Melvin Oni

Dedicated Contact Centre Agent with over 7 years’ experience in E-commerce, Telecoms and Cable services provider. Consistently achieved record-high customer satisfaction and retention, thereby growing the bottom-line figures and turnaround of underperforming operations. As well as experience working in the web, software, Wireless Solutions, and integrated database industry.

Taxpayer Services Agent, Canada Revenue Agency Dec,2022 Till Present

Strategic Customer Service Improvement: Enhanced overall customer service quality at Canada Revenue Agency, leading to a 20% increase in taxpayer satisfaction, by implementing Salesforce CRM for streamlined case management and client interaction tracking.

Efficient Process Optimization: Redesigned taxpayer inquiry processes, reducing response times by 30% using workflow automation tools like Zapier, improving operational efficiency and customer experience.

Data-Driven Decision Making: Utilized Power BI and Excel to analyze taxpayer feedback, driving policy changes that increased first-contact resolution rates by 25%, enhancing overall service delivery.

Innovative Digital Communication Strategies: Spearheaded a digital communication project, increasing engagement with taxpayers by 40% through effective use of email marketing tools like Mailchimp and social media platforms.

Team Leadership and Development: Managed and trained a customer experience team of 50, achieving a 90% team satisfaction rate and increasing staff productivity by 15% using Learning Management Systems for ongoing training.

Customer Experience Manager, D-Tech Centrix U. S.A September 2022 - October 2022

User Experience Optimization: Enhanced user experience for EdTech platform, leading to a 30% increase in user engagement and a 20% rise in course completion rates, by leveraging UX tools like Adobe XD and InVision for interface improvements.

Data-Driven Customer Support Strategies: Implemented a data-driven support strategy using Zendesk and Freshdesk, reducing average resolution time by 25% and increasing customer satisfaction scores by 15%.

Innovative Digital Onboarding Processes: Streamlined digital onboarding for new users, achieving a 40% reduction in user drop-off and enhancing initial user experience, utilizing onboarding tools like UserGuiding and WalkMe.

Effective Customer Feedback Analysis: Utilized SurveyMonkey and NPS tools to analyze customer feedback, leading to a 10% improvement in product offerings and a 15% increase in customer satisfaction rates.

Strategic CRM Implementation: Successfully implemented Salesforce CRM, resulting in a 20% improvement in customer relationship management and a 15% increase in upsell opportunities.

Customer Experience Manager, MultiChoice Oct. 2018 – Aug. 2021

Enhanced Subscriber Engagement: Increased subscriber engagement by 40% at DSTV Nigeria through the implementation of Salesforce CRM, enabling personalized communication strategies and efficient tracking of customer interactions.

Data-Driven Customer Retention Strategies: Utilized Tableau and Excel to analyze subscriber data, resulting in a tailored retention program that reduced churn by 25% and improved customer loyalty.

Innovative Digital Platform Management: Oversaw the transition to a digital-first customer service approach, increasing online interaction by 30% with the integration of Zendesk for support and LiveChat for real-time customer assistance.

Effective Complaint Resolution Mechanism: Streamlined the complaint handling process, reducing resolution time by 20% and increasing customer satisfaction ratings by 15%, facilitated by the use of Freshdesk.

Customer Feedback Analysis for Service Improvement: Employed SurveyMonkey and NPS tools to gather and analyze customer feedback, driving service improvements that led to a 10% increase in overall customer satisfaction.

Leadership in Team Performance and Development: Led a team of 25 customer service representatives, achieving a 90% team satisfaction rate and a 15% increase in performance efficiency through regular training using Learning Management Systems.

Fanshawe College  Ontario College Graduate Certificate program in Human Resources Management in view

Covenant University B.Sc in Sociology 2007- 2011

Chartered Institute of Marketing Award in Customer Experience - United Kingdom 2016 

Chartered Institute of Marketing Award in Integrated Communications - United Kingdom 2018

Chartered Institute of Marketing Award in Marketing - United Kingdom 2018