Dolapo Oresanya-PROFILE
Administrative and customer service manager with over 12 years of relevant experience. Proven record of
engaging employees in administrative goals and fulfilling departmental needs through time management,
interpersonal, and organizational skills. Possess significant exposure to a variety of functional areas, including
customer service, office management, billing, and sales. Ready to utilize previous experience to adapt to the
critical needs of any office.
Employee Management
Customer Service
Recordkeeping & Data Entry
Office Management
Reporting
Procurement
Data Analysis
PROFESSIONAL EXPERIENCE
RA International School Bonny, Nigeria
Volunteer
2016- Till Present
Directly assisted teachers in achieving educational objectives by providing non instructional services.
Organized fundraising events
Chaperoned students to activities and field trips
Tutored and mentored students
Supervised lunchrooms and playgrounds
Assisted in the class and library.
The Priory Preparatory School Lagos, Nigeria
2014 – 2016
Administrative Manager
Managed administrative duties for a medium-sized Elementary School, including vendor communications,
procurement, paperwork processing, and event planning.
Key achievement was developing, setting up and managing the HR and Administration function
• Fulfilled order requests for equipment and services and prepared all necessary purchase orders and
documentation for accountant.
• Served as the main planner of events for employees, including team lunches, training activities, and
volunteer projects.
• Received guests at the front desk and assisted with answering questions, providing needed supplies, and
notifying employees of arrival.
• Maintained inventory in the administrative building supply closet to prevent shortages of supplies.
• Prepared quarterly budget reports and submitting prior to specified deadline.
• Provided ongoing administrative support to directors, driving organizational success through the
management of daily operations and special projects.
• Maintained strict confidentiality of all applicant information.
• Served as primary point of contact for an average of 12 calls per day, addressing inquiries and resolving
concerns.
• Led, managed and developed administrative staff to ensure smooth business operations and the provision
of accurate and timely information.
• Purchased printed materials and forms by obtaining requirements; negotiating price, quality, and delivery;
approving invoices.
Cardinal Security Services Ltd Lagos, Nigeria
2012 – 2013
Customer Service Manager
Served as a department Manager for a national security services company. Department focused on operations and
new customer relations and was tasked with meeting monthly goals for new accounts sold.
Key achievement was turning around a failing department into a highly functional and achieving department. This
was achieved by decreasing customer complaints and missed task/deliverables by 50 percent.
• Supervised team of 12 customer care representatives and ensure that sales goals are being met.
• Collaborated with team members who are falling short of goals, providing guidance and motivation to
achieve.
• Completed routine requests from staff in a timely manner, such as time off requests, equipment requests,
and HR paperwork.
• Submitted quarterly employee performance reviews for all staff and assisted with notifying employees of
ratings and areas of improvement.
• Intervened with customer calls in the event of escalation and provide friendly assistance to both the
customer and service representative.
Customer Service Officer | Club Campus, Glasgow, UK
September 2005 – September 2007
• Resolved customers’ complaints while identifying problems and taking appropriate corrective action,
increasing client retention by 45%.
• Increased customer base by 37% in 2 years by responding quickly to customer’s concerns.
• Created a Standard Operating Procedure (SOP) manual by compiling a list of appropriate responses to
customers’ questions and the Dos and Don’ts of customer service which increased the company’s service
delivery rating from 7.5 to 8.9.
Twinlane Ventures Lagos, Nigeria
2002 – 2005
Office Supervisor
Performed administrative and billing duties for a large event planning company. Served as the main supervisor for
a team of 4 administrative assistants.
• Fulfilled billing and procurement paperwork, including completion, scanning, and storing in compliance
with office policies.
• Kept all essential records organized for easy access by employees, and implemented a system for sorting
and documenting new files.
• Reviewed work by assistants to ensure they are fully completed and free of errors.
EDUCATION
Glasgow Caledonian University, Scotland
MSc Operations & Business Management
Sept 2008 -Aug 2009
