FUMILOLA ABAJE-WILLIAMS
Oyibi
Summary
Dynamic customer service professional with over 5 years of experience dedicated to improving customer satisfaction and providing exceptional service. Skilled in leadership, human relations, and strong interpersonal communication, combined with analytical abilities to ensure quick resolution of customer issues and foster a positive experience. As a Senior Content Analyst and Subject Matter Expert in Quality at Teleperformance, my extensive background in web page analysis and collaborative team settings has been used to develop effective solutions and reports that identify trends and support company goals. Eager to pursue new leadership roles that help organizational success and enhance team performance.
Overview
8
8
years of professional experience
Work History
Subject Matter Expert In Quality
Teleperformance Ghana
04.2024 - Current
- Perform QA reviews where applicable, FPY reviews.
- Maintain high standards of quality across the business.
- Work closely with the training SME in the creation of refresher training.
- Assist on weekly quarterly reports.
- Assist on developing improvement plans.
- Participate in quarterly meetings. inform the quality team about any changes to the guidelines
- Communicate and keep track of policy/quality changes.
- Update policy and supporting materials with new policy information and or/ quality guidelines.
Senior Content Analyst
Teleperformance Ghana
11.2022 - Current
- Responsible for analyzing online advertising content and business websites.
- Ensure excellent use of spelling and grammar is maintained in all tasks.
- Manage the quality of my work with the clients policies and procedures.
- Manage and complete a set number of tasks per day to meet productivity expectations.
- Support and work with colleagues while building a collaborative working environment.
- Proactively highlight areas of improvement and escalate through the appropriate channels to ensure timely resolution of any issues.
Customer Service Representative (Call Centre Agent)
iSON Xperiences
04.2017 - 10.2022
- Educate and inform customers on products and services available.
- Assist with complaints and concerns by raising tickets and mails to the various technical teams in charge for support.
- Am able to attend to an average of 150-170 customers in a month.
- Also able to assist customers within a handling time period between 130 seconds – 150 seconds
- I have a recent quality score of 99% for internal and external assessment.
- An awardee for raining smiles to a customer twice in the month of May and one in July 2020
- A top 10 performer of the month of April and Quality Queen for the 2nd week in July 2019.
Data Entry
Bethel Methodist Church, Community 8, Tema
11.2016 - 03.2017
- Data entry of members in the church
National Service Personnel (Accounts Department)
Prampram Polyclinic
09.2015 - 08.2016
- Revenue collection at OPD, Pharmacy and currently laboratory
- Working on NHIS Claim forms.
Internal Audit Department
Ghana Ports and Harbours Authority (GPHA)
07.2014 - 08.2014
- Pre – audit and dispatch payment vouchers, assist in bid opening, transactions processing review, salary and overtime analysis and cash takings and lodgement analysis.
Assistant Secretary
Top Car Services
06.2013 - 08.2013
- Take customers through the various products available and put them on schedule.
Accounts Department
Tema Lube Oil Company (TLOC)
06.2012 - 07.2012
- Recording of necessary payments into the payment voucher and filing of documents.
- Record all cheques leaving the organization into their respective book
Education
Data Analytics
Center For Business Analysis
Accra, Greater Accra10-2025
Bachelor of Science - Accounting
University of Professional Studies, Accra
Accra08.2015
West African Senior School Certificate Examination -
Tema Methodist Day Senior High School
Tema05.2011
Skills
- Innovative mindset
- Excellent communication
- Strong analytical skills
- Strategic thinking
- Organizational skills
- Self motivation
- Deep expertise
- Time management
- Teamwork and collaboration
- Team building
- Multitasking Abilities
- Attention to detail
- Proficient in Microsoft Office, specifically Ms Word, Excel and PowerPoint with good communication, interpersonal and organizational skills, filing of VAT, SSNIT and PAYE returns
- Analytical thinking
Timeline
Subject Matter Expert In Quality
Teleperformance Ghana
04.2024 - Current
Senior Content Analyst
Teleperformance Ghana
11.2022 - Current
Customer Service Representative (Call Centre Agent)
iSON Xperiences
04.2017 - 10.2022
Data Entry
Bethel Methodist Church, Community 8, Tema
11.2016 - 03.2017
National Service Personnel (Accounts Department)
Prampram Polyclinic
09.2015 - 08.2016
Internal Audit Department
Ghana Ports and Harbours Authority (GPHA)
07.2014 - 08.2014
Assistant Secretary
Top Car Services
06.2013 - 08.2013
Accounts Department
Tema Lube Oil Company (TLOC)
06.2012 - 07.2012
Data Analytics
Center For Business Analysis
Bachelor of Science - Accounting
University of Professional Studies, Accra
West African Senior School Certificate Examination -
Tema Methodist Day Senior High School
PROJECT/ ACHIEVEMENT/ AWARDS
- Awarded a Good Spirit Certificate in recognition of my dedication, hard work, positive attitude, and excellent performance to the team on 15th September, 2025
- Awarded for raining smiles in May twice in two weeks consecutively and a week in July 2020.
- Top 10 performer for April and Quality Queen for the 2nd Week in July, 2019
- Awarded a certificate for completing a 2-day Seminar in Career Guidance and Personal Investment in November 2014
- Awarded a certificate for participating in the National Audit Board of GHAMSU Workshop and Training Seminar with the theme “Integrity, a true virtue for witnessing Christ today” in July 2014
- Awarded a certificate for participating in the National Audit Board of GHAMSU Workshop and Training Seminar with the theme “Harnessing and Accountability and Integrity for Productive Leadership” in July 2013
- Awarded a certificate for participating in the National Audit Board of GHAMSU Workshop and Training Seminar with the theme “Accountability and Integrity , A true Virtue of An Ambassador For Successful Leadership,” July 2012
- Awarded a certificate for fully participating in The Executive Investment Summit with Merchant Bank Limited and SRC Local NUGS (UPSA,) November 2012
- Awarded Best Student in Information Communication Technology, October 2008
LEADERSHIP EXPERIENCE
- Subject Matter Expert In Quality April, 2024 - Till date
- Chief Fire Office from November, 2023 to November,2024.
- Delegate iSON Xperiences from January 2018 – August 2018
Assisted the supervisor in managing the team such as coaching some team members especially the new ones, providing information on
products and services as well as represent the team in meetings when Supervisor is not available.
- Audit Board Secretary Ghana Methodist Students Union (GHAMSU) from March 2012 – April 2015
Keep proper records and documents of the board.
Audit the accounts of the union as well.
- Committee Member of Women’s Commission Department of Accounting Students Association (DASA) 2014 – 2015
Aid in the organization of programs for the department
INTERESTS
Singing, dancing, listening to music and traveling
REFERENCES
Available upon request