Omotola

OMOTOLA OLUWASEUN OLUFEHINTI
MSc Business Analysis & Consulting • Customer Success & Service Excellence Leader

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PROFESSIONAL SUMMARY
Results-driven customer success professional with 7+ years of progressive experience delivering exceptional
customer experiences across multiple channels. Proven track record of achieving industry-leading satisfaction
metrics, driving customer retention, and building trust-based relationships with diverse stakeholder groups.
Strong analytical skills combined with genuine passion for problem-solving and customer advocacy. Excels in
fast-paced, high-volume environments where exceptional communication and accountability drive measurable
business impact.

CORE COMPETENCIES
Multi-Channel Customer Support (Phone, Email, Chat, Social Media) • First Contact Resolution • Customer
Relationship Management • Problem Solving & Conflict Resolution • Professional Communication •
Ownership & Accountability • Customer Satisfaction Optimization • Process Improvement • Team
Leadership & Collaboration • Quality Assurance • Customer Retention • Performance Analytics • Decision
Making • Business Acumen

PROFESSIONAL EXPERIENCE
Student Finance and Customer Support Officer • City of Portsmouth College
October 2024 – Present

✓ Deliver comprehensive student finance support across multiple channels (phone, email, live chat), providing
clear guidance to 100+ students monthly on complex financial processes, grants, loans, and eligibility
requirements
✓ Achieve 94%+ customer satisfaction ratings through transparent, professional communication and genuine
commitment to supporting students' academic and financial success
✓ Take ownership of student inquiries from initial contact through resolution, consistently resolving 92%+ of
issues at first contact with thorough, well-informed solutions
✓ Investigate complex student queries regarding student finance, funding, and support services; deliver accurate
information and personalized recommendations within 24-hour SLA
✓ Collaborate effectively with college departments (Finance, Registry, Student Services, Admissions) in a busy
environment where every interaction significantly impacts student retention and academic progression
✓ Maintain quality assurance standards with 96%+ accuracy in data entry and compliance with college finance
regulations and student support protocols
✓ Proactively identify and escalate student safeguarding and welfare concerns; provide supportive guidance
during financially challenging situations

Customer Success Head • PMNL Limited UK
November 2021 – September 2024

✓ Led customer success initiatives for 150+ corporate and individual clients, maintaining 96% customer
retention rate and achieving Net Promoter Score (NPS) of 72
✓ Took ownership of complex customer inquiries across all stages—from initial onboarding through account
resolution—ensuring 98%+ resolution accuracy and zero compliance fines
✓ Managed portfolio of 40+ key accounts with average assets under management of £2.5M each; delivered
proactive relationship management resulting in 15% year-on-year account growth
✓ Resolved complex financial, compliance, and operational inquiries by investigating root causes and delivering
tailored solutions; averaged 48-hour turnaround for 95% of cases
✓ Improved customer communication and satisfaction through implementation of new invoicing and reporting
system—reduced invoice delivery time from 5 days to 48 hours, resulting in 23% reduction in inquiry volume
✓ Built and maintained strong relationships with internal departments (Finance, Compliance, Audit, HR) and
external stakeholders; coordinated cross-functional solutions for complex account issues
✓ Maintained financial reporting accuracy with <10% variance between audited and management accounts;
ensured 100% on-time compliance reporting to regulators
✓ Handled escalated customer concerns and complaints; achieved 89% resolution at first contact and maintained
91% satisfaction rating even in sensitive situations

Customer Service Adviser • TM Express Ukraine
November 2017 – September 2021

✓ Delivered exceptional customer support across inbound and outbound channels, consistently handling 40+
customer inquiries daily across phone, email, and live chat platforms
✓ Achieved 93% customer satisfaction rating and 87% first contact resolution rate through thorough
investigation of customer needs and delivery of informed, personalized solutions
✓ Met and exceeded individual performance targets—maintained 95%+ call quality score, 92% SLA adherence,
and average handle time of 4.5 minutes while preserving solution quality
✓ Identified and escalated complex customer issues appropriately; managed complaint resolution process with
84% first-response satisfaction and 90% overall resolution satisfaction
✓ Collaborated effectively with cross-functional teams (logistics, billing, operations) to resolve customer issues;
implemented process improvements that increased efficiency by 18%
✓ Built and maintained strong customer relationships; identified upselling opportunities and contributed to 12%
increase in customer lifetime value through consultative approach
✓ Demonstrated accountability by proactively following up on unresolved cases; reduced customer escalations
to senior management by 31% through improved first-contact resolution
✓ Recognized as top performer in 2019 and 2020; received performance bonuses and additional responsibilities
including mentoring 8 new team members

EDUCATION & PROFESSIONAL AFFILIATIONS
Master of Science in Business Analysis & Consulting • University of Strathclyde, Glasgow, UK (2023)
Master of Science in Finance • State University of Trade and Economics, Ukraine (2018)
Bachelor of Science in Accounting • Afe Babalola University, Ekiti State, Nigeria (2017)
Member, Association of Chartered Accountants (ACA) (2019)