MARTHA OYANIYI
Iwo road, Ibadan. Nigeria. Mobile: -
E-mail:-Linkedin: https://www.linkedin.com/in/martha-oyaniyi/
PROFESSIONAL SUMMARY
Result-oriented Customer Service Specialist and Virtual Assistant with 3+ years of experience and a proven track record
of excellence in driving customer satisfaction and retention through the implementation of effective strategies. Proven
ability to manage teams, resolve issues quickly, and deliver data-driven performance improvements.
SKILLS
Proficiency in Microsoft Dynamics 365, Zoho, Google Workspace, Slack, Zendesk, and Zoom
Email and Calendar Management
Travel Planning
Data Entry, Transcribing and Appointment Scheduling
Exceptional communication skills
Customer Engagement and Retention
Client Onboarding and Relationship Management
Strong Analytical and problem-solving skills
Ability to work independently and in a team environment
EDUCATION
Yaba College of Technology, Epe Campus, Epe, Lagos State. 2019 – 2021
Higher National Diploma, Distinction in Crop Production Technology
WORK EXPERIENCE
Seed Healthcare Services Ltd: Remote, Manchester, United Kingdom
Head of Client Services:
July 2024 – April 2025
Managed a team of 3 client service consultants, oversaw the team’s day-to-day operation and achieved a 15%
increase in client satisfaction scores.
Managed a portfolio of 40 high-value clients, achieving a 20% growth in client expansion through
tailored relationship-building strategies
Oversaw the onboarding of clients, profile update, and feedback.
Collaborated with internal stakeholders to develop and implement strategies that meet client needs
Scheduled meetings, calls and handled follow-up with clients
Managed and prioritized email correspondence with clients and Agency staff
Prepared weekly reports on account status, client feedback, and ongoing project progress.
Participated in weekly managerial meetings to discuss and identify areas for driving significant improvement
in operations.
Client Service Consultant:
January 2024 – June 2024
Maintaining and expanding relationships with clients and agency staff to fully understand their requirements and
placing suitably matched candidates into the shifts/placements given by clients.
Successfully coordinated shift bookings and scheduling across multiple platforms
Resolved complaints from clients and agency staff in a timely and professional manner.
Worked closely with the compliance and recruitment department to ensure agency staff were available
Prepared weekly business performance reports and timesheet reconciliation for the finance department.
SENDME FOOD TECHNOLOGY: Ikolaba, Ibadan
October 2022 – April 2023
Customer Support Officer/Order Processor
Provided support via live chat, email, and phone with an average response time of 2 minutes for order handling
Monitored booking platform for new inquiries, responded to booking requests, updated order and booking records
Achieved 90% customer satisfaction rate by resolving queries and enhancing seamless service delivery.
Implemented new retention plans and strategies resulting in a 12% increase in customer retention.
Cross-selling of appropriate services and products to customers.
TRAINING/CERTIFICATION
Virtual Assistant Certification – ALX, Nigeria (2025)
Associate Professional in Project Management – RMCI UK (2023)
Associate Professional in Human Resources – RMCI UK (2023)
Customer Retention – LinkedIn Learning (2022)
Customer Service Foundation / Field Service – LinkedIn Learning (2022)
Handling Abusive Customers / Phone-Based Service – LinkedIn Learning
Communicating with Empathy – Udemy
National Youth Service Corps (2023)
LEADERSHIP & AWARDS
2nd Inter-Departmental Debate: Participants Award
National Association of Agricultural Students, Yaba College of Technology, Epe.
Sept. 2019
P.R.O/Gen. Secretary
Press Council, The Oke-Ogun Polytechnic, Saki.
July 2017
HOBBIES AND INTEREST: Reading, Traveling, and Learning new skills
