Olubunmi Patrick

Experience

• 

  Goshen Heights International School

  Jan 2013 - Jul 2014

  House Mistress/Teacher/Secretary

  Impacted the students with knowledge and morals.Ensured the smooth running of daily activities (assembly and inspections).Recorded grades and timely report.Ensured proper running of the weekly debate amongst the students.Managed students in the classroom.Supervised waking up, meals, bedtime and prep.Planned weekend activities for the students

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  ISON Xperiences Ltd - Leading Global CX Management Company

  Dec 2015 - Apr 2021

  Responsible for supervising 1000 customer care agents in the call centre Managed an average of 100,000 calls into the call centre dailyCoordinated with 3 call centres in case of sudden spike in volumesEnsured 100% compliance with operational processes for call centre agentsContributed in the continuous improvement and embedding of RTM strategies, plans, processes, standards in the organizationReported RTA performance snapshots hourly basisUsed data analytics and business intelligence tools to provide performance reportsAchieved 100% resolution of IT related issues by escalating to IT Team Show less

  • RTM Executive (Assistant Work Force Management WFM Executive)

    Dec 2018 - Apr 2021

  • Client Relationship Officer(Enterprise Business Unit)

    Dec 2015 - Dec 2018

  • Customer Care Executive

    Dec 2015 - Mar 2017
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  Ibadan Electricity Distribution Company (IBEDC)

  May 2021 - now

  Customer Care Officer

  Implements call center operational manual.Responds to customer inquiries, requests and complaints in a timely manner.Ensure early resolution of customer enquiries and complaints.Provides resolution assistance and escalates to / liaises with relevant department / unit with IBEDC for support (includes follow-up to ensure resolution in a timely manner).Creates and manages customer log – database to monitor and track all customer issues and resolution.Prepares regular reports to unit lead based on pre-defined KPIs (response time; issue resolution; new accounts, etc.) and suggest improvement recommendations.Executes the day-to-day operations of the unit and oversees call centre operations (ensure timely resolution of customer issues and actively participate in resolution of outstanding issues). Show less