Olanrewaju Giwa

• Managed high-volume customer inquiries via email and phone by preparing freight quotations, confirming
pricing, validating order details, and ensuring timely responses, reducing response times by 25% and
improving customer satisfaction by 15%.
• Analyzed support tickets to identify recurring service issues and partnered with operations to resolve root
causes, decreasing complaint volume by 18% and improving client retention by 12%.
• Enhanced order tracking communication by introducing automated status updates, reducing manual follow
ups and saving 8-10 team hours per week.
• Verified pricing, shipment details, delivery requirements, and customer instructions before order release,
minimizing processing errors and ensuring accurate execution.
• Managed order records, monitored shipment progress from order entry through delivery, maintained
accurate documentation, and proactively communicated status updates to customers.
• Processed customer orders from booking through delivery by reviewing rate confirmations, coordinating
dispatch, monitoring shipment progress, and providing proactive order updates, reducing manual follow-ups
and saving 8-10 team hours weekly.

• Coordinated daily schedules for 20+ drivers by optimizing dispatch workflows and communication channels,
achieving 95% on-time deliveries, reducing delays by 20%, and improving customer satisfaction scores by
18%.
• Promoted to Team Lead within five months by consistently exceeding customer service KPIs, improving
operational efficiency by 25%, and maintaining 95%+ on-time delivery performance.
• Prepared freight quotations, confirmed pricing with customers, reviewed rate confirmations, and coordinated
order processing to ensure accurate dispatch and on-time delivery.
• Improved driver compliance by implementing consistent check-ins, performance tracking, and feedback
systems, reducing policy violations and minimizing operational risks and associated costs.
• Maintained accurate order, dispatch, and customer records while supporting reporting and compliance
processes that improved operational visibility and decision-making.
• Owned customer orders from initial inquiry through final delivery by collaborating with dispatch, drivers,
and operations teams to resolve issues and ensure successful order fulfillment.
• Streamlined dispatch workflows by standardizing procedures and communication, reducing turnaround
time, increasing delivery capacity, and supporting business growth targets.

• Delivered multichannel support via phone, email, and chat using CRM tools, achieving 90% satisfaction,
resolving 85% issues on first contact, and reducing response time by 25%.
• Collaborated with cross-functional teams to resolve complex issues using structured tracking systems,
improving resolution turnaround by 30% and increasing customer retention by 18%.
• Improved reporting efficiency by 38% by implementing accurate administrative and financial record
processes, reducing data errors by 20% and saving time in daily reporting tasks.
• Reduced service escalations by proactively educating customers on digital payment processes, increasing
successful transactions and enhancing overall customer experience.
• Maintained accurate records of customer interactions using CRM systems and documentation practices,
ensuring compliance, improving data accessibility, and supporting faster decision-making.
• Streamlined customer support workflows by standardizing processes and communication practices, reducing
handling time, increasing team productivity, and supporting overall service performance targets.

• Delivered front desk operations by managing 200+ monthly guest check-ins and reservations using organized
booking systems, reducing errors by 24%, improving efficiency, and increasing guest satisfaction scores.
• Improved guest satisfaction by 28% through proactive communication and timely issue resolution, enhancing
service quality, increasing repeat bookings by 20%, and generating more positive customer reviews.
• Supported General Manager with confidential reports and administrative tasks by maintaining accurate
records and streamlined processes, saving decision-making time and improving overall operational efficiency.
• Strengthened hotel reputation by delivering empathetic, professional customer service and resolving guest
concerns promptly, increasing repeat stays and contributing to consistent growth in occupancy rates.