Oladoyin Naomi Afolabi

Customer Service and Quality Assurance Specialist

Open to offers · Member since 20 Aug 2026

Message

Location: Carapicuíba, Brazil

Desired salary: Unspecified

Work preference: Remote Only

Experience level: Mid

About

Professional summary

I am a Customer Service and Quality Assurance professional with over five years of experience supporting customers, monitoring service quality, and improving operational performance in fast-paced call center environments.

I have managed inbound and outbound customer interactions, resolved inquiries and complaints, maintained accurate customer records, and escalated complex issues to the appropriate teams for timely resolution.

In quality assurance roles, I have evaluated customer-agent interactions for compliance, professionalism, communication quality, and adherence to customer service standards. I use performance insights to identify trends and recommend corrective actions.

I am skilled in data analysis, reporting, performance evaluation, CRM processes, call monitoring, and creating PowerPoint presentations for training and operational reviews.

I bring strong communication, problem-solving, attention to detail, organization, and teamwork skills. I am professional, adaptable, reliable, and able to work effectively under pressure while maintaining a focus on customer satisfaction.

Experience

Career history

Customer Care Representative Call Center / Customer Service Organization

Mar 2021 – Jun 2024

Handled inbound and outbound customer interactions in a fast-paced call center environment, assisting customers with inquiries, complaints, and service-related issues. Provided accurate product and service information while maintaining professional communication standards.

Documented customer interactions, updated customer records, escalated complex issues to appropriate departments, and followed up to support timely resolution. Collaborated with team members to improve service delivery, customer satisfaction, response times, and issue resolution.

Quality Assessor / Quality Assurance Specialist Call Center / Customer Service Organization

Jun 2024 – Apr 2026

Monitored customer-agent interactions to assess compliance with company standards, customer service guidelines, professionalism, communication quality, and customer handling techniques. Prepared quality assurance reports and performance evaluations to support service improvement and account performance decisions.

Analyzed operational and customer service data to identify trends, investigate service issues, and recommend corrective actions. Created PowerPoint presentations for training and reporting, conducted performance feedback sessions, and collaborated with supervisors and management to improve customer satisfaction and operational performance.