OMOTAYO ALADE
Ilorin, Nigeria - +234 - --linkedin.com/in/omotayo-alade
Customer Experience Specialist with 3 years of offshore BPO experience. Expert in frontline customer support
with text, live chat, and email. Skilled in client relations and support, process enhancement, quality assurance,
and performance management with emphasis on rewards and incentive. Proficient in data analysis for insight
generation and data-driven decision-making. Key skills include:
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Customer Service - Chat and email ticketing systems such as Intercom, Zendesk, Jira, Notion, and Trello.
Reporting - Creation of client business review decks with Google Slides and Google Sheets integration.
Google Workspace - Google Docs, Google Sheets, Google Classroom, Google Drive, and Google Slides.
Programming Language - Data processing with SQL and Apps Script within Google Sheets.
Data Analytics - Data entry, dashboard creation, insight generation from data exploration, and analysis
using Google Sheets and Python.
Team Management - Development and administration of incentive and reward systems, quality
assurance, coaching, training, scheduling, and support.
WORK EXPERIENCE
Customer Support Lead - Hugo Technologies, Nigeria
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Built a performance dashboard using Google Sheets that cut business review deck building time by over
50%.
Manage scheduling and time-off requests to ensure adequate staffing.
Evaluate performance to identify training opportunities and develop individualized improvement plans.
Provide support to team members via one-on-one coaching sessions by addressing performance issues.
Collect and analyze data on team performance, including productivity and quality metrics.
Collaborate with colleagues in creating reports and presentations to communicate findings to clients and
management.
Quality Assurance Analyst - Hugo Technologies, NIgeria
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April 2022 - March 2023
Developed a quality assurance framework and scoring system using Google Sheets which was adopted by
the client for their internal team.
Created a ticket prioritization process that reduced the team's first response time by 93%.
Reviewed team escalations to identify trends and training needs.
Liaised between the team and client daily for flags and updates using Slack, Google Meet, and Zoom.
Created and delivered team reports on weekly business reviews with the client and project manager
using Google Sheets and Slides.
Customer Support Specialist - Hugo Technologies, NIgeria
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April 2023 - present
Dec 2020 - March 2022
Triaged and resolved support requests not limited to online orders, pickups, deliveries, scheduling, and
billing discrepancies using Intercom, Jira, Notion, and Trello.
Maintained 96% customer satisfaction score via email and live chat on Intercom.
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Collaborated with internal team members to resolve customer concerns using Slack, Google Meet, and
Zoom.
Handled back office processes such as certificate of insurance, pickup & delivery issues checklist review,
and pre-delivery questionnaire response review.
Managed shifts with real-time inbox monitoring to enforce best practices, and maintain at least 95%
Service Level Agreement hit rate on Intercom.
EDUCATION
Bachelor of Science in Business Administration - University of Ilorin, Nigeria
2018
