Loveth Ilevbare Oyewo Email & Phone Number

Remote

- I lead and foster the growth of a proficient team consisting of over 20+ exceptionally talented individuals.Key contributions:- Supervision and guidance- Team coordination- Performance management- Communication and Collaboration- Training and development- Team building and motivation- Reporting and documentation

- Model performance evaluation- Quality assessment- Training Support- Audit and review- Content editing and enhancement- Collaboration

- Perform routine Quality Reviews/ analyze metrics for Support Analysts (Email + Chat) on Klaus and Intercom.- Accompany reviews/evaluations with meaningful and constructive feedback to improve performance- Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved- Leverage findings from quality reviews into refinements for Training and Documentation efforts.- Aggregate and prepare relevant business reports (weekly, monthly and quarterly) for digital corporate clients in the US.- Report support team’s performance to higher-ups - Contribute to the team culture in a positive manner - Create strategies to improve support KPIs - Support new hire and ongoing training initiatives in relation to compliance and quality, as needed. - Maintain and develop internal support and messaging quality standards.- Host and participate in calibration sessions to maintain consistency in internal evaluations.- Work with stakeholders across the team to align on new policies, procedures, and initiatives as they impact the quality of team performance.

- Evaluated and prioritized customer inquiries to better serve customers.- Analyzed and summarized customer issues in order to prepare appropriate solutions/clarifications to respond to customers.- Maintained history records and related problem documentation for future reference.- Maintained relationships with other internal departments as well as the client base to improve business performance- Developed and implemented initiatives to improve customer services.- Responded to customer inquiries by directing them to websites, FAQs, and appropriate personnel when needed- Took ownership of customer issues in order to follow-up on outstanding requests and escalate issues when necessary- Maintained internal and external customer databases.- Addressed customers in a professional and respectful manner.- Analyzed customer issues to develop tools and processes to increase customer satisfaction.- Maintained broad knowledge about company’s products and services- Maintained up-to-date knowledge on customer business areas.

Lagos, Lagos State, Nigeria

- Helped customers with order updates, fraud, logistics, online chat, email response, tracking, warranty, and returns support, and data entry (OMS).- Handled an average of 100 calls (outbound and inbound) per day- Provided overflow assistance in placing new customer orders.- Ensured first contact resolution for all complaints and issues relating to customers- Cross-trained and provided assistance to other departments and new hires.- Attracted potential customers by answering product and service questions; suggesting information about other products and services.- Ensured follow-up through emails, SMS, social media, phone or any required means- Recommended potential products or services to management by collecting customer information and analyzing customer needs.- Built sustainable relationships with customers through open and interactive communication by using the right methods/tools to provide accurate, valid, and complete information (Salesforce)- Met personal/team targets, call handling quota, and other Key Performance Indices on a month-on-month basis

Benin City, Edo, Nigeria

- Created and maintained customer accounts by recording account information - Managed over 50 customers per day.- Increased sales by 20% weekly- Onboarded an average of 2 clients daily.- Resolved service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution - Recommended potential products or services to management by collecting customer information and analyzing customer needs - Contributed to team effort by accomplishing related results as needed - Managed large amounts of incoming calls - Generated sales leads - Identified and assessed customers’ needs to achieve satisfaction - Built sustainable relationships of trust through open and interactive communication - Followed communication procedures, guidelines, and policies - Engaged customers by going the extra mile

Ekpoma, Edo State (Nysc)

- Organized work by matching computer orders with specimen labeling; sorting specimens; checking labeling; logging specimens; arranging reports for delivery; keeping work surfaces clean and orderly. - Served as a technical resource by participating in staff training; answering questions of other - Contributed to a safe and secure environment for patients, visitors, physicians, and co-workers by following established standards and procedures; complying with legal regulations. - Maintained patient confidence by keeping laboratory information confidential. - Served and protect the hospital community by adhering to professional standards, hospital policies and procedures, federal, state, and local requirements, and standards. - Enhanced laboratory services and hospital reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Irrua, Edo, Nigeria

- Designed and conducted experiments- Noted novel observations- Collected, interpreted, and recorded data- Wrote reports, reviews, and summaries- Carried out risk assessments- Collected, prepared and/or tested samples

Master Of Science, Microbiology (Immunology And Immunochemistry)

Postgraduate Diploma In Education, Education

Bachelor'S Degree, Microbiology, General, Second Class Upper Division