Oluwadamilola Badmus

Contact Oba Ogbagba 2 Close, Lekki 1, Lagos-,- (Home)- www.linkedin.com/in/ oluwadamilola-badmus-639539b3 (LinkedIn) Top Skills Freshdesk Freshchat Switchvox Certifications Experience Management Certificate Course in Aviation Management Ground/Cabin Crew Student Member Diploma in supervision Product Management: Customer Development Honors-Awards Performance Recognition Award Performance Recognition Award Best Financial Advisor 1st Position 1st Position Association of Registered Insurance Agent of Nigeria Oluwadamilola Badmus Customer-Centric Professional | Sales, Telesales | Collections Expert | Financial Services | Customer Experience & Retention | Certified Cabin Crew Lagos, Lagos State, Nigeria Summary With 8 years of experience managing customer experience across Support, Sales, Financial Advisory, and Service Excellence, I am passionate about organizations that push boundaries in their focus areas and prioritize service quality and customer satisfaction. I am particularly drawn to companies that are committed to employee development and continuous improvement. My problem-solving and negotiation skills have been honed through years of identifying service gaps, developing effective processes, and collaborating with teams to enhance customer experience. I have a strong ability to analyze data, uncover opportunities for service improvements, and contribute to product development strategies. I am a self-motivated, results-driven team player with excellent communication skills. Given the opportunity, I am confident in my ability to add value to any organization by driving customer engagement, optimizing service delivery, and contributing to business growth. Experience Wakanow Group Supervisor, Quality Assurance September 2025 - Present • Supervise the Quality Assurance (QA) team and oversee quality control processes across all operations teams. • Ensure compliance with internal standards and SLA expectations through proactive monitoring and escalation prevention. Page 1 of 5 • Conduct quality audits on customer interactions (calls, chats, emails) to identify service gaps and recommend improvements. • Collaborate with department heads and operations leads to align QA insights with training and process optimization. • Manage incident escalation, root cause analysis, and corrective action implementation to maintain service excellence. • Prepare and present QA performance dashboards and reports using Excel and Engage analytics. • Support the integration of new QA software tools and workflow automation systems. • Drive a culture of accountability, continuous improvement, and customer satisfaction across the organization. Creditville Group Team Lead, Customer experience & Telesales Team Lead, Collections July 2022 - September 2025 • Led and managed a team of collections agents to ensure timely debt recovery while maintaining positive customer relationships. • Developed and implemented collection strategies that improved recovery rates and reduced delinquency. • Tracked outstanding accounts, automated follow-ups, and optimized collection processes to enhance efficiency. • Monitored collection performance, analyzed trends, and adjusted strategies to meet and exceed recovery targets. • Ensured compliance with regulatory requirements and company policies while handling sensitive financial matters. • Provided training and mentorship to the collections team, enhancing negotiation skills and customer engagement. • Collaborated with sales and customer service teams to address disputes and improve repayment processes. • Lead and manage a high-performing telesales and customer experience team to drive sales, customer retention, and service excellence. Page 2 of 5 • Increased telesales revenue by over 100% by leading a high-performing team, surpassing traditional sales units. • Implemented customer engagement strategies that improved retention rates by 70%. • Leveraged Zoho CRM, Zoho Desk, and Hoducc to automate workflows, reducing response times by 80%. • Designed KPI-driven performance monitoring, resulting in a 70% boost in team productivity. • Resolved high-level customer escalations, ensuring a 98% satisfaction rate in service recovery. • Collaborate with cross-functional teams to optimize customer service processes and enhance the overall customer journey. • Analyze customer feedback and sales data to refine engagement strategies and improve conversion rates. • Ensure compliance with company policies and industry best practices in customer interactions and sales operations. Tangerine Africa/ARM Life Financial Advisor August 2020 - July 2022 • Provided expert financial guidance to clients, helping them make informed decisions on investments, and risk management. • Assessed clients’ financial situations, identified their needs, and recommended tailored financial solutions. • Built and maintained long-term client relationships, offering ongoing financial planning and support. • Regularly followed up with clients to review financial goals and adjust strategies based on changing needs. • Ensured compliance with industry regulations, company policies, and best practices in financial advising. Page 3 of 5 IROKO Partners Limited Team Lead, Customer experience&Telesales February 2018 - May 2020 • Boosted customer retention by 40% through strategic engagement initiatives. • Trained and supervised a 10-member telesales team, achieving consistent monthly sales targets. Cummins Inc. Sales Customer Service Representative May 2015 - June 2016 Stylenext2u Operations Supervisor June 2014 - May 2015 Managing operations, Managing sales, Customer retention, Marketing Lgnews Customer Service Representative/Distribution Manager June 2013 - June 2014 Education Athena Global Education Diploma, Business Administration · (August 2023 - October 2023) University of Lagos Bachelor of Business Administration - BBA, Business administration · (2015 - 2020) National Open University of Nigeria (NOUN) Executive MBA, Business Administration · (January 2024) Yaba College of Technology, Yaba, Lagos Page 4 of 5 OND, Food Technology · (March 2013) Page 5 of 5