Customer Service
Olawale Alao
Commercial Business Leader
Lagos
Summary
To achieve a maximum level of efficiency required to deliver set goals and objectives. With focus on excellent business management to drive performance and optimal productivity. Acting as an effective intermediary between management and the functional team to improve engagement and build acceptable culture for the organization, enhancing the overall business objective of profit maximization.
Overview
24
24
years of professional experience
6
6
years of post-secondary education
Work History
VICE PRESIDENT HOME BROAD BAND
AIRTEL NIGERIA
1 2024 - Current
- Driving the overall business including Subscriber Numbers and Revenue for the Home Broadband Business
- Managed financial planning and budgeting processes, ensuring fiscal responsibility and maximizing return on investments.
- Led cross-functional teams for the successful completion of major projects, resulting in increased efficiency and client satisfaction.
- Collaborated with senior management to develop strategic initiatives and long term goals.
- Identified opportunities to improve business process flows and productivity.
- Established a culture of continuous improvement, fostering innovation and driving sustainable growth across the organization.
- Demonstrated proficient leadership skills to motivate employees and build competent teams.
- Cultivated strong relationships with key stakeholders, including customers, vendors, regulators, and community leaders to promote collaboration and long-term success.
- Negotiated high-value contracts that maximized profitability while mitigating risks for the organization.
- Ensured regulatory compliance at all times by implementing robust internal controls systems coupled with proactive monitoring mechanisms.
- Transformed customer experience by designing and executing comprehensive service improvement initiatives aimed at enhancing satisfaction levels.
- Spearheaded organizational restructuring initiatives, streamlining operations and reducing overhead costs.
- Championed talent development programs, promoting employee engagement and retention while enhancing overall workforce capabilities.
- Delivered strong financial performance despite challenging economic conditions by executing prudent risk management strategies throughout all aspects of business operations.
CHIEF COMMERCIAL OFFICER
LUMOS NIGERIA
04.2020 - 12.2023
- Responsible for planning, implementing, and operating the Sales and Marketing strategy and national activities for the Company to deliver the Company's growth, revenue, and profitability targets.
- Designed and executed successful sales and marketing procedures using innovative strategies.
- Adjusted company plan based on customer satisfaction surveys and sales reports to achieve stronger market position.
- Crafted compelling value propositions for products and services, capturing new customers in competitive markets.
- Championed a customer-centric culture within the organization, enhancing overall customer satisfaction levels.
- Negotiated key partnerships with external stakeholders, fostering collaboration and driving mutual success.
- Constructed business case models and identified credible value-based calculations.
CHIEF COMMERCIAL OFFICER
ARNERGY SOLAR LIMITED
12.2019 - 04.2020
- Led efforts to broaden the scope of market segments served by Arnergy, creating marketing flexibility and instilling responsive and timely delivery of Arnergy products and services.
- Designed and executed successful sales and marketing procedures using innovative strategies.
- Adjusted company plan based on customer satisfaction surveys and sales reports to achieve stronger market position.
- Evaluated market trends and competitor analysis to inform data-driven decision making and drive growth.
- Boosted sales revenue by implementing strategic marketing initiatives and cultivating strong client relationships.
- Leveraged and deployed B2B pricing tools.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
COUNTRY DIRECTOR – COMMERCIAL
ZOLA ELECTRIC NIGERIA
10.2018 - 11.2019
- Overseeing the commercial activities of the business in line with the objective of achieving sales, customer satisfaction and top of mind awareness of the Zola brand across the country.
COUNTRY HEAD DIRECT SALES
GREENLIGHT PLANET INC – SUN KING
12.2016 - 09.2018
- Responsible for the set-up of the sales and distribution infrastructure for all products across the country through numerous distribution channels but emphasis on the Direct to retail channel through the 'Pay as you go consumer finance solar business model', ensuring affordability to the end user in a flexible and convenient manner.
ZONAL BUSINESS MANAGER LAGOS INLAND ZONE
AIRTEL NETWORKS NIGERIA
02.2014 - 12.2016
- Driving the growth of Revenue and Customer Market Share in the Zone
- Provide leadership and direction to the Zonal Team in the execution of GTM Excellence strategic initiatives
HEAD, CUSTOMER SERVICE DELIVERY LAGOS REGION
AIRTEL NETWORKS NIGERIA
01.2011 - 01.2014
- Ensure customer satisfaction to the base in Lagos region by deploying a robust customer experience strategy through the different customer interfacing channels in the region – Showrooms, dealer channels and Interactive Voice response.
