Ayorinde Odesanya

AYORINDE ODESANYA PROFESSIONAL SUMMARY Detail-oriented and highly organized professional with a strong background in customer service and administrative support, client management, and operations coordination. Skilled in managing executive schedules, preparing reports, handling confidential information, and facilitating seamless communication across teams. Adept at multitasking, problem-solving, and supporting senior leadership to achieve strategic goals. CORE SKILLS • Customer Support & Relations • Complaint Resolution & Escalation Management • Account & Relationship Management • Email, Phone & Live Support Communication • Service Level Agreement (SLA) Monitoring • CRM Tools: Zoho, Salesforce • Microsoft Office Suite (Word, Excel, PowerPoint) • Data Reporting & Performance Analysis (Excel, Tableau) • Time Management & Multitasking • Negotiation & Stakeholder Engagement PROFESSIONAL EXPERIENCE Sendbox Software Technologies Customer Operations & Support Manager | March 2024 – Present • Provided real-time updates on service requests and coordinated smooth communication between customers and service providers. • Handled confidential correspondence, prepared reports, and maintained accurate records. • Acted as liaison between executives, staff, and external partners, ensuring effective communication. • Ensured prompt resolution of escalated complaints, fostering customer trust and satisfaction. • Coordinated issue resolution between internal teams and external stakeholders. • Assisted clients with shipment documentation and guided them through compliance requirements. Resolution Officer & Client Support Specialist | August 2023 – March 2024 • Handled 6,000+ customer tickets across email and phone channels in 2023, maintaining high service quality. • Addressed client complaints on delayed, damaged, or misplaced shipments, providing effective resolutions. • Coordinated with courier partners (DHL, Aramex, FedEx, USPS, EVRI) to ensure timely issue resolution. • Tracked service performance against SLAs and communicated progress to clients. • Negotiated with external vendors to secure favourable outcomes for customers. Client & Operations Support | July 2022 – August 2023 • Managed client accounts and served as the main point of contact for top-tier partners. • Coordinated daily reporting, tracked performance metrics, and presented executive-level insights. • Oversaw scheduling of deliveries, dispatch operations, and partner coordination. • Resolved customer inquiries and managed over 6,000+ communications via email/phone. • Assisted in onboarding and training of new staff, streamlining workflows. EDUCATION Miva Open University Master of Business Administration (M.B.A) | In View Yaba College of Technology Higher National Diploma, Business Administration & Management | Aug 2017 – Nov 2019 National Diploma, Business Administration & Management | July 2014 – March 2016 CERTIFICATIONS • Customer Relationship Management Certificate | Jobberman Nigeria Supply Chain • Management Certification | Coursera, Rutgers University • ALX Professional Foundations