AYOMIDE B. OKEOWO

Major Achievements

• Trained and coached a team of 15 operations agents for deployment to a new visa application centre.

• Created a knowledge-sharing initiative among Agents thus reducing average handling time by 20% and improving team collaboration and problem-solving skills.

• Improved customer experience and client satisfaction by 40% through a data-driven approach to identify and resolve common customer complaints.

• Analyzed customer feedback data to identify key service improvement areas and developed a weekly interactive session with the team to assess improvement.

• Developed a dynamic operation process handbook to assist the team satisfy all stakeholders despite constant changing demands of the clients.

• Coached team members who became team leads and supervisors of other teams.

• Improved team optimization through targeted coaching and deployment of emotional intelligence.

Responsibilities

• Work closely with the Manager to develop and execute strategic ideas and plans to ensure the smooth flow of the visa application operation process whilst generating revenue for the company.

• Provide periodical analytical and statistical insights to help the operations team increase productivity and efficiency.

• Ensure strict compliance with security policies, data privacy policies and retention period as it is the core of the organization.

• Coach operations agents to improve their performance and delivery against key service and delivery metrics.

• Inspect the office space, equipment and IT platforms/software and recommend upgrades or repairs.

• Recruitment and training of Operations Agents and Supervisors on operations process, Emergency Response Procedure and intrusion and fire alarm systems.

• Ensure constant functionality of access control, intrusion and fire alarm systems.

• Work with the manager to periodically review the Business Continuity and Disaster Recovery Plans.

• Manage budgets and resources for cost-effective operation processes.

• Conduct daily meetings to communicate updated operation processes and policies from the company's management and client and engage team members to get feedback and suggestions.

• Kept high average of performance evaluations.

• Implementation of client's instructions and policies whilst ensuring customer satisfaction.

• Providing timely legal advice

• Drafting and reviewing of agreements

• Tailored-made freelance writing and research.

• Key member of the firm's litigation team.

• Represented clients in courts and mediation sessions.

• Facilitated out-of-court settlements and compromises.

• Litigated disputes arising from loan recovery, commercial transactions,labour matters and bank's funding of projects including public-private partnerships.

• Ensured enforcement of judgments particularly through Garnishee proceedings.

• Conducted due diligence on properties proposed to be used as collateral by potential customers.

• Interpreted laws and rulings/judgments to enable the bank's management to make informed decisions.

• Undertook research and drafted legal documents, court processes and legal correspondence.

• Provided timely company secretarial and legal advisory services to clients.

• Conducted searches on title documents at the Lands Registry, Alausa - Ikeja, Lagos and Federal Lands Registry, Ikoyi, Lagos

• Supervised interns.

• Attended board meetings in the capacity of a company secretary, drafted minutes and follow-up on board decisions.

• Collaborated with corporate clients to develop tailored legal strategies.

• Registered companies, business names and incorporated trustees and filings at the Corporate Affairs Commission.

• Drafted legal documents, court processes, letters, and agreements.

• Represented clients in courts and assisted in handling trials.

• Attended meetings with clients.

• Assisted with the registration of business names and incorporated trustees at the Corporate Affairs Commission.

• Undertook research.

• Reviewed agreements and other legal documents.