OLUSEGUN DARE OMOLOYE

• Customer Service Strategy: Develop and implement customer service strategies aligned with United Capital Plc's goals and objectives and working closely with all Businesses within the group to deliver on CX expectations by identifying opportunities for service improvement, efficiency, and customer-centric initiatives.
• Team Leadership: Responsible for effective and efficient management of CX operational functions; CX strategic implementation and outcomes and general customer service. Foster a positive and customer-focused team culture, promoting professional development and continuous improvement.
• Customer Experience Management: Develop and implement strategies to enhance the overall customer experience, ensuring timely and effective resolution of customer issues and concerns. Establish, maintain, and monitor customer service standards, KPIs, and metrics to measure performance and customer satisfaction. Lead interdepartmental teams and manage the customer interface on major issue management and resolution.
• Process Improvement: Review and optimise customer service processes and procedures to streamline operations, increase efficiency, and improve service quality. Implement best practices and leverage technology solutions to enhance customer service delivery in United Capital plc. Provide support in the implementation at routine operations that impact Customer's Experiences.
• Customer Relationship Management: Build and maintain strong relationships with key customers, understanding their needs, preferences, and expectations. Collaborate with sales and marketing teams to align customer service initiatives with business objectives.
• Customer Insight: Collect and analyse data to create actionable insight identifying customer behaviour, customer needs and then to measure United Capital Plc's responsiveness. Prepare regular reports on customer service performance, including key insights and recommendations.
• Complaint Resolution and Escalation Management: Oversee the handling of customer complaints, issues, and escalations, ensuring timely and appropriate resolution. Implement effective systems and protocols for tracking, documenting, and addressing customer feedback. Lead face-to-face customer meetings for issue resolution.
• Technology and Systems: Stay updated with customer service technologies, tools, and software to improve efficiency and enhance customer interactions through automations and leveraging on AI developments. Evaluate and implement customer service systems and platforms to streamline processes and improve service delivery. To be the product owner for a CRM application to deliver improved customer insight, customer service and sales. To scope requirements, lead the successful implementation and adoption of the CRM across the group, being a customer and technology advocate.
• Sales Enablement: Drive strategic actions and initiatives to ensure our service delivery channels have the processes, tools, and metrics necessary for success. Works closely with business functions across the group.
• Stakeholder Collaboration: Collaborate with internal stakeholders, such as Sales, Marketing, Operations, Technology, Finance, Human Resources, Compliance, Risk, Audit and Product teams, to align customer service initiatives with business strategies. Foster strong relationships and effective communication to ensure customer needs are met.

• Deploy a Customer Experience Team at Launch of UCEE Digital Bank
• Design and implement the CX Framework for UCEE Digital Bank.
• Instill the behavior and culture of customer-centricity within UCEE Digital Bank
• Design and Implement the Customer Support & Complaints Management Framework for UCEE Digital Bank
• Ensure 99.5% availability of support across our customer touch points - (Digital and physical Channels)
• Determine and Implement CX & Customer Support Pillars
•Attain top rating in customer experience and support within the Digital Bank Niche in Nigeria.

• Developed and implemented an overarching customer experience framework for the bank's internal and external customer experience.
• Drove an appropriate level of customer segmentation to deliver personalized and relevant customer touch-points experience.
• Shaped the bank's Customer Experience strategy in a to acquire, convert and retain more engaged and loyal customers, driving ROI and enabling the bank to meet its Customer Experience targets.
• Coordinated events or initiatives aimed at strengthening relationships with existing clients while attracting new business prospects.
• Collaborated with other department managers to align company-wide efforts in delivering exceptional customer experiences.
• Conducted regular performance evaluations, providing constructive feedback and opportunities for growth within the company.
• Boosted overall sales revenue by cross-selling products or services during routine interactions with customers.

• Develop Operational and Technological strategies for an effective digital customer support and outbound center.
• Develop budget commitment and manage budget performances for the contact center year on year.
• Determine the digital contact center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of- the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
• Instate artificial intelligence systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
• Maintaining and improving the contact center operations through performance monitoring of channels and staff.
• Identifying and resolving problems; preparing and completing action plans; ensuring system audits and analyses; managing system and process improvement and quality assurance programs.
• Accomplish contact center human resource objectives by an effective recruitment process achieved in collaboration with Human Resource Team.
• Meet managements financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Prepares quarterly performance, historical and forecasts reports by collecting, analyzing, and summarizing data and trends utilized by management for key decision making.
• Improve the professionalism and technical knowledge of the contact center by tracking global emerging trends in call center operations management and applying the required ones.
• Developing and operating an effective outbound strategy for revenue generation and cost optimization thus, transforming the contact center into a profit center by July 2019.
• Improve virtual sales and telemarketing activities from a profit perspective.
• Manage (Design, deploy, test and review continually) contact center processes in conjunction with other organizational SLAs and OLAs for effective performance of the contact center Customer Experience, Process & Complaint Management Team Lead: Wema Bank Plc.

