Customer experience, customer satisfaction, training and development, project management, process re-engineering, employee education management, team building, team collaboration
Martha Otulaja
Training and Develpment Manager
Lagos,Lagos
Summary
Dedicated and team oriented training and development professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Experienced with over 7 years of experience in training and customer service operations. Excellent reputation for resolving problems and improving customer satisfaction. Committed to achieving business objectives by delivering proactive customer service programs and implementing sound organizational development processes, policies and procedures.
Overview
10
10
years of professional experience
6
6
years of post-secondary education
5
5
Certifications
Work History
Training Manager
Courierplus Services Ltd
Ikeja, Lagoa
07.2021 - Current
- Design annual training calendar for onboarding and ongoing training for the entire staff across the nation including the customer support team.
- Managed new employee orientation training process for more than 300 employees each year
- Creates training databases which comprises onboarding & other ongoing training contents & materials for all customer support team including front line and back end staff.
- Designing of ad hoc training calendar for ad hoc roles and out station.
- Coordinated ongoing technical training and personal development classes for staff members.
- Assessed skill gaps for employees in Customer service & service assurance department and developed training courses to meet identified needs.
- Delivered wide variety of courses focused on Customer satisfaction, soft skills and team building topics to enhance communication, team cohesion and group performance.
Training Executive
Courierplus Services Ltd
Ikeja, Lagos
03.2019 - Current
- Design annual training calendar ensuring full completion within targeted timescales.
- Designed and control of annual training budget.
- Designed and developed training sessions.
- Carried out Training Need Assessment for all outstation and home staff.
- Occasional travelling to other states in Nigeria to conduct on site trainings.
- Development of contents for company wide training.
- Managed over 50 employees skill set daily.
- Responsible for creating contents online to facilitate online study for staff and franchise·
- Developed and review instructional training materials both for onsite and online trainees and in-house facilitators.
- Evaluated learning and development activities to ensure transfer of learning and impact on individual and teams.·
- Effective partnering with external facilitators for strategic and senior managerial training for staff.
- Designed and control of annual training budget.
- Designed and develop training sessions.
- Provided Training Need Assessment for all outstation and home staff.
- Ensured the ADDIE model is completed in each training facilitation
- Created contents online to facilitate online study for staff and franchise
- Developed and review instructional training materials both for onsite and online trainees and in-house facilitators I facilitate too when the call arises but this is in the class.
- Designed and manage the training
- Evaluated learning and development activities to ensure transfer of learning and impact on individual and teams.
- Effective partnering with external facilitators for strategic and senior managerial training for staff.
Customer Service and Call Contact Training Officer
Outcess
Lekki, Lagos
07.2015 - 11.2018
- Performed Documentation and maintenance of training records for Customer Service Representatives under training.
- Increased learning support for quality assurance and customer service operations team.
- Collecting relevant information and setting goals accordingly.
- Identifying trainee’s needs and making attainable targets.
- Developing and maintaining training materials including lesson plans, group activities, the method for instructions, presentations, role-plays and assessments.
- Effective management of learning management systems.
- Preparing relevant computer applications and handing outs of the course.
- Arranging training resources and material with other helping tools.
- Hand-on training and call simulations for over 300 contact centre agents.
- Telesales training for over 300 Contact centre agents.
- Resolved problems, improved operations and provided exceptional service to both internal and external customers
Customer Service Representative
Outcess Ltd
Lekki, Lagos
12.2014 - 07.2018
- Managed newly onboarded customers.
- Managed range of 250 - 310 calls per shift.
- Upsold and cross sold all client's products.
- Performed all assigned roles excellently.
- Recommended products to customers, thoroughly explaining details
- Cultivated customer loyalty, promoted repeat customers and improved sales
- Provided primary customer support to internal and external customers
- Collected customer feedback and made process changes to exceed customer satisfaction goals
Education
Bachelor of Science -
Obafemi Awolowo University
Ile-Ife, Osun State 02.2009 - 12.2012
Associate of Science - Local Government Studies
Obafemi Awolowo University
Ile-Ife, Osun State 04.2006 - 09.2008
Skills
People centricity
undefinedAccomplishments
- Certified consultative sales trainer July 2021
- Led leadership and managerial courses in Nigeria, Ghana
- Designed a six month blended learning, performance-based curriculum for customer service and service assurance team
- developed and established internat training team (Training champions) carved from existing functional team.
- Scaled up quarterly sales turn over by 20.8% post-consultative sales training.
- Retained 99.1% of staff who went through PIP by improving their hone skills and catalyze their energy systems.
Certification
Microsoft office
Interests
Timeline
Training Manager
Courierplus Services Ltd
07.2021 - Current
Training Executive
Courierplus Services Ltd
03.2019 - Current
Customer Service and Call Contact Training Officer
Outcess
07.2015 - 11.2018
Customer Service Representative
Outcess Ltd
12.2014 - 07.2018
Bachelor of Science -
Obafemi Awolowo University
02.2009 - 12.2012
Associate of Science - Local Government Studies
Obafemi Awolowo University
04.2006 - 09.2008
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