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OLUWATOMISIN OMODARA
Summary
Detail-oriented customer service professional with 8+ years of experience and a proven knowledge of customer communications, customer needs assessment, and customer retention. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organisational brand and aiming to take my next career step with a respected organisation dedicated to delivering world class service and enhancing customer satisfaction.
Overview
11
11
years of professional experience
Work History
Head Of CLIENT SERVICES
Lancet Laboratories
03.2016 - 10.2023
- Led and manage a team of 10+ Client Service Officers, achieving a 20% improvement in service efficiency
- Implemented a streamlined communication process, ensuring that critical and abnormal reports are relayed to doctors and patients by the team within 2 hours, resulting in enhanced trust and satisfaction.
- Collaborated closely with the Head of Operations and National Laboratory Manager to optimise client services functions, resulting in a 15% reduction in operational costs.
- Conducted comprehensive orientation and training sessions for new Client Service Officers and other new staff.
- Developed and maintained a dynamic customer service schedule, providing 24/7 coverage and reducing response times .
- Helped the team to resolve complex client complaints or disputes.
- Coached and supported team members to help them meet departmental goals
- Kept records and documentation of the team's daily activities, client interactions, complaints and feedback to create monthly departmental reports.
- Delivered in-depth product and service information to clients, addressing inquiries and improving customer satisfaction by 15%.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
CLIENT SERVICE EXECUTIVE
Lancet Laboratories
09.2014 - 03.2016
- Answering telephone calls and responding to emails, making the appropriate transfers of both both internal and external calls, therefore, handling an average of 50+ calls daily with a 98% resolution rate
- Provided potential customers with information to address inquiries regarding products and services
- Provided clients with adequate information about the different tests, collection of samples, turnaround time, dispatch availability and test results.
- Effectively resolved and documented customer complaints, queries, recommendations and feedback, leading to a 25% decrease in recurring issues and improved service quality.
- Collaborated with cross-functional teams to implement customer feedback, resulting in a 10% increase in overall service quality.
CHEMISTRY TEACHER (NYSC)
Immaculate heart Comprehensive Senior High School
11.2012 - 10.2013
- Adapted teaching methods and instructional materials to meet students' varying needs and interests
- Prepared materials and classrooms for class activities
- Prepared, administered, and graded tests, assignments and examinations to evaluate students' progress
- Prepared objectives and outlines for courses of study, following curriculum guidelines or requirements of states and schools
- Supervised students' laboratory work.
- Instructed students in the laboratory by teaching safety protocols for proper use of chemicals and safe disposal of hazardous materials.
Education
Master of Science - Management
BPP UNIVERSITY
Manchester, United KingdomBachelor of Science - Biochemistry
BOWEN UNIVERSITY
Osun, Nigeria08.2012
Skills
Microsoft Office Suite
Schedule Management
Project Planning
Excellent Communication
Organisational Skills
Administration and Reporting
Interpersonal Relations
Problem-Solving Aptitude
Time Management Abilities
Teamwork and Collaboration
Active Listening
Customer Relationship Management (CRM) Software
References
References available upon request.
Interests
Cooking
Music
Research
Timeline
Head Of CLIENT SERVICES
Lancet Laboratories
03.2016 - 10.2023
CLIENT SERVICE EXECUTIVE
Lancet Laboratories
09.2014 - 03.2016
CHEMISTRY TEACHER (NYSC)
Immaculate heart Comprehensive Senior High School
11.2012 - 10.2013
Master of Science - Management
BPP UNIVERSITY
Bachelor of Science - Biochemistry
BOWEN UNIVERSITY