Oluwabusayo Adeniyi Email & Phone Number

United Kingdom

Manchester Area, United Kingdom

Liverpool, England, United Kingdom

Nigeria

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Africa

Preston, England, United Kingdom

Lagos, Nigeria

• Identified top customer queries and complaints. • Designed sample dialogs, flowcharts, and conversation flows for the identified top customer queries and complaints.• Designed engaging conversation flows with a focus on the company’s brand and chatbot persona towards a fantastic user experience.• Analyzed the conversation journeys and made repairs in the conversation flow to ensure user engagement and optimize user satisfaction.• Tracked the effectiveness of the chatbot in customer service experience as well as the deflection rate of conversations from live agents.• Worked closely with company stakeholders on baselines, strategies, and decision-making for better customer engagement with a focus on customer service.• Involved in the recruitment process (writing and interview stages) of new customer care representatives.

Lagos, Nigeria

• Involved in the recruitment process (writing and interview stages) of new customer care representatives. • Authorize care timely for enrolees at health facilities.• Ensure that enrollees have access to care as at when due.• Resolve issues arising from both enrolees and care providers.• Ensure the wellbeing of enrolees and constantly check-up to ensure there are no issues arising.

Lagos, Nigeria

• Authorize care timely for enrolees at health facilities.• Ensure that enrollees have access to care as at when due.• Resolve issues arising from both enrolees and care providers.• Ensure the wellbeing of enrolees and constantly check-up to ensure there are no issues arising.

United States

Oniru, Lagos, Nigeria

• Overall on-boarding : recruitment, testing and interviewing process, induction trainings, conducting and analyzing exit interviews.• Supervised all the affairs of the company.• Prepared and administered documents such as offer letter, recommendation letter, leave form, requisition form, guarantor verification forms.• On-boarding of new employees.• Payroll management.• Oversaw employee welfare matters including record taking for compensation and benefits administration. • Procurement of all office related requirements subject to approval of presented invoices and provision of necessary funds.• Managed all security details.• Managed all janitorial staff.• Ensured general maintenance of the facility covering cleaning, utilities and generator maintenance.• Managed all logistics functions.

• Assisted in the recruitment process where I screened CVs, sent invites for interview, interviewed applicants, sent interview feedback to candidates and assisted in the preparation of employment offer letters.• Staff audits• Conducted exit interviews• Prepared and filed documents