Oluwatosin Ogundana | Freelancer Resume

OLUWATOSIN ANITA OGUNDANA I am a dedicated customer support professional with a comprehensive understanding of guiding and coordinating cross-functional teams to ensure the highest customer satisfaction and service excellence standards. As a proficient customer support representative, I exemplify customer-centric values, motivating others to commit to exceptional service and responsiveness. Known for my adept problem-solving skills, I am committed to identifying and implementing effective solutions through thorough analysis and developing customer-centric strategies to achieve organizational objectives. With nearly three years of hands-on experience in customer support, I am excited to apply my expertise to enhance the customer experience and contribute value to your organization. My career objective is centered on consistently applying my skills and knowledge to impact the customer support framework within my organization positively. CORE COMPETENCIES AND SKILLS ❖ Excellent interpersonal communication ❖ Excellent People Management Skills ❖ Customer Centric Attitude ❖ Good Organizational Skills ❖ Active Listener PROFESSIONAL EXPERIENCE Customer Support Representative, LemFi Jun 2025 – Present I provided frontline support by interacting with customers to address inquiries, concerns, and requests related to our products and services. Assisted users in navigating the app, ensuring a smooth experience by troubleshooting and resolving technical and transactional issues. Focused on delivering clear, empathetic, and timely solutions to build trust and maintain customer satisfaction. CORE RESPONSIBILITIES ❖ Responded to customer inquiries, concerns, and requests across multiple channels with professionalism and empathy. ❖ Assisted users in navigating the LemFi app, providing step-by-step guidance to ensure a seamless experience. ❖ Troubleshot and resolved technical and transactional issues in a timely manner. ❖ Escalated complex cases to the appropriate teams while maintaining ownership of the customer’s experience. ❖ Documented customer interactions and feedback to support product improvement and service quality. ❖ Ensured compliance with company policies and industry standards while delivering solutions. ❖ Built trust and loyalty by delivering clear, customer-centric communication and support. Compliance Officer, Raven Bank Jan 2023 – Dec 2024 As a compliance officer, I ensure that the company operates under relevant laws, regulations, and internal policies. My primary duty is establishing and enforcing a compliance program that minimizes risk and promotes ethical conduct within the organization. CORE RESPONSIBILITIES ❖ Award received: Best Team Player of 2023 ❖ Ensure that the organization complies with all relevant laws, regulations, and industry standards by regularly monitoring and interpreting changes in compliance requirements. ❖ Identify, assess, and mitigate compliance risks within the company, taking measures to prevent violations and address issues promptly. ❖ Investigate alleged violations of compliance standards, partnering with relevant departments to conduct thorough reviews and recommend appropriate disciplinary actions or process improvements. ❖ Foster a culture of compliance and ethical behavior throughout the organization by setting an example and promoting awareness and commitment to compliance principles. ❖ Provide guidance and advice to management and employees on compliance matters, addressing questions and concerns related to regulations and policies. Customer Support Representative, Raven Bank Aug 2022 – Dec 2024 As a customer support representative, I interacted with our customers to provide and process information in response to inquiries, concerns, and requests about our products. I was also responsible for resolving possible issues our customers may face while using our app. CORE RESPONSIBILITIES ❖ Resolve complaints, provide appropriate solutions and alternatives, and ensure resolution within a given timeframe. ❖ Provide accurate, valid, and complete information using the approved methods/tools. ❖ Effectively manage calls (incoming and outgoing). ❖ Follow communication procedures, guidelines, and policies. ❖ Record all inquiries and complaints of customers. ❖ Create and manage customer database. ❖ Identified and assessed customers' needs to ensure satisfaction. ❖ Keep records of customer interactions, process customer accounts and file documents. ❖ Ensure all information management systems are constantly updated and accurate. EDUCATION ● UDEMY ACADEMY 2023 Anti-Money Laundering Concepts: AML, KYC and Compliance ● NATIONAL OPEN UNIVERSITY OF LAGOS 2013 – 2018 Bachelor of Management Science, Entrepreneurial and Business Management (Second Class Upper Division) ● COMPREHENSIVE HIGH SCHOOL IJESHA ISU EKITI 2004 – 2011 West Africa School Leaving Certificate Bio data Sex Female Date Of Birth 9th December, 1992 State of Origin Ekiti Marital Status Single Nationality Nigeria Interest Singing and Meeting people. Referees Available on request 136, Prince Ademola, Oniru Estate Victoria Island, Lagos, Nigeria. -.-