ADEGBUYI OLUSHOLA FOLAKE
Lagos
Summary
A results-oriented marketing leader with over 10 years of experience building and scaling high-performing marketing teams at Pulse Marketing. I specialize in developing and executing comprehensive marketing strategies that drive measurable business growth for our clients.
My expertise includes:
Digital Marketing (SEO, SEM, PPC, Social Media)
Strategic Planning & Budget Management
Campaign Strategy and Execution
Content Strategy & Inbound Marketing
Brand Development & Storytelling
Data Analytics & Performance Measurement
Team Leadership & Mentorship
Overview
17
17
years of professional experience
1
1
Certification
Work History
Director of Pulse Marketing
Ringier Nigeria- Pulse Nigeria
Lagos , lagos
09.2019 - Current
- Increased customer satisfaction and repeat business through relentless pursuit of resolutions to problems arising protecting company reputation and loyal client base.
- Evaluated quality problems and took steps to identify and resolve issues.
- Collaborated with team to define business requirements for organizational processes, achieve productivity standards and adhere to accuracy standards.
- Identified and resolved process issues to encourage smoother procedures, more efficient workflow and overall business growth.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Worked closely with the Human Resources Department on recruitments and to ensure employee retention.
- Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
- Build relationships with customers and managed accounts to drive revenue and profit.
- Provided excellent customer care to maintain and improve customer relations, strengthen loyalty and increase product and service sales.
- Implemented incident management responses, including troubleshooting, root cause analysis and issue resolution.
- Accelerated efficiency of operations by controlling budgets, overseeing customer accounts, managing scheduling and driving efficiency.
- Established operational objectives and work plans and delegated assignments to subordinate managers.
- Established key performance indicators to monitor progress, ensuring alignment with business objectives and strategic goals.
- Managed budget allocations effectively, optimizing resource utilization across multiple departments and projects.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
Director of Operations
Ringier Nigeria
Lagos, Lagos
03.2019 - 09.2019
- Implementation and Coordination of Strategies across all units.
- Maximising the output of all support services.
- Project Management across all Operational units.
- Seeking best practices and knowledge sharing.
- Promoted positive customer experience through day-to-day supervision and management of the post sale teams.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Organized and optimized daily operations of team.
- Boosted team productivity through constant evaluation and strategies.
- Led cross-functional teams to implement strategic initiatives aligned with corporate goals.
- Developed and monitored key performance indicators to drive operational improvements.
- Optimized resource allocation to reduce costs while maintaining service quality.
- Mentored department heads on best practices for operational excellence and team management.
- Spearheaded technology integration projects, enhancing data accuracy and reporting capabilities.
- Oversaw daily operations across multiple departments, ensuring seamless coordination and efficient execution of tasks.
- Monitored budget and utilized operational resources.
- Collaborated with senior management to develop and execute long-term corporate goals and objectives.
Head of Operations
Ringier Nigeria
Lagos, Lagos
11.2016 - 03.2019
- Manage all post-sale executions across all Africa set-ups.
- Implementation and Coordination of Strategies across all units.
- Complete responsibility for all Online Account Management, Campaigns and Deliveries, including assignment, delivery and reporting across Africa.
- Maximising the output of all support services.
- Project Management across all Operational units.
- Seeking best practices and knowledge sharing.
- Establish and maintain the monitoring of customer satisfaction through surveys.
- Working with Senior Sales people to establish up-selling opportunities.
- Manage the graphics and video team to ensure effectiveness.
- Manage Key accounts to ensure ROI.
- Worked with Heads in the development of uniform processes throughout regions.
- Promoted positive customer experience through day-to-day supervision and management of the post sale teams.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Head of Online Account Mgt & Strategy Delivery
Ringier Nigeria- RDM
Lagos
08.2015 - 11.2016
- Primary focus is to manage all RDM post-sale executions
- Complete responsibility for all Digital and Online Account Management, Campaigns and Deliveries, including assignment, delivery and reporting
- Maximising the output of all support services.
- Ownership of Project Management and Reporting Tool SmartSheet
- Seeking best practices and knowledge sharing.
Establish and maintain the monitoring of customer satisfaction
- Managed logistics operations to meet customer expectations and financial standards and policies.
Operations Manager
Ringier Media Nigeria Limited- Ady
Lagos
10.2014 - 08.2015
- Manage the moderation and customer service team to ensure a high degree of quality.
- Convey feedback from team to management and other stakeholders.
- Optimize operations and develop work procedures and tasks together with management.
- Set up reporting structures for team performance and survey performance.
- Quality control of team's approval process.
- Coordinate working schedule for team members.
- Test new technical updates for bugs prior to implementation and report back to management and international technical team.
- Communicate customer feedback from social media to marketing team.
Customer Service Manager
Media 24, OLX Nigeria
Lagos
07.2012 - 09.2014
- Responsible for Customer support, moderation and power seller acquisition.
- Responds to requests for customer service assistance via phone, email, social media (e.g.
- Twitter, Facebook, Blog, etc), online chat or email.
- Support pro-active customer engagements via social media in collaboration with the marketing manager.
- Provide service to help resolve customer concerns or process customer requests.
- Provide training to internal and external users when required.
