Abimbola Oyelowo

MONSURAT ABIMBOLA OYELOWO Address: Gbagada, Lagos, Nigeria Phone: - Email:-P R O F E S S I O N A L S U M M A R Y Efficient, caring, and friendly customer service expert with 4+ years of experience in FMCG settings working hand in hand with the product brand owners (Sales and Marketing) in handling customers’ and consumers' complaints and resolutions using the business outlined method of RCA’s. I am excited about working with diversified Businesses to improve the customer experience and increase retention to make a strong impression by quickly resolving customer concerns. S K I L L S  Excellent attention to detail and analytical skills  Data Analysis  Email marketing  Quality control and assurance  Facebook advertising  Environmental impact assessment  SEO (search engine optimization)  Proficient in Microsoft Office tool and SAP  Digital marketing  Multitasking skills  Telemarketing  Strategic planning skills  Online marketing  Advanced communication and interpersonal  Google Ads  Regulatory Compliance  Quality Management System skills (written & oral)  Problem-solving skills E D U C A T I O N The Polytechnic Ibadan – HND, Microbiology 2006 - 2008 Nigerian Institute of Science Laboratory Technology – ND, Science Laboratory Technology 2002 – 2004 Ongoing Professional Development in Customer Relationship Management T R A I N I N G S & C E R T I F I C A T I O N S  Advanced Health and Safety in the Workplace  Emergency Response Training  Productivity Improvement  Total Quality Management  Emotional and Social Intelligence  The Anatomy of How  ISO 9001: 2015 QMS (Implementation and Audit Course) K E Y  A C H I E V E M E N T S Hits and exceeded departments’ KPIs by 20% for 5 months in a row by spearheading quality in the trade (raw material suppliers, distributors, and market visits to ascertain the quality of our products after they leave the facility) and performing Root cause analysis on defective products  Coached team members on customers’ complaints analysis and quick resolution, identified training needs for interns and developed programs to close the gaps E M P L O Y M E N T H I S T O R Y Quality maintenance specialist - QMS specialist |Hayat Kimya Nigeria Limited September 2023 to date  Fielding incoming phone calls, SMS, emails, and social media engagement by maintaining open and interactive communication balancing firmness with empathy and care for all customers  Proactively address common questions and provide clear, concise, and supportive responses to reported incidents  Monitor customers with sensitive complaints through quarterly calls even after complaint resolution  Supports the business leadership by organizing report documents, labeling and storing retrieved complaints samples, and performing Root Cause Analysis through the SOP to verify the claim's validity and for quick resolution and implement corrective action against such complaints in the future  Supports the business leadership during regulatory and statutory bodies’ visitation to the plant  Provides support to MR (management representative) for system certification/recertification / (upgrade—Pack size extension, change in product label design), marketing permit, product branding, and advertisement approval and ensures that surveillance audits are carried out when due.  Organizing root cause analysis briefing on complaints and returned products with all stakeholders, spanning from Quality, and supply chain in general to provide corrections and corrective actions in the process and manufacturing of products thereby eradicating production defects  Ensure all QA Tests (raw materials and finished goods) are carried out on time and in full to serve as the backbone for our product quality  Periodically visits the first-line customer warehouses, modern trade, and open markets to ascertain product integrity and sensitize customers on product storage method  Provide weekly and monthly reports on vehicle inspection and product complaints’ respectively, records on performance  Preparation of finished goods release, documentation, and COA for exports  Identify training needs and recommendations to improve customer experience  Ensuring non-conforming products are identified and placed on restriction  Maintenance of GMP, GLP, and GHP in the production facility, equipment, and personnel to aid work safety and etiquette . Assistant Manager| ADDIDE Limited Sep 2010 – Jan 2019  Answers customers and vendor inquiries and questions about goods and services  Fielding incoming phone calls by maintaining open and interactive communication  Forecast, order, stock, and merchandise products  Ensure prompt efficient and courteous customer services  Maintain a clean customer friendly environment  Collating customer feedback and reconciling where necessary  Ensure prompt reconciliation of store paperwork Others: teacher | Nnewi High School, Anambra State (NYSC) Sep 2009 – Aug 2010 Student Laboratory Assistant (Internship) | Biochemistry Department, FUT Minna Feb 2006 – Aug 2006.