MOROMOLUWA OLUSANJO
Customer Support/Operations Manager
- |-Lagos Mainland, Lagos, Nigeria | [LinkedIn Profile]
CAREER SUMMARY
A passionate and results-driven Customer Service and Customer Experience professional with 4 years of progressive experience in the E-commerce and
banking sectors. Proven track record of enhancing customer satisfaction, managing customer service operations, and implementing innovative
strategies. Adept at leveraging CRM systems like Salesforce and Microsoft Dynamics 365, and utilizing data-driven insights to optimize processes and
drive continuous improvement. Ready to contribute to a dynamic organization focused on achieving customer success and long-term growth.
CORE COMPETENCIES
● Customer Journey Mapping
● Strategic Planning
● Cross-functional Collaboration
● Customer Focus & UX
● Customer Feedback Analysis
● VOC Implementation
● Problem-Solving & Critical Thinking
● Customer Retention Strategy
● CRM Systems Proficiency
PROFESSIONAL EXPERIENCE
Customer Success Personnel
Access Holdings, Lagos, Nigeria(Hybrid)
Aug 2022 – Jul 2024
● Enhanced quality control standards to ensure product and service excellence.
● Optimized operational processes, boosting efficiency and reducing costs.
● Identified and mitigated operational risks to minimize business disruptions.
● Defined KPIs and performance metrics for operational assessment.
● Analyzed performance data and provided insights to the leadership team.
● Ensured adherence to regulatory changes and compliance with processes.
● Championed the adoption of customer service technologies, including CRM systems like Microsoft Dynamics 365.
● Handled inbound calls, emails, and in-person customer queries, ensuring timely resolution within SLA.
● Identified automation opportunities to streamline processes and improve service delivery.
Communications Strategist (ICS)
GT Holdings | Guaranty Trust Bank PLC, Lagos, Nigeria
Mar 2021 – Apr 2022
● Collaborated with Public Relations on newsletters, press releases, and online promotional materials.
● Enhanced the bank's digital footprint through research, SERP analysis, content creation, and social media campaigns.
● Implemented strategies to boost ROI and customer retention in response to external events.
● Engaged in internal and external corporate communication strategies.
● Monitored marketing trends and presented insights using Google AdWords and Analytics.
● Participated in CSR initiatives and bank-wide events to foster community engagement.
Customer Support Intern
Jumia Group | Jumia NG, Lagos, Nigeria(Remote)
Sep 2020 – Mar 2021
● Collaborated with multiple departments to resolve complex customer issues.
● Identified opportunities for upselling and cross-selling additional products.
● Maintained comprehensive knowledge of company products, services, policies, and procedures.
● Recorded customer interactions to inform future improvements and references using Salesforce, MailChimp, and Zoho.
● Escalated complex issues to higher-level support or relevant departments.
EDUCATION
B.A. in History and International Studies (Hons)
University of Ilorin, Kwara, Nigeria, 2018
MBA in Management
Miva Open University, In View
CERTIFICATIONS
● ACIPM, Chartered Institute of Personnel Management (CIPM)
● ACIB, Chartered Institute of Bankers of Nigeria (CIBN)
● Software Product Management, University of Alberta, 2024
● Technical Product Management, Tech4Dev, 2023
● Project Management, UTIVA, 2023
SKILLS
● Communication
● Data Analytics
● Problem-Solving
● Servant Leadership
● Process Improvement & Optimization
● Detail-Oriented
● Agile Methodologies
● Technical Reporting
● CRM Software
● User Experience Optimization
● Revenue Optimization
● Product Development
● Interpersonal Skills
● Active Listening
● Adaptability
VOLUNTEER EXPERIENCE
● Product Manager, Edtech and Entertainment Products
● Content Writer, Lagos Food Bank Initiative
● Director of Talents, Training, and Empowerment, WTI NGO
● Member, GTBank CSR Team
