Oyinkansola Tobun

OYINKANSOLA M. TOBUN LinkedIn: linkedin.com/in/oyinkansola-tobun-ba9663ab PROFESSIONAL SUMMARY Customer Service & Digital Operations Professional with over 10 years of experience delivering high-quality customer support, managing service processes, and improving customer experience across fast-paced environments. Currently working in remote digital operations roles, supporting businesses through Google Business Profile optimization, service visibility, and customer engagement strategies. Proven ability to manage multiple client accounts, meet performance targets, resolve service issues, and collaborate across teams. Passionate about building efficient customer care systems, improving response standards, and driving customer satisfaction and loyalty. WORK EXPERIENCE SEO & Customer Experience Specialist (Remote) 09/2024 – Present Modern Business Marketing & On the Mark Digital • • • • • • • Manage Google Business Profiles (GBP) for multiple clients across different industries Create and optimize GBP Products & Services using BrightLocal-backed keywords Publish GBP Posts to improve local visibility and engagement Support local SEO campaigns through keyword research and competitor analysis Collaborate with SEO managers on service pages, city targeting, and visibility improvements Handle client-facing tasks requiring accuracy, consistency, and brand compliance Ensure profiles meet Google guidelines to avoid suspensions or rejections Customer Service Manager, 02/2023 – 07/2025 JOAT Construction Limited, Lagos. • • • • Led the customer service department, ensuring seamless customer interactions and resolution of service-related issues. Developed and implemented process improvements that enhanced team efficiency and increased customer satisfaction. Provided comprehensive administrative support to senior management, including scheduling, document management, and internal communications for efficient office operations. Coordinated with external vendors and managed corporate events, maintaining accurate records and generating reports to inform management decision-making. Client Support Team Lead (Africa), 06/2021 – 12/2022 E-Global Trade & Finance Group (Forex4u) – Lagos. • • • • Supervised a team of support specialists, achieving a 98% satisfaction rate across African regions. Reduced ticket resolution time by 30% through revamped training and efficient workflows. Improved team performance and reduced complaints by 15% through consistent performance monitoring. Provided support for B2B financial transactions and compliance-related customer inquiries. Team Lead, E-Banking, 03/2019 – 06/2021 Access Bank Contact Center. • • • • Led a team responsible for resolving 95% of complaints within 24 hours. Drove 35% growth in e-banking adoption through customer education programs. Streamlined complaint handling processes, reducing unresolved cases by 40%. Designed and implemented a card and account blocking process, improving first-contact resolution rates. E-Banking Specialist, 12/2017 – 03/2019. Access Bank Contact Center. • • • • Resolved 85% of customer complaints on first contact, enhancing customer satisfaction. Collaborated with IT to produce reports, reducing system downtimes by 10%. Suggested and implemented email time-slotting, improving response times by 30%. Achieved 95% SLA compliance for timely service delivery. Contact Center Inbound Executive, 10/2015 – 12/2017 Access Bank Contact Center. • • • Handled customer inquiries and complaints with a 90% resolution success rate. Logged customer interactions, feedback, and issues into CRM systems for analysis and follow-up. Supported internal teams, ensuring seamless customer service operations. Intern, 01/2014 – 01/2015 Access Bank. Worked in the Settlement and Reconciliation unit, supporting financial operations and account reconciliations. National Youth Service Corps (NYSC), 01/2012 – 12/2012 Ecobank Nigeria Limited. • Provided administrative and customer service support, contributing to operational efficiency. EDUCATION & CERTIFICATIONS M.Sc. Public Administration (2021) University of Lagos B.Sc. Political Science (2010) University of Lagos CERTIFICATIONS: • Salesforce & CRM Professional Certificate (Coursera) Sales and CRM Overview 2025. Lead Management in Salesforce 2025 Management in Salesforce (in Progress) Reports, Dashboards, and Customer Success (in progress) • • • • HR Analytics with Excel 2024 (Udemy) HarvardX: Exercising Leadership (2022) Anti-Bribery & Corruption Training, AML/CFT CIPM (In progress) SKILLS Analytical: Customer insights & analytics, Process optimization, Performance tracking, SLA & KPI reporting. Technical: Salesforce, Siebel CRM, Zendesk, Microsoft Office Suite, Dynamic CRM, Google Cloud, Avaya, Flex cube. Miscellaneous/Soft Skills: Complaint resolution, Conflict resolution, Staff development, Customer needs analysis, Team leadership, Communication, Regulatory compliance. PROJECTS EVENT PLANNING & DECORATION • • • • Lead planner & decorator for wedding and traditional events, including venue styling, vendor coordination, and lighting design. Managed a successful wedding project at RCCG House of Grace & St. Leo Catholic Church, Lagos (Nov 2024). Designed elegant aesthetics using floral arrangements, mood lighting, walkways, and themed table settings. Oversaw budgeting, vendor negotiation, and execution for seamless event delivery.