Itunu Oyewole

OYEWOLE ITUNU TEMITOPE PROFESSIONAL SUMMARY Results-driven Customer Service Advisor, Customer Care Expert, and Relationship Manager with a proven track record of five years. Successful in elevating customer experiences, expanding the customer base, and surpassing revenue goals through program management, strategic planning, and team leadership. Skilled in networking, leadership development, and operational excellence, with a deep understanding of business management. Committed to delivering exceptional service and fostering positive customer interactions. Acknowledged for inspiring teams to excel and cultivating innovative work environments. TOP PROFESSIONAL SKILLS AND ATTRIBUTES Competencies: Customer Service and Relationship, Customer Relationship Management (CRM), KYC Analysis, Customer Care, People Management, Outbound Call Management, Complaint Audit, Crisis Management, Facility & Events Management, Staff Recruitment, Entrepreneurship, Chats, Calls and Texts Care, and Complaint Process Management Soft Skills: Public Speaking, Problem Solving, Innovation, Interpersonal Skills, Decision Making, Leadership, Ideation, Mental resilience, Multitasking, and Execution. Technology Skills: Email Marketing, TCS, Microsoft Office (Word, Excel, PowerPoint), and Google Suite. WORK EXPERIENCE Majorel Kenya Limited, Nairobi, Kenya (Oct. 2022 – Till Date) Content Moderator • Review and evaluate user-generated content to ensure it aligns with community guidelines, legal requirements, and platform policies. • Ensure that all published content meets the company’s quality standards by reviewing it against a checklist of criteria. • Identify and remove content that violates established rules, including inappropriate language, hate speech, or harmful material. • Implement and enforce content moderation policies consistently. • Stay updated on platform policies and community guidelines to ensure accurate and fair decision-making. • Interact with users professionally and effectively, addressing concerns, clarifying guidelines, and providing support when needed. • Respond to user inquiries related to content moderation decisions. • Document and report trends in content violations, identifying potential risks or areas for improvement. • Maintain accurate records of moderation actions and contribute to regular reports for management. • Collaborate with cross-functional teams, including legal, customer support, and product development, to address emerging issues and improve moderation processes. • Provide feedback on policy effectiveness and suggest enhancements. • Actively participate in training sessions to enhance moderation skills and stay abreast of industry best practices. • Contribute to the development and optimization of moderation workflows and tools for increased efficiency and accuracy. Moore & Moore Attorney’s, Abuja, Nigeria (Jan. 2022 – Oct. 2022) Secretary • Managed and coordinated office activities, serving as the primary point of contact for clients and visitors, ensuring a professional and welcoming atmosphere. • Handled correspondence and communications, including phone calls, emails, and official documents, to ensure accurate and timely dissemination of information. • Maintained and organized legal documents, case files, and records, implementing an efficient filing system for easy retrieval and reference. • Scheduled and coordinated meetings, appointments, and court appearances, managing attorney calendars and providing necessary logistical support. • Prepared and proofread legal documents, including briefs, contracts, and reports, ensuring accuracy and adherence to established legal formats. • Conducted legal research and compiled relevant information for attorneys, supporting them in case preparation, trial proceedings, and client interactions. • Interacted with clients via calls, texts, or chats. • Daily update of call logs and reports. • Helped manage the recurrent daily expenditure, thus reducing the daily company running cost by 40%. • Analyzed data received from clients and senior executives to develop strategies for meeting clients' goals and increasing company revenue. OK Digital Koncept (Feb. 2021 – Dec. 2021) Script Writer • Developed compelling and captivating storylines for various projects, ensuring alignment with client expectations and project objectives. • Conducted in-depth research to gather information and insights, translating them into well-structured scripts for diverse digital content, including videos, advertisements, and promotional materials. • Collaborated with cross-functional teams, including directors, producers, and other creative professionals, to brainstorm and generate innovative ideas that resonated with the target audience. • Ensured adherence to brand guidelines, industry standards, and project requirements, maintaining consistency and coherence in the storytelling process. • Reviewed and revised scripts based on feedback from stakeholders, directors, and clients, refining content to meet quality standards and address specific project needs. • Kept abreast of industry trends, emerging storytelling techniques, and changes in audience preferences, integrating relevant innovations into scriptwriting processes for enhanced content quality. MMW (Jul. 2020 – Feb. 2021) Sales Executive • Crafted effective sales strategies to penetrate target markets, identifying key opportunities for revenue growth and market expansion. • Nurtured strong and lasting relationships with clients, ensuring high levels of customer satisfaction and loyalty through regular communication and personalized service. • Consistently surpassed sales quotas by employing proactive sales tactics, conducting persuasive presentations, and negotiating favourable terms to achieve revenue goals. • Performed comprehensive market research to identify emerging trends, competitor activities, and customer needs, providing valuable insights to inform strategic business decisions. • Generated and presented detailed sales reports, including key performance indicators and sales forecasts, to management, facilitating data-driven decision-making processes. • Worked closely with marketing, product development, and customer support teams to ensure seamless coordination of efforts, contributing to a cohesive and customer-centric approach across the organization. Bauchi State College of Agriculture, Bauchi State, Nigeria (Sep. 2019 – Jul. 2020) Veterinary Assistant • Crafted effective records and documentation of animals kept in the facility. • Assisted veterinarians in conducting health assessments of animals on the college farm. • Administered prescribed medications and treatments to animals under the guidance of the veterinary team. • Participated in the handling and restraint of animals during medical procedures and examinations. • Maintained accurate records of animal health, vaccinations, and treatments. • Contributed to the cleanliness and sanitation of animal facilities, ensuring a healthy environment. • Assisted in educating students and staff on proper animal care practices and hygiene protocols. EDUCATION • B.Sc. Animal Physiology (Jun. 2019) Federal University of Agriculture, Abeokuta, Ogun State, Nigeria. PROJECTS MMW Sales Executive (Team Lead) • Headhunted and conducted research in creating a minimum viable product (MVP) concerning identified consumer behavior in the geographical location and other related government policies with a footfall in customer care, retention and relationship management. • Created pitch decks to exhibit credibility, growth strategy, revenue model and other important details, also explained customer retention and sales strategy concepts to various investors. • Strategically planned and actively contributed to various brainstorming and strategy sessions to determine and create plans for advertisement, operational processes and continuity. • Designed and implemented social media strategies that aligned with the company’s vision and goals. • Actively ensured brand consistency, and implemented features for sales, marketing, brand imaging and promotion, awareness and competitions, while staying up-to-date with current technologies, trends in social media, design tools and applications. CERTIFICATIONS • Human Resource Associate by HRCI Coursera 2023 • Developing Quality Customer Service Skills Alison Academy 2021 • Problem Solving and Critical Thinking Skills Alison Academy 2021 • Customer Analytics Wharton Online 2020 REFERENCES Available on Request