Summary
Overview
Work history
Education
Skills
Additional Information
Languages
Timeline
Generic

ADETOUN ADEFEMIWA

Lagos,Nigeria

Summary

A qualified project manager, and customer experience supervisor with a proven record of success leading all phases of diverse technology projects; proficient in Agile & Prince 2 project management methodologies and skilled with the ability to ensure high-quality deliverables that meet or exceed timeline and budgetary targets. High-performing Contact Centre Supervisor with over 10 years of extensive operational experience in call centre management. Offering expert team leadership, enabling improved productivity, performance standards, and profitability.

Overview

19
19
years of professional experience

Work history

Contact Centre Supervisor

First City Monument Bank, FCMB
08.2022 - Current
  • Service Management and Technology
  • Responsible for supervising the team day to day-to-day activities in providing solutions to customers' queries
  • Monitor the team's performance and ensure all set KPI parameters are always met through statistical and reporting methodologies
  • Responsible for running the team, and centre operational activities
  • Responsible for generating and reporting data for customer experience improvement
  • Oversee the team in delivering excellent service delivery in a professional and timely manner
  • Ensure all set ISO policies of the bank are adhered to and always kept
  • Monitor and close all escalated and logged cases with the back end and designated departments
  • Liaise with other departments/desks to ensure customers' issues are resolved according to the banks' TAT
  • Priorities operation workflow
  • Perform other duties as assigned by the head of the department.

Project Manager

Almond Media Limited
02.2022 - 12.2022
  • Defined and reviewed the project deliverables, as well as their technical and quality strategies, benefits, and their implementation plan
  • Used Hybrid methodologies of PRINCE2 and AGILE SCRUM to deliver the E-commerce project
  • Developed strategies and plans to effectively manage all stakeholders' expectations
  • Breaking down user requirements into useful points that suppliers, developers, and project teams can understand
  • Maintaining Project plans and Risk Management through MS Projects
  • Created Process and Workflow maps using Microsoft Visio and created backlogs on Jira using the acceptance criteria
  • Updated the RAID log to identify, manage, and recommend action to mitigate risk.

OPERATION TEAM LEADER / PROCESS LEAD

ISON Xperiences International
01.2016 - 08.2022
  • MTN NG Process, Delight Solar & Green Africa Airline
  • Accountable for Service delivery
  • The Span of Control includes Inbound, Outbound, and social media platforms
  • Assumed ownership over team productivity and managed workflow to meet or exceed client's expectations
  • Ensures all service offerings, and SLA are met
  • Work closely with clients for operational optimization
  • Identify training needs and train workers in job duties with company policy
  • Analyse, prepare and follow up on Quality Feedback
  • Enhance customers' overall satisfaction with the company's product, services, and customer loyalty to the brand
  • Promotes customer retention and customer life-cycle management through inbound and outbound channels
  • Proficient in the use of Office 365, Microsoft Excel, Word, OneNote, and PowerPoint
  • Proficient in using Customer Management Applications such as Siebel CRM, Agility, CLM, and MINSAT for both prepaid and post-paid consumers
  • Ensure Monthly KPI and set targets are met while complying with company policies and processes
  • Cross-trained and backed up other customer service managers
  • Followed through on all critical inter-departmental escalations to increase customer retention rates
  • Assumed ownership over team productivity and managed workflow to meet or exceed quality service goals.

CUSTOMER SERVICE SUPERVISOR

CNSSL
Lagos
10.2012 - 12.2015
  • Increased customer satisfaction from 27% to 72% within 3 months, providing a superior level of customer service by offering applicable product solutions or suitable alternatives.
  • Implemented customer complaint response strategies, providing rapid and effective follow-up to ensure customer satisfaction.
  • Monitored business and process metrics to measure and manage customer service effectiveness.
  • Trained, led, and motivated a team of 30 customer service representatives to deliver customer service excellence on Product and service.

DIRECT SALES AGENT

First City Monument Bank plc
Lagos
08.2011 - 12.2011
  • Acquired customers for the Bank through the sale and marketing of the bank products and services
  • Document and maintain all records of sales activities and provide updates as per requirement
  • Develop new business prospects
  • Monitor all customer queries and ensure timely response to all issues
  • Create awareness of the bank's financial product
  • Act as an intermediary between the bank and customers
  • Reflected the Bank's core values
  • Update and keep records of existing customers
  • Interact with existing customers to increase sales of the bank's products and services
  • Keeping track of loans obtained by new and existing customers.