HEAD CUSTOMER RETENTION AND CHURN MANAGEMENT
AIRTEL NETWORKS NIGERIA
10.2009 - 12.2010
- Develop a customer experience blueprint with well-defined processes to ensure that consistent and pleasurable experience is achieved across all customer touch points or moments of truth.
HEAD CONTACT CENTRE
AIRTEL NETWORKS NIGERIA
02.2009 - 09.2009
- Identify and communicate the vision to which the contact centre aspires
SENIOR SPECIALIST WORKFORCE MANAGEMENT (VMOBILE NIGERIA)
07.2005 - 08.2008
- Coordination of workforce and Management Information Systems activities
SENIOR SPECIALIST WORKFORCE MANAGEMENT (VMOBILE)
07.2005 - 08.2008
- To compile, analyze and distribute statistical and qualitative information relating to the performance and functions of customer care.
MIS ANALYST (ECONET WIRELESS NIGERIA LTD)
01.2003 - 06.2004
- To compile, analyze and distribute statistical and qualitative information relating to the performance and functions of the call centre.
CALL CENTRE SUPERVISOR (ECONET WIRELESS)
11.2001 - 01.2003
- Coordination of 20 call centres agents for optimum performance
CUSTOMER CARE REPRESENTATIVE
CHARTERED BANK PLC
06.2000 - 06.2001
- Daily collection and payments of cash and cheque to and from customers.
- Responded to customer needs through competent customer service and prompt problem-solving.
Education
BSc (Hons) Banking and Finance -
University of Ado Ekiti
01.1995 - 01.1999
SSCE Certificate - undefined
University of Lagos International School Akoka
01.1992 - 01.1994
Skills
Customer Relationship Management
Complaint resolution
Customer communications
Problem-solving skills
Sales closing
Report Preparation
Verbal and written communication
Interpersonal Skills
Performance Improvement
Time Management
Analytical Skills
Training
- Project management training, 06/2008, Lagos Business School
- Call Centre operations managers training, 09/2007, Johannesburg South-Africa
- Strategy and Performance Management training, 04/2007, Lagos
- Balance score card evaluation metrics training, 06/2006, Lagos
- MBTI TRAINING, 07/2005, Lagos
- Genesys application routing and reporting overview course, 04/2005, United Kingdom
- Advanced Call Centre skills and knowledge for new Managers and Supervisors, 12/2004, Nigeria
- Oracle Discoverer training for end users, 12/2003, Nigeria
- Service monitor training on basic workforce management calculations, 11/2003, Nigeria
- Graduate development training, 09/2003, Nigeria
- Call Centre Success – Positive Image of London, 08/2002, Nigeria
References
References are available on request.
Timeline
CHIEF COMMERCIAL OFFICER
LUMOS NIGERIA
04.2020 - 12.2023
CHIEF COMMERCIAL OFFICER
ARNERGY SOLAR LIMITED
12.2019 - 04.2020
COUNTRY DIRECTOR – COMMERCIAL
ZOLA ELECTRIC NIGERIA
10.2018 - 11.2019
COUNTRY HEAD DIRECT SALES
GREENLIGHT PLANET INC – SUN KING
12.2016 - 09.2018
ZONAL BUSINESS MANAGER LAGOS INLAND ZONE
AIRTEL NETWORKS NIGERIA
02.2014 - 12.2016
HEAD, CUSTOMER SERVICE DELIVERY LAGOS REGION
AIRTEL NETWORKS NIGERIA
01.2011 - 01.2014
HEAD CUSTOMER RETENTION AND CHURN MANAGEMENT
AIRTEL NETWORKS NIGERIA
10.2009 - 12.2010
HEAD CONTACT CENTRE
AIRTEL NETWORKS NIGERIA
02.2009 - 09.2009
SENIOR SPECIALIST WORKFORCE MANAGEMENT (VMOBILE NIGERIA)
07.2005 - 08.2008
SENIOR SPECIALIST WORKFORCE MANAGEMENT (VMOBILE)
07.2005 - 08.2008
MIS ANALYST (ECONET WIRELESS NIGERIA LTD)
01.2003 - 06.2004
CALL CENTRE SUPERVISOR (ECONET WIRELESS)
11.2001 - 01.2003
CUSTOMER CARE REPRESENTATIVE
CHARTERED BANK PLC
06.2000 - 06.2001
BSc (Hons) Banking and Finance -
University of Ado Ekiti
01.1995 - 01.1999
SSCE Certificate - undefined
University of Lagos International School Akoka
01.1992 - 01.1994
VICE PRESIDENT HOME BROAD BAND
AIRTEL NIGERIA
1 2024 - Current
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