Creative Technical Support Specialist with over 10 years experience in diverse sectors (B2B and B2C) delivering excellent service that meets brand values and eager to find novel and productive solutions for customer issues. Adapts to unique complaints and queries with thorough research and expert critical thinking skills. Committed to problem resolution and customer satisfaction.
Hi, I’m
Damilola Osoka
Helsingborg
Summary
Overview
13
years of professional experience
1
Certification
Work History
Tecvinson AB
QA/Project Coordinator's Assistant
02.2021 - 03.2023
Job overview
- Monitored different projects on schedule by managing deadlines and adjusting workflows.
- Oversaw onboarding over 30 clients and 10 student mentorship with meeting planning and developed project documentation.
- Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
- Provided technical direction on Tecvinson Website projects and initiatives to the cross-functional team of about 20 members.
- Created over 80 helpdesk tickets, troubleshot, escalated and resolved issues.
Fuel Communication Ltd.
Brand Manager Executive
09.2017 - 08.2020
Job overview
- Developed product demonstrations and presentations for customers that scaled business portfolio
- Managed
- Monitored staff adherence to project timelines to ensure completion from procurement to commission using excel activity tracker.
- Created comprehensive budgets that accurately estimated production costs and client pricing, resulting in 20% increase in profit margins within agreed scope.
- Spearheaded the highly successful "Peel & Win" campaign project for Mobil Nigeria (11plc), attracting over 3 million enthusiastic participants and driving a remarkable 15% increase in sales compared to the previous year, as reported by the client.
- Managed successful negotiation of long-term contract renewals with vendors and clients together.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
Access Bank
Customer Success Manager
02.2013 - 08.2017
Job overview
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Conducted training and mentored 15 team members to promote productivity, accuracy and commitment to friendly service.
- Developed documentation and spooled over 5000 logs to be resolved daily, generated and submitted reports to track resolved complaints figures.
- Monitored metrics and developed actionable insights to improve efficiency and performance
Airtel Nigeria, Lagos.
Sales Support Officer.
06.2010 - 02.2013
Job overview
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Spearheaded and trained 25 new/existing team members on effective query resolution processes to reduce customer waiting time.
- Maintained positive client relationships with 15 accounts in my portfolio to reduce churn rate.
- Proffered products package suitable for client's company to help them utilize available offers.
- Managed monthly subscription renewal activities by demonstrating value and ROI of products and services.
Education
Lund UniversitySweden
Master of Science from Strategic Communication
10.2022
University Overview
Obafemi Awolowo UniversityOsun State
Bachelor of Arts from Political Science Education
04.2009
University Overview
Skills
- Verbal and Written Communication
- Project Facilitation
- Schedule Management
- Strategic Direction
- Stakeholder Relationship Management
- Training and Development
- Team Coordination
- PowerPoint Presentations
- Technical assistant
Accomplishments
Accomplishments
- Resolved over 15 product related issue through consumer testing.
- Coordinated and trained over 70 cross-functional teams in Query Resolution, Customer, Brand and Stakeholder Management during merger to meet SLA.
- Used Microsoft Excel to develop activity tracking spreadsheets for project updates with stakeholders.
- Sales Support with portfolio management, onboarding, and client retention to curb churning.
- Negotiated project costs with vendors, and developed campaign strategies(Online/Offline) on brand values to help scale business success with 85% success rate
Certification
- SEB/ISTQB Foundation in Software Testing- In View
- Certified Scrum Master - 2023
- Outstanding Customer Relationship Management, Lagos Business School
Additional Information
Additional Information
- AWARDS , Access Bank Customer Service Champion Award (2018) Tech Mahindra.
- Rising Star (Customer Service Delivery) Award, 2012.
Affiliations
Affiliations
- Scaled Agile Framework.
- Utest
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Timeline
QA/Project Coordinator's Assistant
Tecvinson AB
02.2021 - 03.2023
Brand Manager Executive
Fuel Communication Ltd.
09.2017 - 08.2020
Customer Success Manager
Access Bank
02.2013 - 08.2017
Sales Support Officer.
Airtel Nigeria, Lagos.
06.2010 - 02.2013
Lund University
Master of Science from Strategic Communication
Obafemi Awolowo University
Bachelor of Arts from Political Science Education
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