Moshood Lawal

Customer Service Team Lead
FiberOne Broadband, Lagos[removed] – [removed]
Identified and implemented a process improvement in field service delivery and this resulted in reduced wait time for customer’s complaint resolution. Streamlined customer service workflows, leading to an increase in efficiency and resource allocation.
Mentored and coached 5 team members to achieve promotions and take on additional responsibilities.
We achieved an increase in first call resolution rate through improved problem solving skills.
Customer Service Assistant Team Lead
FiberOne Broadband, Lagos[removed] – [removed]
Provided daily pep talks for team members, fostering collaborative working environment.
Managed customer contact center with 60 support representatives.
Effectively delegate tasks and workload priorities to ensure timely resolution of customers issues.
Effectively communicate with team members, supervisors and other department to ensure seamless service delivery.
Played a key role in onboarding