Olubiyi Ibrahim Enitan
Customer Experience Consultant, Project Manager and Web Developer
Ipaja, Ayobo,Lagos State
Summary
Over 12 years of extensive experience in shipping and logistics, demonstrating a deep understanding of industry intricacies. Proven track record of guiding customers through documentation challenges, fostering loyalty, and ensuring high levels of customer satisfaction. Effective interface between key business stakeholders, including Nigeria Customs, Nigeria Port Authority (NPA), Nigeria Maritime Administration and Safety Agency (NIMASA), Customs Licensed Agencies, shipping companies, logistics, freight forwarding companies, and trade unions. Proficient in identifying and comprehending complex business problems, specializing in crafting tailored solutions for automation using relevant technologies. Results-driven professional leveraging problem-solving skills to overhaul, improve and refine business practices. Strategic thinker with advanced analysis skills. Confidently tackles large scale challenges, prioritising greater organisational efficiency. Astute business leader versed in building high-performing teams. Offers empowering leadership style and commitment to client satisfaction. Persuasive communicator with high-level negotiation skills. Accomplished Senior Consultant offers proven record of superior client relationship management. Works to evaluate business needs and deliver actionable solutions. Excellent command of data analysis and modelling. Takes on challenging new role harnessing interpersonal skills, collaboration and problem-solving. Driven to deliver high-quality service and consistent results. Loyal employee with solid understanding of training and mentoring employees. Dedicated team player, proactive and hands-on in task completion. Energetic employee well-versed in strong communication and organisation skills. Seeks solutions to problems and applies extensive analytical knowledge to findings. Adept at multi-tasking, leading group discussions and managing projects. Committed manager with exceptional leadership, organisational skills and communication abilities leads high-performing cross-functional teams. Leads projects, company operations and business growth.
Overview
15
15
years of professional experience
Work history
Customer Experience Consultant
MAERSK NIGERIA LIMITED
Apapa, Lagos
01.2023 - Current
- Achieved 20% increase in customer acquisition for CY-SD shipments through targeted outreach and strategic onboarding initiatives, expanding market presence and driving revenue growth
- Spearheaded optimization of end-to-end CY-SD shipments, resulting in improved efficiency and reduced transit times, leading to heightened customer satisfaction
- Successfully implemented Service Review initiatives, resulting in enhanced customer experiences and increased loyalty through continuous improvement strategies
- Led the upgrade of vessel manifest systems to meet new government regulations, ensuring seamless operations and regulatory compliance, thus mitigating potential risks and maintaining business continuity
- Effectively managed reefer shipment stock on a weekly basis, implementing turnaround strategies to prevent port congestion and maintain smooth logistics operations, ultimately reducing delays and enhancing overall service reliability
- Successfully transitioned the company to a SaaS platform, ensuring timely compliance with government timelines before vessel berthing, optimizing operational efficiency and regulatory adherence.
- Helped organisations improve customer satisfaction and achieve measurable results.
Customer Experience Agent
MAERSK NIGERIA LIMITED
01.2021 - 01.2022
- Successfully managed and prioritized the portfolio of assigned customers, ensuring personalized and dedicated service delivery
- Cultivated enduring and positive relationships with assigned customers, fostering trust and loyalty, and driving long-term partnerships
- Spearheaded the digitalization of the agency database, enhancing data accessibility and efficiency
- Optimized delivery timelines by diligently following up on overdue containers for all assigned customers, minimizing delays and enhancing operational efficiency.
Acting Counter Team Lead
MAERSK NIGERIA LIMITED
01.2020 - 01.2021
- Consistently achieved on-time cargo releases within agreed timelines
- Successfully resolved all manifest exceptions promptly, ensuring smooth operational process
- Spearheaded the digitalization of the agency database, enhancing data accessibility and efficiency.
