Software Quality Customer Service

Olamide Alabi

Detroit, MI ***** +1-313-***-**** **********@*****.***

PROFESSIONAL SUMMARY

Engineer experienced in people operations, leadership, and software quality. Looking for a full-time job. SKILLS

Soft Skills: Leadership, mentoring, client relations, presentations, cross-functional collaboration, problem-solving, project management, training, administrative office duties Technical Skills: Data analysis, debugging, technical writing, ethnography, wastewater treatment, steel Software: Microsoft Office (Word, Excel, PowerPoint, Publisher), Google Workspace, Aspen HYSYS WORK EXPERIENCE

Team Lead, Cognizant Jul 2023 – Feb 2025

• Managed a vendor team of 18 agents across 54 workflows to enhance software quality in autonomous vehicle systems.

• Managed agents, timesheets, PTO, and managed client reporting through detailed data analysis and reporting, presentations timely escalations.

• Led team training and upskilling initiatives, improving quality rates from 80% to 95% within six months through mentoring and process optimization. Trainer, Cognizant Sep 2022 – Jul 2023

• Developed detailed lesson plan for new hires and led root cause analysis to improve accuracy rates from 69% to 99.05% within 3 months.

EngOps Senior Operations Associate, Akorbi Apr 2021 – Sep 2022

• Triaged software fallback cases by analyzing plots, error messages, log files, and stack traces.

• Became a subject matter expert in less than a year and created detailed job aids for the team. Payoff Specialist, Aerotek Oct 2020 – Apr 2021

• Handled incoming and outgoing calls to obtain payoff documents from creditors for mortgage clients and accurately entered the data.

• Cross-skilled in employment verification to assist with the verification workflow. Search Quality Rater, Sykes Apr 2020 – Apr 2021

• Evaluated the user experience of search engine results.

• Provided fast and accurate rating for timed tasks, with some tasks that must be completed within one minute.

Digital Imaging Specialist, Wayne State Financial Aid Office Work Study. Sep 2016 – Apr 2020

• Assisted students that visited the office, mailed, or emailed their documents through Salesforce and Cherwell.

• Created detailed job aids and process maps for training staff.

• Interviewed potential candidates and trained new staff. EDUCATION

Wayne State University Detroit, MI

Bachelor of Science in Chemical Engineering, Apr 2020 Bachelor of Arts in Anthropology, Apr 2020

Wayne State Department of Industrial & Systems Engineering

- Certificate of course completion of Lean Six Sigma DMAIC Methodology at Green Belt Level

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