DOLAPO MARY OJEWALE

Customer Support Specialist

Benin City, NG.

About

Highly empathetic and results-oriented professional with over 3 years of experience in leadership and client-facing roles, currently transitioning into customer support. Leverages a strong foundation in communication, conflict resolution, and problem-solving, honed through teaching and event coordination, to deliver exceptional service and foster positive customer relationships. Passionate about ensuring client satisfaction and driving seamless interactions within dynamic environments.

Work

ACCE10X Training Program

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Customer Support Trainee

Benin City, Edo State, Nigeria

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Summary

Completed intensive customer support training, gaining foundational knowledge and practical skills for effective client interaction and problem resolution.

Highlights

Mastered foundational customer support principles, including advanced communication techniques, effective complaint resolution strategies, and proficiency in digital support tools.

Engaged in live simulations to proficiently handle diverse customer inquiries across call and chat channels, enhancing practical application of support protocols.

Acquired foundational knowledge in UI/UX principles, leveraging insights to proactively identify opportunities for enhancing customer interaction experiences.

Beto Montessori School

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Teacher

Benin City, Edo State, Nigeria

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Summary

Managed and taught classrooms, fostering student growth and maintaining strong relationships with parents through empathetic communication and professional problem-solving.

Highlights

Managed and taught classrooms of up to 25 students, employing clear communication strategies to ensure comprehensive understanding and academic progress.

Resolved over 95% of student concerns and parent feedback cases with professionalism and empathy, fostering positive educational partnerships.

Tailored teaching methodologies to accommodate diverse student personalities and learning styles, enhancing engagement and comprehension for all students.

Maintained meticulous student records and progress reports, ensuring data accuracy and supporting informed decision-making for student development.

Successfully de-escalated and resolved difficult classroom situations, maintaining a calm and professional environment conducive to learning.

GHOLD EVENTS

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Lead Usher

Osun State, Osun State, Nigeria

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Summary

Led and supervised ushering teams for over 30 events, ensuring seamless guest experiences and maintaining high standards of professionalism and customer satisfaction.

Highlights

Successfully led ushering teams for over 30 major events, achieving a record of zero major complaints by optimizing guest flow and conflict resolution.

Directed and mentored ushering teams for diverse events, including weddings, conferences, and corporate functions, ensuring seamless operational execution.

Provided exceptional guest service, swiftly resolving complaints and proactively addressing needs to ensure seamless event experiences for hundreds of attendees.

Developed and implemented training protocols for new ushers, enhancing service delivery and ensuring consistent guest satisfaction across all events.

Consistently performed effectively under high-pressure event conditions, maintaining a calm and friendly demeanor that positively influenced guest and team interactions.

Education

Obafemi Awolowo University (OAU)

Ile-Ife, Osun State, Nigeria
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B.A. Ed English (Language Arts)

Skills

Customer Service & Support

Customer Communication, Complaint Resolution, Digital Support Tools, Inquiry Handling.

Effective Communication

Verbal Communication, Written Communication, Active Listening, Interpersonal Relations.

Conflict Resolution

De-escalation, Problem-Solving, Mediation, Client Satisfaction.

Problem-Solving

Issue Identification, Solution Implementation, Critical Thinking, Troubleshooting.

Email & Phone Etiquette

Professional Correspondence, Call Handling, Customer Interaction, Service Standards.

Team Collaboration

Team Leadership, Mentorship, Cross-functional Collaboration, Team Coordination.

Leadership

Team Management, Supervision, Training & Development, Performance Coaching.

Event Management

Event Coordination, Guest Relations, Logistics Management, Operational Efficiency.

Data Management

Record Keeping, Data Accuracy, Reporting, Information Organization.