Funmilayo O.
Mid-Level Customer Service Manager
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Olufunmilayo O. is an accomplished Customer Service Manager based in Lagos, Nigeria, with extensive experience in telecommunications and legal services. At Tizeti Network Limited, she led teams as Business Development Lead and Customer Support Lead, driving a 17% increase in client retention, reducing customer response times by 1.5 hours, and optimizing client engagement through targeted feedback and process improvements. Through adept use of CRM tools and data analysis, Olufunmilayo achieved a 55% decrease in issue escalations and grew the customer prospect pool by 20%. Her expertise in process optimization and operational planning consistently improved SLA compliance and service delivery. Olufunmilayo also gained experience in financial analysis and reporting as a Graduate Trainee in the legal sector, offering a well-rounded background in managing both customer service and business operations.
Experience
Business Development Lead
Tizeti Network Limited · 2023 — 2025Organized participation in industry events such as trade shows and networking sessions, helped facilitate client engagement through regular calls and on-site visits to gather product feedback, and managed key client accounts by acting as the main liaison to ensure on-time service delivery.Customer Support Lead
Tizeti Network Limited · 2022 — 2023Directed a team of specialists to provide customer service, integrated CRM tools to enhance support processes, and developed training programs on product knowledge and protocols. Also worked with cross-departmental teams to address recurring customer issues and streamline workflows.Customer Support Associate
Tizeti Network Limited · 2018 — 2022Provided tailored solutions to customer needs, partnered with technical support to address complex cases, and applied the HEARD technique in customer interactions to promote positive experiences.Graduate Trainee
Legal Advice Clinic · 2018 — 2018Reviewed final accounts for multiple companies to identify and resolve discrepancies, prepared reports and financial statements to meet regulatory standards, and analyzed financial risk to provide insights for reducing potential exposure.
Skills & Expertise
Education
- BSc., SociologyCrawford University · — — 2016
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