledge of data protection, system compliance, and governance protocols, with practical experience in adhering to GDPR, internal audit processes and operation risk mitigation. Adept at managing complex documentation, liaising with technical and non-technical teams. Known for collaborative approach, driving significant improvements in team productivity and project completion times.
Overview
6
6
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work history
Customer Service Advisor - Connections / Tech
BRITISH TELECOMMUNICATIONS (BT)
Cardiff
04.2024 - Current
- Providing first-line technical support for broadband and telecom services, supporting customers with connection setup, diagnostics, and troubleshooting across range of devices and platforms.
- Utilize CRM tools to document workflows and maintain data accuracy. Contributing to process improvements and streamlined service delivery.
- Delivering exceptional customer service via phone, chat and email, guiding users through technical processes in clear, non technical manner to enhance user experience.
- Manage customer account updates and billing processes, ensuring alignment with service-level agreements (SLAs) and enhancing overall client satisfaction.
- Maintaining strict data protection and security standards when handling customers information aligning with GDPR and BT policies
- Co-ordinate cross-functional teams to resolve escalations efficiently, leveraging stakeholder collaboration to meet deadlines and achieve successful outcomes.
- Communicating with internal IT and field engineering teams logging faults and escalating complex issues when necessary, ensuring seamless service delivery and issue resolution.
- Ensuring Improve relationship building and maintenance, leading to growth amidst team members.
- Critically observing and report recurring login failure on organization platform. implemented ID merger system and this boosted customers satisfaction, reducing complaints and building trust in brand.
- Identifying recurring technical problems and reported trends, supporting proactive service improvement and helping to reduce repeat callers and system downtime.
- Supporting onboarding of new systems and update, testing functionality and providing feedback to IT and service team to enhance customer support process
- Contributed to IT service excellence by supporting internal and external knowledge sharing, participating in quality assurance reviews and continuous improvement initiatives
Customer retentions Advisor
Foundever UK
Swansea
01.2024 - 03.2024
- Engaged customers struggling with modern software, giving technical support for friendly user interface, boosted customers satisfaction by 10% and increasing clients loyalty to brand.
- Fostered customer loyalty with excellent service standards and quality products.
- Maintained organizational compliance using (CRMs) with applicable legislation and regulations.
- Ensured agile, responsible organization with sustained revenue growth by monitoring industry forecasts, honing budgets and adjusting marketing strategies.
Branch sales manager
Leadway Assurance Ltd
Lagos, Nigeria
03.2019 - 11.2023
- Action B2B sales strategy, fostering feasible business environ and attracting high value clients, enhancing 25% boost in revenue.
- Supervised twenty-person, cross-functional team, providing direction, leadership and motivation to achieve project objective, resulting to 20% improvement in team productivity.
- Leverage CRM data, analyzing complaints, clients demand and developed new products. Positioning organization forward thinking and customer-centric, boosting client loyalty.
- Introduce adoption of digital tools with strategic approach focusing on scalability based on clients needs, reducing operational overhead and cost by 14%
- Champion adoption of (ATS) tools for recruitment purpose, this helped organization select right persons and cutting down waiting time to reach out to right candidate for available roles.
- Frequent use of Microsoft Excel and Google sheet to monitor monthly sales reports, helped track branch performance, boost performance leading to branch standing head tall in organization.
- Organize financial and operational data to help with yearly budgeting and planning.
- Delegate tasks efficiently to maximize productivity.
- Analyze data, project and tracked, uncover relationships with use of SQL tools for business decisions.
- Investigate issues affecting group operations, prepare reports leading to designing of new products, boosted trust and enhance client loyalty.
- Use Microsoft Word and other software tools to create documents and clear communications to clients.
Education
Bachelor of Science - Biotechnology
Ladoke Akintola University of Technology
Ogbomoso, Oyo State, Nigeria 01.2010 - 12.2015
Skills
- Deadline compliance
- CRM software
- Self Motivation
- Time Management
- Containerization (Basics)
- Awareness of GitHub (Version control)
- Awareness of cloud platform(AWS)
- Effective communication skills
- Cloud accounting software
- Creative thinking
- Microsoft word
- Troubleshooting
- Project Management
- Team Work
- Positive attitude
- Problem solving mindset
Affiliations
- Reading
- Playing Table Tennis
- Meeting People
Accomplishments
General Manager's Recognition BT / EE Limited Cardiff, UK November, 2024
Operation Manager's Recognition BT/EE Limited Cardiff, UK September, 2024
Employee of the Month BT / EE Limited Cardiff, UK September, 2024
Best in Household solutions BT / EE Limited Cardiff, UK September, 2024
Certification
AWS Cloud Practitioner 2024
AWS Solutions Architect 2025
Languages
English
Fluent
Yoruba
Native
References
References available upon request.
Timeline
Customer Service Advisor - Connections / Tech
BRITISH TELECOMMUNICATIONS (BT)
04.2024 - Current
Customer retentions Advisor
Foundever UK
01.2024 - 03.2024
Branch sales manager
Leadway Assurance Ltd
03.2019 - 11.2023
Bachelor of Science - Biotechnology
Ladoke Akintola University of Technology
01.2010 - 12.2015
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