Taiwo T.

You should hire Taiwo because he delivers measurable results with minimal supervision. He's not just someone who completes tasks—he optimizes workflows, solves problems, and consistently exceeds metrics (95%+ customer satisfaction, 99.9% uptime, 30% faster response times). As a remote worker, Taiwo is reliable, detail-oriented, and self-directed. He takes ownership of processes, learns new platforms quickly (Salesforce, ServiceNow, CRM systems), and adapts to changing priorities without needing constant check-ins. His background spans CRM management, customer support, workflow automation, and project coordination—the exact skill set Virtual Assistants and Customer Service teams need. What sets him apart: Taiwo doesn't just handle day-to-day work. He identifies inefficiencies, automates repetitive tasks (Excel dashboards, Power Query, SQL queries), mentors team members, and contributes to scaling operations. He's comfortable managing 500+ monthly interactions, coordinating across depart

• Call Agent — Outbound Campaign

  TalentX / EngageX · 2026 — Present
  Conduct outbound calls for international campaigns to educate customers, assess eligibility, and offer guidance throughout the process. Ensure adherence to call scripts and data protection regulations while personalizing communication to suit each customer's needs. Log all call interactions accurately in the CRM system to facilitate effective pipeline tracking and reporting. Strive to meet daily and weekly KPIs while maintaining a balance between call volume and quality assurance.

• Operations Team Lead / Customer Service & Dispatch Coordinator

  I-Engineering · 2025 — Present
  Oversee daily operations for MTN, Airtel, Spectranet, and Swift by managing service level agreements (SLAs), coordinating field dispatch, and resolving incidents in real-time across multiple infrastructure project sites. Develop and manage Power BI dashboards to track response times, SLA compliance, and client satisfaction levels, ensuring operational visibility at the executive level. Drive initiatives to enhance processes, leading to improved customer response times and increased first-contact resolution rates. Supervise a diverse team of engineers, coordinators, and support agents to promote a high-performance culture based on accountability.

• Customer Service & Operations Specialist

  Specific Tools & Techniques Ltd · 2023 — 2025
  Handle a significant volume of monthly support tickets through Salesforce CRM, targeting rapid resolution times and high customer satisfaction ratings. Manage field dispatch coordination, optimizing routes and resource allocation to ensure timely delivery as per SLA requirements. Conduct root-cause analyses on recurring issues, resulting in a significant reduction in repeat service incidents. Create and maintain a detailed knowledge base, contributing to shorter resolution times and track operational KPIs using Excel and Power BI.

• Customer Support Specialist

  Hatfield Consultants Ltd · 2022 — 2023
  Provide initial monitoring and troubleshooting support for network and infrastructure services, achieving high customer satisfaction ratings. Manage communications with clients through various channels, including Microsoft Outlook, phone, and ticketing systems, prioritizing professionalism and efficiency. Maintain comprehensive incident logs and detailed performance reports to ensure regulatory compliance and enhance quality assurance. Schedule field engineers effectively while managing client expectations for service delivery.

• Operations Manager

  Global Transit Company (GTC) · 2017 — 2020
  Manage operational activities on a daily basis, including staff scheduling, customer service operations, and coordination of workflows. Address complex customer complaints and develop retention strategies to boost repeat business. Oversee supply chain processes and inventory controls to optimize operational efficiency while minimizing costs. Enhance dispatch and routing methods to achieve a reduction in operational costs through data-driven scheduling.

• Higher National Diploma in Computer Science

  Yaba College of Technology · — — 2022
• National Diploma in Computer Science

  Yaba College of Technology · 2017 — 2019