Bukola Ogunbiyi
Segment/ Product Development Manager /Business Analyst / Sales Expert
Gbagada
Summary
Knowledgeable Segment / Product Development Manager adept at collaborating with team members, other departments and customers to produce relevant, high-quality products that drive company growth. Well-organized and proactive with excellent communication and planning abilities. Ready to offer 9 years of progressive experience.
Overview
10
10
years of professional experience
5
5
years of post-secondary education
Work History
Segment / Product Development Manager/Business Analyst
Union Bank
Lagos
01.2018 - Current
- Distinguished product issues and gathered information on customer experiences.
- Developed insights on marketing campaigns to assess performance against goals.
- Manage and grow the emerging segment customer (below 30 years)
- Provided research and development on products to showcase benefits and retain customers.
- Planned and implemented studies to assess market conditions and evaluated results to enhance marketing campaigns.
- Captured new customers by optimizing business strategies and launching products to diversify offerings.
- Evaluated consumer preferences and behaviors, combined with market trends and historical data, to adjust and enhance
- Liaised with internal and external parties on procurement of new product formulations, international requirements and regulatory changes.
- Enhanced profitability to achieve marketing objectives and drive productivity and growth from concept to implementation.
Head Sales and Service Associate
Union Bank
Lagos
02.2016 - 12.2017
- Managed customer issues and enhanced satisfaction by matching optimal solutions to individual customer needs.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Reviewed and implemented points from regulators and internal audits to improve control and customer service standards.
- Helped generate sales and identified leads.
- Provided accurate answers and solutions to customer concerns, inquiries and complaints.
- Maintained and managed customer files and databases.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Boosted productivity by offering skilled administrative assistance and client support.
- Boosted customer loyalty and improved implementation of solutions by personalizing interactions.
- Resolved concerns with products or services to help with retention and drive sales.
- Escalated incidents to next level to remain compliant with company's standards and procedures.
Customer Service Officer
Union Bank
Lagos
12.2013 - 02.2016
- Promoted company brand and unique offerings through personalized customer service.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Resolved concerns with products or services to help with retention and drive sales.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Communicated with clients regarding account services, statements, and balances.
- Recommended products to customers, thoroughly explaining details.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Contact Center Specialist
Communication Network Support Services Limited
Ilorin
04.2012 - 10.2013
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Leveraged sales expertise to promote products and capitalize on upsell opportunities.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Assisted customers by answering questions and responding to inquiries.
- Attended telephone skills and program information training sessions to boost aptitude.
- Resolved concerns with products or services to help with retention and drive sales.
- Boosted customer service satisfaction ratings through consistent quality control.
- Responded to customer calls and emails to answer questions about products and services.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Engaged in learning and development opportunities to promote continued performance improvement.
Education
Bachelor of Science - Chemical Engineering
Covenant University
10.2005 - 07.2010
Skills
Product development lifecycle
Timeline
Segment / Product Development Manager/Business Analyst
Union Bank
01.2018 - Current
Head Sales and Service Associate
Union Bank
02.2016 - 12.2017
Customer Service Officer
Union Bank
12.2013 - 02.2016
Contact Center Specialist
Communication Network Support Services Limited
04.2012 - 10.2013
Bachelor of Science - Chemical Engineering
Covenant University
10.2005 - 07.2010
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