OLUWATOBILOBA SIMON OYENIRAN
Customer Experience Specialist (CX)
PROFESSIONAL SUMMARY
Customer experience professional with 6+ years of proven success in driving exceptional
customer satisfaction. Skilled in implementing innovative strategies, fostering a
customer-centric culture, and leading high-performing teams to deliver exceptional
service experiences. Proven ability to identify customer pain points, resolve complex
issues, and foster long-lasting relationships. Passionate about leveraging data-driven
insights to optimize customer journeys and deliver personalized experiences.
WORK EXPERIENCE
Communications Supervising Officer
Wonder Meets and Tours Limited - UK, Remote
October 2023 - October 2025
● Design and implement customer experience strategies, resulting in a 15% increase in
customer satisfaction scores and a 10% boost in loyalty program sign-ups.
● Analyze customer feedback and data to identify pain points, leading to a 20% reduction in
negative feedback and a 25% improvement in customer journey metrics.
● Develop and oversee customer service policies that improved response times by 30% and
increased customer service satisfaction ratings by 12%.
● Collaborate with cross-functional teams to address customer concerns, achieving a 40%
decrease in escalated issues and a 15% improvement in product satisfaction ratings.
Customer Experience Supervisor
Devsolutely -Lithuania, Remote
October 2022 - September 2023
● Partnered with marketing to create customer-focused content and guides, increasing
self-service usage by 18%.
● Create and execute new metrics such as NPS, CES, and CSAT, achieving a 15% increase in First
Contact Resolution rates and a 10% reduction in SLA violations.
● Implement a CRM system to streamline customer interactions, leading to a 30% reduction in
response times and a 25% improvement in tracking customer issues.
● Partnered with marketing to create customer-focused content and guides, increasing
self-service usage by 18%.
Customer Relationship Officer
Sendme Food Technology Limited, Ibadan, Oyo State
May 2022 - December 2022
● Ensure outstanding customer satisfaction by maintaining strong relationships, resulting in a
20% increase in customer satisfaction scores and a 15% rise in referral rates.
● Keep customers updated on the latest products to boost sales, achieving a 25% increase in
product uptake and a 10% growth in average order value.
● Expand the customer base through upselling and cross-selling, leading to a 30% increase in
revenue from existing customers and a 20% boost in customer lifetime value.
● Implement a customer retention strategy, resulting in a 15% decrease in churn rates and a
25% increase in repeat purchases.
Customer Service Representative
iSON Xperiences - Airtel Nigeria, Ibadan, Oyo State
November 2018 - May 2022
● Manage large volumes of inbound and outbound calls efficiently, achieving an average call
handling time reduction of 25% and maintaining a 95% call answer rate.
● Identify customer needs and provide tailored solutions, resulting in a 30% increase in first-call
resolution rates and a 20% improvement in customer satisfaction.
● Seize upselling opportunities during customer interactions, contributing to a 15% increase in
overall sales and a 10% boost in average transaction value.
● Meet personal and team qualitative and quantitative targets, consistently achieving 100% of
KPIs and improving team performance metrics by 20%.
Administrative officer (NYSC)
Ondo State Ministry of Agriculture, Alagbaka, Ondo State
May 2017 - April 2018
● Monitor incoming and outgoing mail, ensuring timely delivery and receipt, resulting in a 30%
reduction in mail processing time and improved package tracking accuracy by 25%.
● Schedule and manage the company calendar, achieving a 95% adherence rate to meeting
schedules and reducing scheduling conflicts by 20%.
● Assist other departments with administrative support, increasing overall departmental
efficiency by 15% and reducing turnaround times for requests by 25%.
● Prepare detailed reports on expenses and budgets, leading to a 20% improvement in budget
accuracy and a 10% reduction in unnecessary expenditures.
VOLUNTEER EXPERIENCE
Community Volunteer
SustyVibes
July 2023 - Present
● Collaborated with a youth-driven organization to promote sustainability and Sustainable
Development Goals (SDGs) among young Africans.
● Engaged in the design and execution of innovative community projects that translated
sustainability concepts into actionable initiatives.
● Supported organizations in developing or enhancing sustainability strategies and
fostering stakeholder engagement.
● Contributed to creating platforms for meaningful youth engagement, empowering
communities to adopt sustainable practices.
Team Lead - People Operations Specialist
Culturelligence, Remote
March 2023 - November 2023
● Manage team tasks to ensure collaboration, resulting in a 20% increase in project completion
rates and a 15% improvement in overall work quality.
● Maintain and submit monthly reports on team tasks to leadership, leading to a 95% accuracy
rate in tracking progress and identifying bottlenecks.
● Organize bi-weekly retrospectives to gather feedback, improving team satisfaction scores by
20% and implementing 10 actionable improvements per quarter.
● Address team blockers proactively, resulting in a 40% reduction in delays and successfully
resolving 90% of issues without escalating to leadership.
EDUCATION
University Of Ibadan, Oyo state
MSc. Employment Relation and Human Resource Management
Olabisi Onabanjo University, Ago-Iwoye, Ogun state
BSc. Cooperative and Rural Development
December 2022 - May 2024
November 2012 - December 2016
CERTIFICATIONS
APF Certified People Ops
Specialist
Agile PeopleOps
Framework™
August 2023
Branding and Customer
Experience
IE Business School
September 2022
Certified Human Resource
Analyst
University of California,
Irvine Division of Continuing
Education
June 2022
Learning and Skill
Development
Centum Learning Limited
March 2022
Customer Service Training
Certificate
iSON Xperiences
November 2018
Proficiency Certificate in
Management
Nigerian Institute of
Management (Chartered)
June 2018
ACHIEVEMENTS
● Implemented strategies that led to a 15% increase in customer satisfaction scores
at Wonder Meets and Tours Limited.
● Honoured as "Employee of the Month" twice for exceptional contributions to
customer experience.
● Developed policies that improved response times by 30% and increased customer
satisfaction ratings by 12%, while reducing escalated issues by 40%.
● Achieved a 25% increase in Net Promoter Score (NPS) and a 20% improvement in
customer retention through strategic enhancements
SKILLS
★ Customer Service Experience
★ Communication and
Interpersonal Skills
★ Problem Solving and
Troubleshooting
★ Empathy and Understanding
Team Collaboration
Adaptability and Learning
Quality Assurance
Customer Relationship
Management (CRM)
★ Multi-Channel Customer
Service
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