• Engage all service touch points to ensure compliance with service standards of the bank.
• Develop a customer protection and complaint management framework in compliance with the prime regulator and international standards.
• Ensure bank-wide adoption of the customer protection and complaint management framework.
• Conduct spot checks and onsite assessments of branches and service touch points to identify the level of conformity and gaps in service compliance and standards as well as the customer complaint framework.
• Manage (Design, deploy, test and review continually) service processes, SLAs and OLAs across all units and departments for service metrix performance against service index.
• Design and deploy service audit and measurement standards and metrics.
• Utilizing appropriate service measurement tools to determine and improving organizational Net Promoter Score and other Customer Satisfaction Index.
• Facilitate trainings of staff in service touch points to foster understanding and build conformity and service compliance culture.
• Provide reports and ideas to head customer experience management and head customer service management which should aid development of process strategy for strengthening service and complaint management culture within the bank.

• Managing and overseeing the entire administrative and operational activities of the contact centre from developing strategies, to execution and performance management.
• Develop budget for adequate/effective management of contact centre.
• Consistently reviewing the contact centre working document to determine intended metrics and performance parameters in all operations of the contact centre.
• Develop and manage strategies to transform the contact centre from a perceived cost centre to a profit centre.
• Deliver reports on contact centre performance and achievements to senior management.
• Ensure that the objective of the contact centre which is; providing support to customers though excellent support services to branches and Head Office units and deliver First Call Resolution (FCR)/Satisfactory Query Resolution (SQR) within minimal time frame to customers is always achieved.
• Oversee the scheduling and conduct of training for Agents/supervisors’ coaching & mentoring activities and monitoring agents/supervisors’ development.
• Ensure and measure performance of the contact centre at large by managing metrics/ Service Level Agreement (SLA) adherence and generating individual and team productivity reports.
• Oversee Quality Assurance across all interactions (Call, E-mails, SMS, and Live Chat) for agents to ensure standard is always maintained.
• Ensure that Customer Satisfaction Surveys conducted via the contact centre are done with optimum professionalism and reports provided as appropriate.
• Contact Centre Supervisor: Wema Bank Plc.

• Supervision of daily activities of the Bank’s contact center operation and ensuring that all the contact center activities are performed effectively and optimally.
• Ensure that the objective of the contact centre which is; providing support services to branches and Head Office units and deliver First Call Resolution (FCR)/Satisfactory Query Resolution (SQR) within minimal time frame to customers is always achieved.
• Prepare Shift reports, monthly performance report, service reports, quarterly analysis and other activity reports to aid decision making by contact centre manager and management.
  Prepare contact centre historical reports to determine trends and aid forecasting and decision making.
• Ensure and measure performance of agents and the contact centre at large by managing metrics/ Service Level Agreement (SLA) adherence and generating individual and team productivity reports.
  Perform Quality Assurance across all interactions (Call, E-mails, SMS, and Live Chat) for agents to ensure standard is always maintained.
• Make certain that inbound activities of all operators are within the agreed Service Level Agreement (SLA) of handling interactions.
  Make certain outbound activities/campaigns of all operators are within the agreed Service Level Agreement (SLA) of handling interactions and generate reports as appropriate.

• Supervision of daily activities of the Bank’s call center’s operation and ensuring that all the contact.
• Center activities are performed effectively and optimally.
• Prepare workforce (daily shift and breaks) schedules for contact centre.
• Prepare Shift and other activity reports to aid decision making by contact centre manager.
• Maintain adherence of contact centre performance metrics by individual agents and contact centre.
• Follow up and monitor incoming and already escalated customer issues ensuring that they are resolved satisfactorily within the agreed service level.
• Ensure that the contact center’s input to complaint management process of the bank is always at optimum.

• Responsible for ensuring that the agreed deliverables of my team are achieved with excellent result.
• Follow up and monitor customer issues escalated by my team to ensure that they are resolved properly within the agreed service level.
• Managing the customer care mail box for the bank and ensuring that every customer’s e-mail is treated with maximum confidentiality, prompt acknowledgement and satisfactory resolution.
• Troubleshoot customer queries and provide appropriate resolution using available resources.
• Preparation of team shift reports to be forwarded to line supervisor.

• Attend to inbound calls, proffering assistance to customers who have specific inquiries, requests or complaint and ensure that the reason for customer’s call is met with the highest level of professionalism.
• Provide customers with product and service information and build customer’s interest in the various services and products offered by the company.
• Troubleshoot problems and provide required information using available resources.
• Identify and escalate priority issues and process requests and service applications.
• Strategically identify customer needs for up-selling and cross-selling the bank’s products and services ensuring that customer satisfaction is maintained, and the Bank’s goal achieved.

• Government Day Secondary School, Difa.
• (Yamaltu- Deba LGA.
• Gombe State.).