Stephen Oyewole

Managed high-volume outbound calls, delivering timely and effective support to M-KOPA customers, consistently handling over 80 calls daily.

Provided accurate product information and usage guidance for M-KOPA PAYG devices, resulting in enhanced customer understanding and reduced follow-up inquiries.

Utilized CRM and internal M-KOPA tools to meticulously log cases, track tickets, and update customer details, maintaining high data accuracy for seamless service delivery.

Significantly supported customer retention efforts by effectively encouraging repayment, educating users on service plans, and expertly resolving repayment concerns.

Delivered exceptional customer service through active listening, empathy, and clear communication, contributing to high Customer Satisfaction (CSAT) scores.

Consistently exceeded key performance targets, including CSAT, Quality Assurance (QA) scores, Average Handling Time (AHT), and adherence, demonstrating strong operational efficiency.

Collaborated cross-functionally with team leads and escalation specialists to resolve complex customer cases, improving overall customer satisfaction and issue resolution rates.

Designed and delivered engaging lessons in ICT, Basic Technology, and Physical & Health Education, fully aligned with national curriculum standards, fostering an interactive learning environment.

Conducted practical sessions and demonstrations in ICT and Basic Technology, enhancing students' hands-on skills and conceptual understanding by an estimated 20%.

Educated students on personal health, physical fitness, and safety practices, promoting comprehensive well-being and responsible physical activity.

Assessed student performance through diverse methods (tests, projects, assignments), providing targeted constructive feedback that contributed to measurable academic improvement.

Managed comprehensive grading, record-keeping, and report card preparation for over 100 students, ensuring accurate and timely academic reporting in line with school standards.