Peter Osewagemede
Summary
Experienced Business Support Specialist with over 5 years in delivering exceptional customer and business support services. Skilled at streamlining workflows, enhancing stakeholder satisfaction, and optimizing operational processes. Proven success in achieving key business objectives through CRM management, cross-functional collaboration, and data-driven strategies. Skilled in business development, client engagement, and support administration, driving efficiency and growth across organizations.
Developed a diverse set of skills in a collaborative and fast-paced environment, focusing on administrative support and customer service.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Business Support Specialist
LEAP Micro Finance Institution
08.2020 - 09.2023
- Streamlined multi-channel customer and business support, achieving a 95% customer satisfaction rate
- Designed and implemented process improvements that reduced repeat inquiries by 20%, increasing efficiency
- Managed CRM platforms (Zendesk, Freshdesk), streamlining ticket resolution to achieve a 25% reduction in resolution time
- Partnered with cross-functional teams to enhance workflow efficiency, contributing to a 10% increase in team productivity
- Generated detailed reports on key performance metrics, facilitating data-driven strategic discussions among stakeholders; insights derived led to a 25% improvement in project turnaround times and enhanced resource allocation
- Updated and maintained databases and audit trails, improving reporting accuracy by 30%
- Created a standardised process for updating performance data, reducing reporting errors by 15%
- Took the lead in organising virtual and in-person team meetings, handling room bookings and logistics to ensure smooth coordination
Business Support Administrator
Capital Ace Attorneys
07.2014 - 05.2020
- Provided business and administrative support across departments, ensuring SLA compliance and enhancing client retention by 20%
- Optimized client engagement processes through CRM tools, reducing response times by 30% and enhancing service delivery
- Compiled comprehensive data analysis reports to inform strategic planning efforts, ensuring optimal resource allocation that enhanced operational efficiency and contributed directly to 15% improvement in SLA performance metrics
- Executed rigorous quality control procedures for customer support processes; ensured consistent delivery of top-rated services while resolving more than 1,200 inquiries annually within established service level agreements (SLAs)
- Lead comprehensive overhaul of case management system, cutting case closure times by 20%
- Implemented effective inventory tracking system, ensuring supplies were replenished on time and eliminating stock shortages
- Played pivotal role in successful audit by keeping financial records and document trails well-organized and compliant
- Improved communication within the department, facilitating regular meetings and team updates.
- Increased customer satisfaction with prompt and professional handling of inquiries and concerns.
- Contributed to the successful launch of new initiatives by coordinating project resources effectively.
Education
Master of Science - Project Management
Leeds Beckett University
Leeds, UK09.2024
B.Eng. (Hons) - Mechanical Engineering
Ambrose Alli University
Ekpoma, Edo State11.2011
Skills
- Business Development
- Stakeholder Management
- Cross-Functional Team Coordination
- Customer Relationship Management
- Strategic Planning
- Data Analysis
- Reporting
- SLA Adherence
- Compliance
- Multi-Channel Communication
- Ticketing Systems
- Microsoft Office Suite
- Communication Tools
Certification
- ITIL Foundation Certificate in Customer Service Excellence
- Certification in Business Leadership and Management
Core competence and skills
- Business Development & Stakeholder Management
- Cross-Functional Team Coordination
- Process Improvement & Workflow Optimization
- Customer Relationship Management (CRM)
- Strategic Planning & Execution
- Data Analysis and Reporting
- SLA Adherence and Compliance
- Multi-Channel Communication (Phone, Email, Chat)
- Ticketing Systems (Zendesk, Freshdesk, Jira)
- Office Tools: Microsoft Office Suite (Word, Excel, PowerPoint)
- Customer Satisfaction and Retention
- Communication Tools: Microsoft Teams, Slack
Timeline
Business Support Specialist
LEAP Micro Finance Institution
08.2020 - 09.2023
Business Support Administrator
Capital Ace Attorneys
07.2014 - 05.2020
B.Eng. (Hons) - Mechanical Engineering
Ambrose Alli University
- ITIL Foundation Certificate in Customer Service Excellence
- Certification in Business Leadership and Management
Master of Science - Project Management
Leeds Beckett University
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