Emmanuel Olaiya

OLAIYA EMMANUEL OLUWASEUN SUMMARY Highly detail-oriented Lead Generation and Research Specialist, experienced in sourcing accurate data, conducting structured research, verifying information, and managing CRM/database systems. Strong communication skills with a background in customer service, virtual assistance, and administrative operations WORK EXPERIENCE Lead Generation & Data Research Specialist (Remote) Freelance / Project-Based February 2025– Present ● Conducts internet research to collect accurate service details including pricing, contact data, and offerings. ● Builds lead lists for multiple industries (marketing, service providers, real estate). ● Maintains clean, structured spreadsheets with 100% consistency and accuracy. ● Conducts outreach via email and phone to verify business information. ● Compiles research summaries and provide recommendations for improved targeting. ● Performs competitive analysis and extract insights from large datasets. Customer Support Specialist — Emerging Travel Group, Russia (Remote) | 2023 – 2024 • • • • • Provided remote customer support to international clients through chat, email, and phone. Resolved booking issues, cancellations, refunds, and account inquiries with 95%+ satisfaction. Maintained accurate customer records and updated CRM systems. Collaborated across multilingual support teams to ensure smooth service delivery. Handled high‑volume inquiries while consistently meeting performance KPIs. Customer Care Representative | Demil-Ash Properties, Nigeria | 2022– Nov 2023 ● ● ● ● Responded to customer inquiries through calls, emails, and in-person visits. Assisted clients in property transactions and renewals, maintaining a 95% satisfaction rate. Collaborated with departments to resolve issues quickly and professionally. Managed customer data and records using CRM tools. Data Analyst | Dangote Industries Ltd | may- ● Cleaned, validated, and organized data for business insights and decision-making. ● Conducted trend analysis using Excel and created visually structured datasets. ● Compiled reports summarizing key metrics and customer behavior. Project: Customer Sentiment Analysis of Hilton Anatole Hotel 2023 ● Analyzed over 1,200 customer reviews across multiple platforms (Trustpilot, Sitejabber, and X) to assess overall satisfaction and service perception. ● Categorized and evaluated data using both quantitative and qualitative methods to identify customer trends and behavioral patterns. ● Designed visual reports (pie charts and bar graphs) to communicate insights clearly to stakeholders. ● Revealed key service strengths and customer pain points, providing actionable recommendations that improved customer satisfaction, loyalty, and overall brand reputation. SKILLS Technical Skills: ● Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) ● Google Suite, Canva ● Project Management Software (e.g., Asana, Trello), ● Social Media Management Administrative Skills: ● Calendar Management, ● Email Management, ● Scheduling Appointments ● Travel Arrangements ● Data Entry ● Document Management, ● Database Management ● ● ● ● ● ● ● Soft Skills: Highly organized detail-oriented time management problem-solving proactive adaptable self-motivated. EDUCATION University of Ibadan, Ibadan, Oyo State Nigeria Bachelor of Public Health | April 2018 – April 2024 Federal Polytechnic Ado-Ekiti, Nigeria Higher National Diploma (Microbiology) August 2010 – Nov 2015 COURSES & CERTIFICATIONS ● ● ● ● Virtual Assistant – ALX Understanding Your Customers – The Open University (OpenLearn) Customer Service – Saylor Academy (Saylor.org) Diploma in Building and Maintaining Customer Relationships – Alison.com