1. AKINTOMIDE HANNAH OLUWATOBI
No 18, Okesuna Street, Lafiaji, Lagos Island, Lagos State.
Email Address: anuann777@yahoo.com
Tel: 07088554099, 08164452833
OBJECTIVE: Seeking a challenging position and environment that requires a variety of
responsibilities, dedication and self-motivation with an opportunity for advancement.
Date of Birth : 7th of May, 1980
Sex : Female
State of Origin : Ondo
Local Government : Okitipupa
Nationality : Nigerian
Marital Status : Single
Religion : Christian
Language : English & Yoruba
ACADEMIC PROFILE
DATE INSTITUTION
2003 - 2007 Adekunle Ajasin University, Akungba Akoko, Ondo State.
2000 king Ado High School, Ojogiwa Street, Lagos Island, Lagos State.
1993 - 1998 Aunty Ayo Comprehensive Girl’s Secondary School, keffi Street, S/W
Ikoyi, Lagos State.
1986 – 1992 Edward Blyden Memorial Primary School, Hawley Street, Lafiaji, Lagos
Island, Lagos State.
CERTIFICATE OBTAINED
2009 National Youth Service Corps Certificate.
2008 B.Sc. (Hons.) Chemistry
2003 West Africa Examination Council (WAEC)
2000 National Examination Council (NECO)
1992 Primary School Leaving Certificate
PROFESSIONAL CERTIFICATION, TRAINING / SKILLS ACQUIRED
 QAI Contact Center Certified Quality Analyst
Global Professional certification for Quality Assurance Professional by Quality
Assurance Institute (QAI), Orlando-Florida (U.S.A), August 2014.
 QAI Agent-Plus Certification
Global Professional certification for Frontline Customer Service Professional by
Quality Assurance Institute (QAI), Orlando-Florida (U.S.A), May 2012.
 Foundation course for command center agent certification.
by (contact solution limited and OPASS Limited, October 2009.

2. WORK EXPERIENCE
 CONTACT SOLUTION LIMITED,
ConSol house, , Plot2, Block C ConSol Close, Off Apapa Oshodi Expressway, Ilupeju Industrial
Estate, Oshodi Lagos.
CONTACT CENTRE QUALITY ANALYST: June 2015 – Till date.
Responsibility: Analyze call quality through evaluation and calibration using standard
KPI’s. Supervise and train Call Centre Agent.
CALL CENTRE EXECUTIVE: (Agent) July 2010 – June 2015
PROJECTS: Lagos State Emergency Call Centre (767/112)
Command Centre Head Quarters, Alausa-Ikeja
 Effective handling of motorized Customer Relationship
Management (CRM) software.
 Efficient use of ALTIGEN COMMUNICATION Software (Max
Agent/Max Supervisor, Max insight & Alti-Report).
 Ensuring Exceptional Customer Service via First Call Resolution.
 Originating Performance Monitoring Reports using Call Centre
Metrics (Trend Analysis, Accolades & Enquiries, and Work
Hour).
 Periodic Update of Call Center Reports such as:
 Call Center Status Update Report.
 Study Reports.
 Trend analysis Report for call traffic.
 Hazard Check Report.
 Customer Complaint Report.
 Customer Satisfaction Survey (CSAT)
Report.
In-between this period I worked as an acting team lead for nine months.
 LAGOS WATER COPERATION,
43 saka street, Victoria Island, Lagos state.
RMC SUPERVISOR April 2010 – July 2010
Responsibilities:
 Manage Bill Distributors and plumbers in distribution department.
 Generate revenue from water bill distributed.
 Resolve customer’s complaints and collate monthly report, then send to
headquarter.
 Pay staff salary.
 FEDERAL GOVERNMENT GIRLS COLLGE
IMIRINGI, PMB 65, OGBIA, YENAGOA, BAYELSA STATE.
NYSC member (chemistry teacher): July 2008 – August 2009
Responsibility:
 Teaching chemistry course, setting their exams and grading them accordingly.
SKILLS: Proficient in Ms Word, Excel & PowerPoint.
REFERENCES: Available on request