Oluwasegun Alagbe

Oluwasegun Alagbe has a wealth of experience in customer service, beginning in 2014 when they were a PTA Teacher at Apata Community Grammar School. In 2015, they served as a NYSC volunteer at the Ministry of Information and Strategy Alausa, Ikeja. In 2016, they became a Customer Service Specialist at Polaris Bank Ltd., and their roles included Holding regular briefings to provide forum for open communication, problem resolution and to ensure daily goals are met, Developing process efficiencies to improve quality, and Ensuring all agents meet or exceeded KPIs such as Average handling Time (AHT) and the bank’s yearly target. In 2019, they became a Senior Customer Support Team Lead at PalmPay, and their roles included Managing Irate Customers whose complaints have exceeded the SLA, Providing accurate and timely communication to all concerned parties on any customer support issue, and Coordinating the activities of the team (remotely and in-office) and ensuring all messages are handled professionally and accurate information is provided to customers. Most recently, in 2021, they became a Customer Success Lead at Kudi, and their roles include Coordinating the Customer Success Team, Setting up a standard process and metrics to evaluate team members, Ensuring professionalism in the team’s approach to managing inbound calls and issue resolution (Quality Assurance), and Identifying training needs and conducting training for new and existing team members to ensure continuous team development.

Oluwasegun Alagbe completed a Bachelor of Arts (B.A.) in English Language and Literature, General from Obafemi Awolowo University between 2010 and 2014. Oluwasegun also obtained a Certificate of Attestation from the National Youth Service Corps (Lagos State) in May 2016. In August 2019, they earned Inbound Marketing and Social Media Strategy Training and Certification from HubSpot Academy. Additionally, they received a Certificate of Meritorious Service from the National Assocaition of Students of English and Literary Studies (OAU) and a Certificate of Recognition from the Nasels Students' Representative Council (NSRC, OAU). Most recently, in February 2021, they obtained Customer Service: Handling Abusive Customers and Customer Service: Problem Solving and Troubleshooting certifications from LinkedIn.