ALBERT S. BABATOLA
Analyst, Sales Support
Isolo,LA
Summary
Results-driven business operations professional skilled in process optimization, project management, and data analysis to enhance productivity and operational performance. Proven ability to streamline workflows and implement effective evaluation plans, driving continuous improvement initiatives. Strong leadership and communication skills promote team alignment with organizational goals.
Overview
15
15
years of professional experience
5
5
Certifications
Work History
Analyst, Sales Support
MTN NG
11.2023 - Current
- Analyzed market trends to support strategic decision-making processes.
- Collaborated with cross-functional teams to align project goals and improve outcomes.
- Utilized data visualization tools to present complex information clearly.
- Developed reports to communicate findings and insights effectively.
- Assisted in implementing analytical frameworks and methodologies to streamline data analysis.
- Conducted competitor analysis to inform product development strategies.
- Engaged stakeholders to gather requirements, ensuring data-driven projects met organizational needs.
- Mentored junior analysts on best practices in data analysis and interpretation.
- Implemented strategies for automating organizational processes.
- Identified opportunities for process improvements across the organization.
SPECIALIST, CONSUMER OPERATIONS SUPPORT
MTN NG
Lagos
12.2017 - 09.2023
- I ensured maintenance of operational efficiency by providing support to subscribers (Consumer and Corporate) while maintaining elevated quality control standards in line with minimal operational budget.
- Directed resolution of prepaid and postpaid billing issues by managing quality of billing operations, handling billing complaints, investigating customer complaints and developing solutions to enhance MTNN’s services to customers thus converting Sales targets and adding to revenue and market capture.
- Formulated Strategy for resource allocation by monitoring continuous progress through timely delivery for overall customer satisfaction which enhances NPS of 83%.
- Orchestrated deepdives into 15 product defects to obtain laser-focused user insights, creating solutions for 8 defects through testing of application for enhancements which resulted in 36% upticks in 5-star reviews.
- Coordinated cross-departmental collaboration (Marketing, Network Team, Call Centre, Sales, IT) to resolve product and service efficiency issues, enhancing overall customer experience.
- Monitored and evaluated business problems to develop effective process solutions and system requirements.
- Developed training programs, managed documentation and audits, and facilitated weekly internal meetings with OCAC team members to enhance first call resolution through strong partnerships with senior management.
- Provided insightful coaching within both structured and unstructured environment for overall team performance enhancement.
- Lagos, Nigeria.
Consumer Billing Support Officer
MACTAY CONSULTING
Lagos
01.2016 - 12.2017
- Coordinated document vetting to ensure completeness and accuracy of all documents, managed contract form documentation, assigned credit limits, and lifted suspended lines upon bill settlement, sustaining revenue at 96%.
- Provisioning Request (Migration of customer’s line pre to post vis-a-vis, sim swap, updating customers’ information on database).
- Banking and Account Reconciliation (Giving Value to customer’s payment via CBSS, Making necessary adjustment on customer’s bill when need arises, pulling of weekly, monthly reports).
- Implemented interventions for debt prevention and recovery, generating weekly and monthly reports and ad-hoc reports to enhance customer retention using churn intelligence.
- Lagos, Nigeria
Customer Service Representative
COMMUNICATION NETWORK SUPPORT SERVICES LIMITED
Lagos
01.2011 - 12.2016
- Investigated price, demand, and competition factors for campaign management to inform strategic decisions.
- Executed new sales programs and conducted marketing research to enhance customer engagement.
- Created the solutions after analyzing user feedback solving 92% of user complaints.
- Communicated client’s business requirements by constructing easy-to-understand data and process models for the CAMPAIGN MANAGEMENT MTN NG.
- Facilitated communication between business and technical teams to clarify project requirements and ensure alignment.
- Resolve customer complaints and ensure calls are handled in a professional and prompt manner with an average of 100 Calls/Day with excellent call quality evaluation.
- Contributed to the company’s highest quarterly customer satisfaction rate of 97%.
- Trained entry-level customer service officers to improve their listening skills, communication, and multitasking abilities.
System Help Desk Personnel
Department of Petroleum Resources
Lagos
01.2011 - 12.2011
- Analyzed client’s business requirements and processes through document analysis, interviews, workshops, and workflow analysis creating 76% work efficiency increase.
- Developed business architecture defining scope, processes, alternatives, and risks to align with client needs.
- Completed internship in Lagos, gaining hands-on experience in system support and client interactions.
Education
Bachelor of Science - Computer Science
Olabisi Onabanjo University
Ogun03-2008
High School Diploma -
Olabisi Onabanjo University
Ogun01-2004
Skills
- Data analysis
- Market trend analysis
- Data visualization
- Effective communication
- Report development
- Process automation
- Process enhancement
- Customer relationship management
- Stakeholder engagement
- Project management
- Cross-functional collaboration
- Team leadership
- Mentoring and coaching
- Effective communication
- Strategic thinking
- Performance assessment
- Process enhancement
Short Bio
Results-oriented and data-driven professional with over 7 years of problem-solving, data gathering, analysis, and customer-centric experience. Exceptional strategist with market intelligence in analyzing data, identifying trends, and making data-driven decisions.
Hobbies and Interests
- Youth development while building relationships
- Classical Music
- Research
- Travelling
Trainings And Development
- Data Science for Business Professionals Power-Bi
- SAP Customer Relationship Management (CRM)
- Competitive Marketing Strategies
- Brand Management for Social Media and Wireless Technologies
- Improving Emotional Intelligence Skills
- IT Project Management Essentials
- IT Security for End Users
- Software Defined Networking Fundamentals
- Public Speaking Strategies
- Entrepreneurship, Human Resources and Leadership Training
- Lead to Perform – Inspire to Perform
Major Accomplishments
- Coordinated, implemented & monitored program activities and services for 7 years with a proven track record of above 92% success rate within a faith youth-based organization., 01/01/16
- Directed project correspondences as the President of the QMC Alumni., 01/01/20 - 01/01/22
- Supervised installation, testing, configuration and upgrades at Visafone Nigeria Limited, achieving 85% customer record within 8 months., 01/01/16 - 01/01/17
- Extracted, analyzed, interpreted and reported raw data for digitalization of the National Data Repository at DPR Lagos., 01/01/16
- Spearheaded training of Medical Personnel in Basic Computer Appreciation, reducing hospital expenses by 60%., 01/01/11
- Overhauled office filing system leading to 13% increase in customer engagement at GTBank Oregun., 01/01/09 - 01/01/10
- Achieved consecutive 5 years 'A' level ratings of 99.9% call quality evaluation., 01/01/13 - 01/01/15
Languages
English
Proficient (C2)
C2
Yoruba
Native
Native
Certification
eMarketing-Institute-SEO-Certification_CERT002297657-EMI
Timeline
Analyst, Sales Support
MTN NG
11.2023 - Current
SPECIALIST, CONSUMER OPERATIONS SUPPORT
MTN NG
12.2017 - 09.2023
Consumer Billing Support Officer
MACTAY CONSULTING
01.2016 - 12.2017
Customer Service Representative
COMMUNICATION NETWORK SUPPORT SERVICES LIMITED
01.2011 - 12.2016
System Help Desk Personnel
Department of Petroleum Resources
01.2011 - 12.2011
Bachelor of Science - Computer Science
Olabisi Onabanjo University
High School Diploma -
Olabisi Onabanjo University