Martha Oyaniyi

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