SALES REPRESENTATIVE

Dove Care Ltd
Marina
04.2011 - 07.2011
  • Meet prospective buyers, and market products and services
  • Market the company's products and services
  • Drives sales of telecom materials
  • Provide feedback on areas of strength and weakness to the management for onward improvement
  • Ensure the company is always ahead of competitors by identifying training needs
  • Ensure an optimum level of customer satisfaction through various sales calls on telephone
  • Resolved customer concerns promptly to maintain satisfaction
  • Cross-sold complementary products and services to customers
  • Set up appointments with potential and current customers to discuss new products and services
  • Demonstrated products and specific features at customer locations and special events.

ASSISTANCE PROCESS OFFICER

Nigerite Limited
Lagos, Nigeria
01.2009 - 01.2011
  • Measurement of process parameters for everyday production
  • Pressure measurement of pumps and vacuum boxes for daily production
  • Analysis of data and estimation of disc replacement
  • Requisition of raw materials for production use
  • Daily material balance and reconciliation with raw material stores
  • Monthly inventory of material stock and reconciliation with Technical Admin
  • For monthly generation of Production report
  • Daily apportioning of cellulose consumption on each production line
  • Maintain quality standards are met during production
  • Calibration of weighing scale at stipulated intervals of time.

ASSISTANT QUALITY CONTROL ANALYST

Nichem Wax Nig Ltd
Lagos
02.2005 - 06.2005
  • Dye concentration analysis
  • Water analysis
  • Inspect, test, and measure materials and products being manufactured
  • Collect samples as per plans and standards
  • Conduct routine and non-routine tests in line with the recommended standard
  • Achievements:
  • Multiple Award Winner Best performing Team Leader (2016, 2017, 2019).

Education

B.Sc - Industrial Chemistry

ALMOND CAREERS - undefined

2022

Project Management and Business Analysis PRINCE2 and Agile Course - undefined

Adekunle Ajasin University
2008

Skills

  • Customer/client focus
  • Problem solving/Analysis
  • Performance Management
  • Marketing Skills
  • Microsoft Excel, Word, Outlook Efficacy
  • Project Management
  • Process implementation
  • Interpersonal and written communication
  • Product testing
  • Data analysis
  • Client assessment and analysis
  • Data entry
  • Materials preparation
  • Conflict resolution
  • Team liaison
  • Risk management processes and analysis
  • Microsoft Suite, Azure DevOps, Balsamiq, Ms Project, WBS, Trello CRM, Agility, CSP, Avaya, Convox, Freshdesk, Jira, Skyspeed, Infopol, Finance, among others
  • Phone call quality assurance
  • Coaching and mentoring
  • Office 365 proficient
  • Complaint handling
  • Call centre training coordination
  • Call centre workflow planning
  • Call centre staff onboarding
  • Internal call centre training
  • Outbound call productivity monitoring
  • Inbound call assignments
  • Agent performance management
  • Interactive Voice Response (IVR)
  • Confident communicator
  • Complaints resolution
  • Stakeholder relations
  • Excellent customer care
  • Inspiring leadership style
  • Phone call handling
  • Genesys
  • Recruitment and training
  • Call centre rostering duties

Additional Information

  • MTN Star Performer Award. Multiple Award Winner (Reward and Recognition) 2017, 2018, 2019. Multiple Award Best Performing Team. Top Sales\ Process Representative.

Languages

English
Advanced

Timeline

Contact Centre Supervisor

First City Monument Bank, FCMB
08.2022 - Current

Project Manager

Almond Media Limited
02.2022 - 12.2022

OPERATION TEAM LEADER / PROCESS LEAD

ISON Xperiences International
01.2016 - 08.2022

CUSTOMER SERVICE SUPERVISOR

CNSSL
10.2012 - 12.2015

DIRECT SALES AGENT

First City Monument Bank plc
08.2011 - 12.2011

SALES REPRESENTATIVE

Dove Care Ltd
04.2011 - 07.2011

ASSISTANCE PROCESS OFFICER

Nigerite Limited
01.2009 - 01.2011

ASSISTANT QUALITY CONTROL ANALYST

Nichem Wax Nig Ltd
02.2005 - 06.2005

B.Sc - Industrial Chemistry

ALMOND CAREERS - undefined

Project Management and Business Analysis PRINCE2 and Agile Course - undefined

Adekunle Ajasin University

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ADETOUN ADEFEMIWA