Counter Agent
MAERSK NIGERIA LIMITED
APAPA, LAGOS
01.2017 - 01.2019
- Consistently achieved on-time cargo releases within agreed timelines
- Successfully resolved all manifest exceptions promptly, ensuring smooth operational process
- Spearheaded the digitalization of the agency database, enhancing data accessibility and efficiency
- Streamlined the creation of purchase orders, calculations, and payment of NIMASA levy for vessels, achieving adherence to agreed timelines through effective offshore processes
- Effectively managed queries and directives from government agencies, ensuring compliance and mitigating potential issues
- Played a key role in training newly recruited colleagues in manifest processes, contributing to their quick integration into the team
- Collected and uploaded required data from consignees and freight forwarders into a new refund system
- Provided effective workarounds for cargo release and manifest submission during a global cyber-attack, maintaining operational continuity.
Customer Service Executive
01.2014 - 01.2016
- Revolutionized the process by introducing the concept of printing Delivery Orders (DO) from legacy systems, replacing the manual handwritten method
- Implemented a structured process for the handling and archiving of all cargo release documents, enhancing organization and accessibility
- Provided swift resolution to reported cases of exceptions, demonstrating a proactive approach to problem-solving.
Customer Service Executive
01.2013 - 01.2014
- Successfully offshored all manifest processes to colleagues in the organization's processing center, optimizing efficiency and resource allocation
- Delivered significant efficiency gains by coaching colleagues in the service centers, enhancing overall performance
- Developed comprehensive exception handling guides and templates, providing valuable training to local and service center colleagues, ensuring standardized procedures
- Established and deepened a cordial relationship with customs, facilitating the timely electronic transmission of all documentations.
Pre-call/Manifest Officer
MAERSK LINE
APAPA, LAGOS
01.2009 - 01.2011
- Followed up with port of loading/origins to ensure excellent data quality per vessel for all shipment on board
- Ensured all manifest documentations process required for seamless berthing and operations of vessels are ready prior its arrival
- Introduced digital merging and paging of manifest as against the manual practices meet in the organization.
Education
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Skills
- Microsoft Office (Word, Excel, PowerPoint, Access)
- Database Management System
- Programming using PHP, MySQL, Java script
- Web based Application development
- Exceptional writing and communication skills, demonstrated through clear and effective written and verbal communication
- Proficient in records management and archiving, ensuring systematic organization and easy retrieval of information
- Strong persuasive skills, capable of influencing and convincing stakeholders to achieve desired outcomes
- Adept at planning and executing tasks in a timely and organized manner, ensuring efficient workflow
- Demonstrated administrative prowess with strong organizational skills, contributing to streamlined processes
- Cooperative and collaborative team player, fostering a positive and productive working environment
- Analytical mindset, coupled with flexibility and the ability to take independent initiatives to address challenges effectively
- Customer Service
- Business development
- Employee management
- Process Improvement
- High-value project management
- Project budgeting
- Contract management
- Data analysis
- Operations management
- Data integration
- High-level presenting
- Strong leadership skills
- Data collection and analysis
- Transformational leadership
- Business planning
- Commercial Awareness
- Business analysis
- Operations consultancy
- Data migration
- Data analytics
- Change management
- Problem-solving
- Customer-focused
- Leadership
Custom
- Writing articles
- Seeing Movies
- Travelling
- Writing codes in PHP
Work availability
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday
morning
afternoon
evening
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Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
Customer Experience Consultant
MAERSK NIGERIA LIMITED
01.2023 - Current
Customer Experience Agent
MAERSK NIGERIA LIMITED
01.2021 - 01.2022
Acting Counter Team Lead
MAERSK NIGERIA LIMITED
01.2020 - 01.2021
Counter Agent
MAERSK NIGERIA LIMITED
01.2017 - 01.2019
Customer Service Executive
01.2014 - 01.2016
Customer Service Executive
01.2013 - 01.2014
Pre-call/Manifest Officer
MAERSK LINE
01.2009 - 01.2011
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