Oluwatosin Tobun
Kingston upon Hull,United Kingdom
Summary
I’m a passionate and results-driven professional with experience in Product Management and Customer Service Leadership. I thrive in roles where I can lead teams, improve processes, and create impactful solutions that drive business success. With a BSc and MSc in Computer Science, I bring a strong technical foundation, which has helped me navigate IT systems, streamline workflows, and enhance customer experiences. I enjoy working with people, whether it’s coaching a team to perform at their best or collaborating with stakeholders to develop new products. I’m always looking for ways to solve problems, optimize efficiency, and make a real difference—whether in a product-focused role or a leadership position.
Overview
7
7
years of professional experience
6
6
years of post-secondary education
Work history
Customer service team leader
The Esp Group Ltd
Hull, Kingston upon Hull
02.2025 - Current
- Lead and support a team of Customer Service Advisors, ensuring high performance and motivation.
- Provide coaching, feedback, and mentorship to improve efficiency and customer satisfaction.
- Oversee day-to-day operations, making critical decisions aligned with company policies.
- Handle escalations, resolve complex issues, and ensure compliance with company guidelines.
- Utilized IT systems to track team performance and generate reports for senior management.
- Drive process improvements to enhance service delivery and overall team productivity.
Customer Service Advisor
ESP Group Limited
Kingston Upon Hull
09.2023 - 02.2025
- Deliver exceptional customer service by resolving inquiries and complaints with a focus on customer satisfaction
- Consistently met performance metrics, reducing average handling time by 15% and improving first-call resolution rates by 20%
- Utilized CRM software to effectively manage customer data, track interactions, and enhance overall customer relationship management
- Identify customer pain points and provide solutions to enhance their experience, contributing to improved service ratings
- Manage customer orders, exchanges, and billing inquiries, processing payments and refunds effectively
- Collaborate with higher levels of support to resolve complex issues, ensuring timely and efficient problem-solving
Product Manager, Credit Cards (Cards and Messaging Business Department)
FirstBank of Nigeria
Lagos
04.2021 - 09.2023
- Championed customer experience throughout the product development process
- Achieved 93% of the gross revenue budget and 79% of the net revenue budget for the financial year 2022
- Developed and launched the Clean Naira Credit Card for SMEs and the Virtual Credit Card resulting in a 19% YoY growth in gross income and a 59% growth in net income
- Automated the eligibility confirmation process for credit cards
- Developed strategies and activities to drive the Naira and dollar-denominated credit card issuance, activity, and revenue
- Driving business growth, market penetration, adoption of credit cards in existing and new markets, understanding the influences driving the credit card business in the market, and developing strategies to ensure sustainable profitability
- Conceptualized and deployed enhanced product features and optimized implementation for use in marketing strategies
- Developed business documents such as Product Papers, Business Requirement Documents, Internal and External Memos, performance slides, and business projection documents
- Optimized pricing strategies to maximize revenue while remaining competitive in the market
- Analysed cardholder transaction data to produce reports that will improve the customer experience and increase transaction volume/value
- Collaborated with risk teams to mitigate credit and fraud risks, enhancing security measures across credit card products
Program coordinator
FirstBank of Nigeria
Lagos
02.2018 - 01.2021
- Designed and implemented effective training programs for over 6,000 employees across all bank branches, improving learning outcomes and retention
- Developed learning materials, including online modules and simulations, increasing training participation by 30%
- Managed the learning budget, ensuring cost-effective program delivery while enhancing employee skill development and engagement
- Reported on training program needs and challenges, collaborating with management to address improvements
- Implemented innovative training methods through simulations, role-plays, and gamification to maximize employee engagement
- Developed detailed programme schedules with careful consideration of deadlines.
Education
Master of Science - Advanced Computer Science
University of Hull
09.2023 - 09.2024
Bachelor of Science (Honours) - Computer Science
Taraba State University
11.2011 - 08.2016
Skills
- Product Management & Strategy
- Leadership & Team Management
- Communication Skills
- Customer Experience & Stakeholder Engagement
- IT & Technical Systems Proficiency
- Process Improvement & Compliance
- Data Analysis & Reporting
- Decision-Making & Problem-Solving
- Coaching, Training & Mentorship
- Agile methodology (Jira)
- C#
- Python
- HTML
- CSS
- JavaScript
- MySQL
- Balsamiq
- Git
- Microsoft Project
- Google Analytics
Product Development Projects - FirstBank of Nigeria
- Designed and launched a credit card tailored to SMEs, driving a 19% growth in this segment and boosting revenue by 20%.
- Automated the credit card eligibility process, reducing processing time by 70% and improving operational efficiency.
- Launched a digital card service, increasing card acquisition by 25%, and integrated it with mobile banking platforms for enhanced accessibility.
- Developed the Buy Now Pay Later card that allowed customers to spread payments, increasing transaction volumes by 15% and enhancing customer retention.
References
References available upon request.
Timeline
Customer service team leader
The Esp Group Ltd
02.2025 - Current
Customer Service Advisor
ESP Group Limited
09.2023 - 02.2025
Master of Science - Advanced Computer Science
University of Hull
09.2023 - 09.2024
Product Manager, Credit Cards (Cards and Messaging Business Department)
FirstBank of Nigeria
04.2021 - 09.2023
Program coordinator
FirstBank of Nigeria
02.2018 - 01.2021
Bachelor of Science (Honours) - Computer Science
Taraba State University
11.2011 - 08.2016
Similar Profiles
MORGAN ROURKEMORGAN ROURKE
Deputy IT Manager at ESP GroupDeputy IT Manager at ESP Group
Ganiyah OtubamboGaniyah Otubambo
Customer Service Advisory at ESP Group (Systex)Customer Service Advisory at ESP Group (Systex)
ThankGod DuruThankGod Duru
Information Advisor at ESP GroupInformation Advisor at ESP Group
Bayleigh Griffin-monkmanBayleigh Griffin-monkman
Delivery Drivers Assistant at TakeawayDelivery Drivers Assistant at Takeaway
OBED ADU GYAMFIOBED ADU GYAMFI
National Service Person at Deloitte and TouchéNational Service Person at Deloitte and Touché