- Assist the product development team in the testing of new and existing features and functionalities.
- Creates and updates customer support documentation based on end user feedback and also runs reports, analyzes data, and provides necessary feedback (create summary reports, charts, graphs, etc).
- Continually work on ways to improve efficiencies (including recruiting agents and managing their remuneration).
- Oversee and manage a moderation team ensuring top quality listing data.
- Create processes and metrics for moderation.
- Report metrics for customer support, listings and moderation to the country manager on a regular basis.
- Exceeded team goals and collaborated with staff members
to implement customer service initiatives. - Conferred with customers about concerns with products or services to resolve problems and drive sales.
Customer Service Officer
Media 24 Nigeria Limited
Lagos
12.2011 - 06.2012
- Take full responsibility for dealing with relevant customer complaints, queries and requests for information from the initial contact to the resolution.
- Identify and define issues that are being raised by customers with a view to keenly resolving issues within the shortest possible time.
- Carry out the moderation of online Dealfish listings before they become live on the website.
- Carry out routine check on existing listings to ascertain correctness and validity.
- Provide customer support and efficient service delivery to existing and prospective Dealfish West Africa customers.
- Prepare periodic Customer Services activity reports as appropriate.
Call Center Agent
HR Indexx
Lagos, Lagos
09.2011 - 12.2011
- A Call Center Agent at Access Bank Contact Center.
- Responsible for attending to all customer's requests and complaints via inbound telephone, online live chat and e- mails.
- Responsible for monitoring all customers' credit card activities.
- Follow-up of all customers' requests till they are resolved.
- Use of effective questioning and listening skills to ensure effective telephone communication.
- Maintain a professional attitude in dealing with angry or upset customers.
- Building a positive rapport with different types of customers over the phone.
Admin/HR Officer
Roddenberry Nigeria Limited
11.2009 - 08.2011
- Responsible for securing appointments between the Managing Director and Clients, and also perform other official duties such as making reservations, placing orders, answering/returning calls and running errands.
- Deputize for the manager, making decisions and delegating work for others in the Manager's absence, devising and maintaining office systems, including data management, filing.
- Ensure all that is necessary for the smooth running of all operations is provided, through the procurement of supplies and services.
- Involved in carrying out interviews for casual Staffs, and also write memos, ensure compliance of the Company's policy by every member of the Staff.
- Provide guidance and leadership to the junior staff, point out inadequacies, and provide a solution.
- Responsible for all human resources and administrative duties.
- Responsible for effective office management, admin services and logistics activities for the smooth running of the office.
Customer Service Officer
Diverse Concepts Group
07.2008 - 10.2009
- A customer service officer in a real estate firm as well as an Oil and Gas Company.
- I also provided necessary backup for the marketing team.
- Ensured that queries were answered in an ethical and informative way.
- In carrying out my duties I was also able to maintain a position of trust and responsibility by keeping all customer business confidential.
Education
Bachelor of Arts - History and International Relations
Lagos State University
Master of Arts - Marketing & Sales
Rome Business School
Lagos, Nigeria04-2026
Skills
- Problem solving, conflict resolution
- Strategic Planning
- Budgeting & Planning
- Customer Satisfaction
- Leadership
- Project Management
- Quality control
- Assertiveness and proactive
- Operations management
- Data analytic
- Team management
- Partnerships and alliances
- Crisis management
- Analytical thinking
- Conflict resolution
- Risk management
- Business strategy
- Resource allocation
Affiliations
Chartered Institute of Personnel Management (Student Member). § Training on Finance for Non-Finance Executives by Compass Associates Limited. (July 2010). § Basic Principles and Application of Marketing by Market_Space. (April 2011). § Classifieds Customer Service Training in Dubai. (April 2014)
Certification
Fundamentals of Project Planning & Management
Business Development Programme Lagos
Timeline
Director of Pulse Marketing
Ringier Nigeria- Pulse Nigeria
09.2019 - Current
Director of Operations
Ringier Nigeria
03.2019 - 09.2019
Head of Operations
Ringier Nigeria
11.2016 - 03.2019
Head of Online Account Mgt & Strategy Delivery
Ringier Nigeria- RDM
08.2015 - 11.2016
Operations Manager
Ringier Media Nigeria Limited- Ady
10.2014 - 08.2015
Customer Service Manager
Media 24, OLX Nigeria
07.2012 - 09.2014
Customer Service Officer
Media 24 Nigeria Limited
12.2011 - 06.2012
Call Center Agent
HR Indexx
09.2011 - 12.2011
Admin/HR Officer
Roddenberry Nigeria Limited
11.2009 - 08.2011
Customer Service Officer
Diverse Concepts Group
07.2008 - 10.2009
Bachelor of Arts - History and International Relations
Lagos State University
Master of Arts - Marketing & Sales
Rome Business School
Languages
English, Yoruba
Languages
English, Yoruba
Personal Information
Title: Director Of Account Management & Operations
Hobbies and Interests
- PATENTS AND PUBLICATIONS
- Nigeria's debt burden and diplomacy, under General Olusegun
- Obasanjo's regime: A critical analysis.(June 2008)
- INTERESTS AND ACTIVITIES
- Reading, Swimming, Family time
Hobbies
Playing tennis, yoga, swimming