Olowojoba Linda Ozofu
Mango Hill
Summary
I am an enthusiastic and dedicated Customer Service/ Administrative Personnel who believes the Customer is King and always right. I am very passionate about providing an outstanding experience on every contact. I possess high-quality case handling skills, a strong attention to detail and well-developed administration skills. I am quick to grasp innovative ideas and able to work independently and collaboratively, with a proactive approach to challenges. I perform effectively even under significant pressure.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Quality Analyst
Otaku Hugotech Company
12.2023 - 01.2025
- Assessed agent-client audio interactions for quality assurance using sentiment analysis.
- Provided actionable feedback to improve data classification and AI training accuracy.
- Collaborated with cross-functional teams to improve process efficiency and model outputs.
Customer Service Representative
Otaku Hugo Technology
06.2020 - 08.2023
- Resolved customer inquiries through phone, email, and chat, ensuring high-quality service delivery.
- Collaborated with team to streamline complaint resolution processes, enhancing customer satisfaction rates.
- Trained new staff on company policies and customer service best practices to improve performance consistency.
- Analyzed customer feedback to identify trends and recommend enhancements for service protocols.
- Made outbound calls.
- Managed transaction workflows to eliminate issues and enhance customer satisfaction.
- Managed customer order requests and addressed associate concerns to enhance customer satisfaction through CRM.
- Led investigation of customer inquiries and complaints, ensuring timely resolution.
- Analyzed customer issues, identified root causes, and implemented corrective actions to enhance customer retention.
- Engaged with team and leadership to maintain high standards of customer service delivery.
- Developed solutions that strengthened customer advocacy initiatives.
- Ensured optimal level of customer service.
- Managed and processed incoming order received by telephone and in written format within set time frames.
- Continuously provided customers with complete, accurate and up to date information.
- Persuaded customers who want to cancel service contract to stay with network.
Legal Practitioner
Keystone Attorneys
01.2018 - 01.2020
- Represented clients in court and drafted key legal documents.
- Conducted legal research, reviewed judgments, and ensured accurate documentation.
Education
Bachelor of Laws (LL.B.) -
University of Calabar
Nigeria01.2015
Call to the Nigerian Bar - undefined
Nigerian Law School
01.2017
Skills
- Excellent rapport building, customer advocacy, high persuasion and negotiation skills, outstanding oral and written communication skills, good customer relations, Professional attitude and presentation, Team spirit, high quality case management and resolution, Computer literacy skills
- Customer focus
- Critical Thinking & Problem Solving
Certification
Customer Service Through chat and Text [LinkedIn]
Customer Service Foundation [LinkedIn]
Talking to Customers [LinkedIn]
Creating Positive Conversations with Challenging Customers [LinkedIn]
Listening to Customers [LinkedIn]
Timeline
Quality Analyst
Otaku Hugotech Company
12.2023 - 01.2025
Customer Service Representative
Otaku Hugo Technology
06.2020 - 08.2023
Legal Practitioner
Keystone Attorneys
01.2018 - 01.2020
Call to the Nigerian Bar - undefined
Nigerian Law School
Bachelor of Laws (LL.B.) -
University of Calabar
Interests
Language and Culture, Health and Nutrition, Artificial Intelligence and Technology, Customer Service and Human Interaction