Toheeb Olagoke

Experience

• 

  Dele Durojaiye & co.

  Jan 2017 - Sept 2018

  Administrative Officer/ Project manager

  *Performed routine clerical and organizational tasks*Led a team in the enumeration exercise of Ogun State land Use and Amenities Charge (Sagamu south LCDA)

• 

  Outcess

  Jan 2018 - May 2019

  Customer Service Representative

  *Making of outbound calls to customers to give offers.*Making of retention calls to churn customers. *Receive customers complaint, and rendering solutions.*Collation of team escalation for resolution*Gives report with the use of Microsoft Dynamic CRM*Telemarketing

• 

  PWAN Group

  Jul 2018 - Apr 2019

  Sales Associate

  *Promote sales of properties through advertisements, open houses, and participation in multiple listing services.*Review property listings, trade journals, and relevant literature, and attend conventions, seminars, and staff and association meetings to remain knowledgeable about real estate markets.*Coordinate appointments to show homes to prospective buyers.*Schedule appointments with prospective customers.*Answer clients' questions regarding construction work, financing, maintenance, repairs, and appraisals.*Advise real estate clients. Show less

• 

  PATRICIA

  Jun 2019 - Jan 2022

  * Designation of daily duties to team members.* Ensure all customers get a timely response by monitoring all channels of communication.* Ensure quality services are rendered to the customers* Provide resolution to team members who escalate complaints from customers.* Collation of daily report from team members and * Handle and effect refunds through automatic deductions for flagged customers* Deal with all customer issues as relates to, banks and statements* Verify transactions to prevent fraud* Serve as a link between team members and other department.* Ensure proper reconciliation of customers account where necessary.* Conflict management in the team.* Gives weekly report in the general meeting. Show less

  • Customer Relationship Management Team Lead

    Sept 2020 - Jan 2022

  • Customer Service Specialist

    Jun 2019 - Sept 2020
• 

  Glover

  Mar 2021 - now

  * Conduct quality audits on Customer interaction to ensure they meet the company’s quality standards.* Carryout Voice of Customer Analysis of Customer’s Feedback and identify areas of improvement for stakeholders.* Analyze Customer Interaction data to identify areas for improvement and provide recommendations for process improvements.* Develop and implement quality control procedures and best practices.* Monitor and report on quality metrics to identify trends and opportunities for improvement.* Collaborate with cross-functional teams to identify and resolve quality issues.* Develop and deliver training programs to improve quality awareness and understanding.* Conduct root cause analysis to identify the cause of quality issues and develop corrective action plan.*Escalate product related glitch observed through evaluation to the product team.* Oversees team key performance indices daily and present organizations’ weekly score card. Show less *Monitoring of communication channels.*Ensure timely response to all customers.*Ensure repeated interaction is reduced to the barest minimum. *Assigning of duties to agents on shift.*Escalate issues with dependencies from other departments to Supervisor.*Resolve escalated complaints which agents are unable to resolve by themselves.*Contact customers that leave bad reviews on shift, also customers who are neither satisfied or dissatisfied. *Call customers with really bad experiences and customers with overdue tickets to placate them and retain them.*Resolve issues forwarded by management and other customer feedback groups. *Proper Team Management.*Assist agents with complaints and provide resources in ensuring a great customer experience.*Ensure agents on shift meet their expected targets.*Carry out first-level poor performance discussions with agents.*Coordinate break and break slots for agents on the shift.*Collate and send report by end of each shift.*Gives weekly report in general meetings.*Escalation to the product team, marketing, payment and other departments and share updates in the team.*Ensure work tools are properly assigned within the shift and report faulty work tools to the Supervisor.*Share feedback based on challenges faced during the shift, also general interaction with agents. Show less

  • Quality Assurance Analyst

    Apr 2022 - now

  • Business Support Team Lead

    Mar 2021 - Apr 2022