Anuoluwapo Ogun Email & Phone Number

Lagos, Nigeria

San Francisco, California

✔ Provide prompt first-line support, achieving a First Contact Resolution (FCR) of under 5 minutes, for customer inquiries regarding digital transactions, investment products, wallet functionalities, and other financial issues, while consistently meeting a productivity target of 75 messages per hour.✔ Actively engage in strategy meetings to improve customer satisfaction and retention, utilizing insights from direct customer interactions to enhance service delivery and regularly uphold a CSAT score of 97% or higher.✔ Engage in product testing for new app releases, offering valuable feedback to improve functionality and usability and sustain a Google Play Store rating of at least 4.5.✔ Work closely with technical and product teams to escalate and resolve complex customer issues, fostering effective communication that enhances the customer journey and ensures seamless product experiences.✔ Consistently maintain an up-to-date understanding of over six product offerings while exceeding performance targets, including quality assurance (QA) scores and product knowledge assessments of at least 95%.

Nigeria

✔ Worked closely with the sales and operations teams, utilizing insights from over 100 customer cold calls to develop five new products/packages. These new offerings addressed recurring customer demands and important client needs, significantly boosting sales performance.✔ Regularly monitor over 100 client records, analyzing purchasing patterns, renewal frequencies, and preferred services to devise and implement effective retention strategies. This results in a sustained monthly Customer Retention Rate (CRR) of at least 80%.✔ Initiated the development of articles and training materials, and led interactive webinars and workshops to optimize the financial decisions customers made for their businesses; leading to an impressive 25% rise in customer engagement and a remarkable 20% improvement in customer satisfaction ratings.✔ Established a loyalty program with special incentives for premium clients which ensured contract renewals and the maintenance of a high profit margin for the organization.✔ Effectively address up to 20 distinct customer issues daily by leveraging insights from diverse customer engagement strategies. This approach fosters persistent customer loyalty reflected in a consistently high monthly Net Promoter Score (NPS) of at least nine (9).

Nigeria

✔ Maintained an average of 20 minutes Turnaround Time (TAT) for non-technical issues and 60 minutes for technical problems. This can depend more on the issue, the severity of the damage to be rectified, and the volume of work needed to fix it.✔ Maintained a monthly Customer Satisfaction Score (CSAT) of 92% - 97% by ensuring all issues handled were resolved with proper feedback/service given/recommendation to customers to help avoid such or related issues moving forward.✔ Successfully resolved issues related to WHMCS, cPanel, webmail, WordPress, DNS, and other web hosting services within SLA, consistently achieving customer feedback ratings of 4 out of 5 or higher. ✔ Proficiently resolved various website errors, including 404, 500, and 503, ensuring optimal website performance and enhancing user satisfaction.✔ Revised and distributed 500+ promotional email marketing campaigns using software like SendGrid to enhance brand awareness and boost sales.✔ Developed 30+ knowledge base articles featuring step-by-step guides for technical actions, troubleshooting tips, and FAQs, resulting in a significant improvement in First Contact Resolution (FCR) time from 65% to 91% within a year.✔ Oversaw the onboarding of new employees by guiding daily tasks, and meticulously reviewing their ticket and chat responses which ensured consistent delivery of positive customer experience 99% of the time.

Nigeria

✔ Consistently maintained an average First Response Time (FRT) of 60 seconds across all engaged chat sessions.✔ Effectively addressed up to 70 general customer complaints and 25 technical requests daily through chats, calls, and tickets, while providing internal actionable recommendations to enhance overall client satisfaction. ✔ Monitored customer experience with products and services, identified key areas for improvement, and implemented product updates that increased customer satisfaction and boosted retention by 17.5%. ✔ Instituted a formidable relationship between customers and the company, utilizing every opportunity to engage customers. This increased the company’s Net Promoter Score (NPS) from 35 to 50 within 3 months. ✔ Updated and enhanced company FAQs monthly based on customer interactions, increasing the self-service resolution rate by 10% and reducing client complaints by an equal margin." ✔ Established strong relationships with high-value clients by providing proactive account management service, resulting in continuous patronage and loyalty. ✔ Developed an automated system for renewal reminder emails, ensuring timely renewals and boosting Monthly Recurring Revenue (MRR) by 12%.

Nigeria

✔ Participated in laboratory experiments, data collection, and analysis of water, air, and microbial samples.✔ Contributed to the development of sludge analysis reports, effluent limitation guidelines, and water quality standards.✔ Performed scientific research and presentations on topics relating to the environment and human health.

Bachelor Of Science - Bs, Zoology (Environmental Toxicology And Conservation), 4.34/5.00

Activities and Societies: ✔ Awardee of the Society for Environmental Toxicology and Pollution Mitigation (SETPOM) 2019 Student Research.

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