- Enthusiastic Account Manager, successful at managing multiple priorities with no supervision.
- Willingness to take on added responsibilities and eager to contribute to team success through professional and personal skills .
- Excellent reputation for resolving problems and improving customer satisfaction.
Hi, I’m
Damilola Osoka
Customer Experience Management Professional
Summary
Overview
11
years of professional experience
2
years of post-secondary education
3
Certifications
Work History
Tecvinson ABMalmö
Quality Assurance Analyst Intern
02.2022 - Current
Job overview
- Liaise between quality control and other departments and contractors, providing project updates and consultation.
- Identify errors and recommend solutions to problems uncovered during course of performing assignments to improve workflows.
- Mastering standard operating procedures through hands-on application to daily testing and analysis.
- Provide test results and test status to the team via Jira and Confluence
Fuel Communication LimitedLagos
Brand Manager Executive
09.2018 - 08.2020
Job overview
- Led the mobilization promo team to help client increase sales in the Northern region
- Analyzed data to identify leads for business growth.
- Created spreadsheets using Microsoft Excel for daily tasks, weekly and monthly reporting to keep the team informed.
- Developed plans and communicated deadlines to the units to complete projects within the stipulated time to improve business processes
- Prepared contact reports, follow-up emails, creative briefs and shared with all stakeholders for information clarity.
- Worked with clients to understand needs to enhance excellent service delivery.
Access BankLagos
Brand Manager Executive
02.2013 - 08.2018
Job overview
- Handled and resolved complex queries coming in through different support channels to improve co-worker efficiency
- Co-create training materials, coached, and trained onboarding team members on product knowledge, call-handling, system navigation, follow-up on escalated queries to increase service quality
- Appointed by the contact centre manager to supervise 25 members of the team to assigned daily tasks in accordance with set processes, shared important information and knowledge with colleagues, to ensure standardization.
- Identified product gap and proposed innovative approach that was implemented to save cost.
Airtel NigeriaLagos
Team Lead Sales Support
06.2010 - 02.2013
Job overview
- Trained over 20 new team members in 2012 to reduce backlogs and increase customer satisfaction.
- Actively collecting data on pending issues , total resolved and escalated for business analysis.
- Proactively maintained a positive client relationship to enhance business continuity.
- Actively listened to customers' requests, confirming full understanding before offering products that suits clients' needs
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Education
Lund UniversitySweden
Master of Science from Strategic Communication
08.2020 - Current
University Overview
Obafemi Awolowo UniversityNIgeria
BSc.Ed from Political Science Education
04.2001
University Overview
Skills
Team support
Accomplishments
Accomplishments
- Awarded the Rising Star (Customer Service Delivery) Award, Tech Mahindra 2012
- Access Bank Customer Service Champion Award 2018
Certification
SEB/ISTQB Foundation in Software Testing In progress
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Quality Assurance Analyst Intern
Tecvinson AB
02.2022 - Current
SEB/ISTQB Foundation in Software Testing In progress
02-2022
Lund University
Master of Science from Strategic Communication
08.2020 - Current
• Outstanding Customer Relationship Management, Lagos Business School
07-2019
Brand Manager Executive
Fuel Communication Limited
09.2018 - 08.2020
• Creative Problem Solving/Decision Making Delft University Netherlands
01-2018
Brand Manager Executive
Access Bank
02.2013 - 08.2018
Team Lead Sales Support
Airtel Nigeria
06.2010 - 02.2013
Obafemi Awolowo University
BSc.Ed from Political Science Education
04.2001
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