Joseph Jaiyeola
Strategic Operations & Compliance Consultant
Salary / Daily rate
Tallinn, Estonia
Freelance, open to permanent contract
Can come onsite
Skills
Languages
About me
Intro
Customer Experience Leader & Management Consultant with proven track record leading 25-agent teams and implementing strategies that increased CSAT scores by 20%. Expertise in CRM optimization, process automation, and cross-functional collaboration in fintech/compliance sectors. Ready to transform your customer operations and drive measurable business results.
Work experience
Verification Specialist
Veriff
Jan 2025 - May 2025
5 months
Conduct real-time verification of customer identities and official documents with accuracy and efficiency. • Optimize internal and external documentation to enhance self-service channels and streamline support processes. • Collaborate cross-functionally with product engineering and compliance teams to improve service delivery and automation. • Identify operational bottlenecks and impleme
Customer Service Manager
Mo-Jake Consults
Aug 2023 - Aug 2024
1 year 1 month
- Led a customer support team of 25 agents, ensuring high-quality service delivery and adherence to company policies. - Developed and implemented customer engagement strategies, leading to a 20% increase in customer satisfaction (CSAT) scores. - Streamlined support processes by integrating CRM and automation tools (Zendesk, Salesforce, etc.), reducing response time by Z%. - Trained and mentored service representatives, improving first-contact resolution (FCR) rates and team efficiency. - Managed customer complaint resolution, reducing churn rates and increasing retention.
Relationship Executive
FinTech Legal Center
Jan 2021 - Oct 2022
1 year 10 months
Management Consultant
Mo-Jakes Consults
Feb 2013 - Oct 2022
9 years 9 months
Skills: Teamwork · Team Management
Recruiter
Manpower UK
Nov 2011 - Jan 2013
1 year 3 months
Greater London, England, United Kingdom
Receptionist
South London and Maudsley NHS Foundation Trust
Jun 2011 - May 2012
1 year
Greater London, England, United Kingdom
Sweet Flower (Pharmaceutical) Ltd
May 2009 - Oct 2010
1 year 6 months
Human Resources Manager
Aug 2009 - Oct 2010
1 year 3 months
Business Development Executive
May 2009 - Oct 2009
6 months
Intern
Economic Community of West Africa States (ECOWAS)
Jun 2007 - Oct 2007
5 months
Abuja, Federal Capital Territory, Nigeria
Corporate Services Officer
Fidson Healthcare Plc
May 2006 - Aug 2006
4 months
Skills: Teamwork
Education
United States Institute of Peace
Conflict Analysis
OMNES Education
Master of Science - MS
Highfield Awarding Body for Compliance, UK
Level 2
Kingston University
Msc
Babcock University
Bachelor of Science (B.Sc.)
United States Institute of Peace
Interfaith Conflict Resolution
Estonian Business School
Master of Business Administration - MBA