Osakpolor Best Ogunmu
Glasgow
Summary
As a results-driven and experienced customer service professional, I am excited to express my interest in the Customer Service Specialist position within the organization. Over the past two years, I’ve had the privilege of working here, during which I’ve not only honed my customer service skills but also gained valuable insight into the business' day-to-day operations.
This exposure has allowed me to apply practical knowledge to assigned tasks and consistently perform well against KPIs. I also have a strong understanding of our commitment to Consumer Duty, which I view as a fundamental part of our business ethos. Given my experience and dedication, I am confident in my ability to thrive in a more dynamic and challenging role, one where I can continue to grow professionally while contributing meaningfully to the company’s ongoing success.
Overview
4
4
years of professional experience
Work History
Customer service representative
DILIGENTA LIMITED
10.2023 - Current
- Provided telephone support and comprehensive product/service information to customers to ensure optimum client satisfaction and addressed customer inquiries to foster positive service experience.
- Collaborated with team members to improve customer service processes and procedures and e
- Collaborated with team members to develop best practices for consistent customer service delivery. Escalated complex technical issues to the appropriate department for prompt resolution.
- Recorded i TCS BaNCS to enhance customer interaction tracking across the department.
- Maintained detailed records of customer interactions and transactions the BaNCs CRM system to ensure accurate documentation and follow-up.
Customer service representative
PATRICIA TECHNOLOGIES
04.2021 - 01.2023
- Supported customers via calls and emails, assisting users in navigating the mobile app and resolving queries while ensuring a seamless user experience. Consistently exceeded performance KPIs and contributed to customer retention and satisfaction in a fast-paced fintech environment
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Education
MSc - Marketing Management
UNIVERSITY OF BENIN
01.2020
BSc (Hons) - Business Administration
BENSON IDAHOSA UNIVERSITY
08.2015
Skills
- Effective multitasking
- Active listening
- Interpersonal skills
- Problem solving
- Strong written and Verbal skills
- Adaptive team player
- Microsoft office proficiency
Accomplishments
- Patricia Technologies: Improved client retention by 12% by contributing to the development of an online contact form, using insights gathered from customer feedback.
- Patricia Technologies: Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Patricia Technologies: Recognized with an award for demonstrating proficiency and consistent performance within the first six months
- Diligenta Ltd: Worked with a customer service team to achieve KPIs aligned with company targets, driving performance and delivering consistent results.
- Diligenta Ltd: Maintained an average call quality score of 97% over the past two years as a customer service representative, consistently delivering positive and satisfying customer experiences.
Community Service
Assistant Community Development Coordinator 2015-12 - 2016-12
NATIONAL YOUTH SERVICE CORP, NIGERIA. Benue, Nigeria.
Served as Assistant Community Development Coordinator in a local government office during NYSC, supporting grassroots projects to improve living conditions in underserved communities. Responsibilities included assisting with community project planning, facilitating access to basic amenities, and contributing to housing development. Engaged with residents to gather feedback, which informed local government decisions and helped shape more effective community interventions.
Timeline
Customer service representative
DILIGENTA LIMITED
10.2023 - Current
Customer service representative
PATRICIA TECHNOLOGIES
04.2021 - 01.2023
BSc (Hons) - Business Administration
BENSON IDAHOSA UNIVERSITY
MSc - Marketing Management
UNIVERSITY OF BENIN
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