Ronke Adesina
Lagos ,Nigeria
Summary
A Service Innovator that thrive on identifying opportunities for differentiation and innovation, ensuring sustained success in dynamic markets where competitors offer similar products and utilize identical software. A seasoned professional with over a decade of experience in financial services and consulting, dedicated to driving organisational success through innovative strategies that prioritize customer fulfilment while recognising the critical role of customer satisfaction in determining a company's industry leadership and global competiveness.
Overview
17
17
years of professional experience
8
8
years of post-secondary education
Work History
Manager, Stakeholders Relationship Management
Nigerian Economic Summit Group
Lagos , Nigeria
04.2022 - 03.2025
- Sustainable Growth: Spearheaded the achievement of long-term financial sustainability by identifying, securing, and maintaining diverse funding sources for the organization. This includes fostering strategic partnerships, exploring innovative revenue streams, and strengthening existing funding relationships to ensure financial resilience
- Satisfaction Measurement: Designed and implemented a stakeholder satisfaction metric, known as the Impact Score, to systematically evaluate the effectiveness of Policy Commissions in advancing organizational objectives. This framework measures stakeholder engagement, the impact of policy recommendations, and the overall contribution of Policy Commissions to national and sectoral development by leveraging qualitative and quantitative data, the Impact Score provides valuable insights to refine strategies, enhance collaboration, and ensure that policy interventions align with the organization's mission and goals
- Engagement plan: Designed and implemented a comprehensive engagement strategy for both existing and prospective members of the organisation. Additionally, a post-engagement plan was developed for sponsors to gather feedback and enhance the relationship between both organizations
- Product and Business Development: Led the initiation and implementation of an exclusive membership category to establish a financially sustainable ecosystem
- Dialogue and Discussions: Successfully organised and facilitated high-level policy reform discussions and dialogues aimed at improving Nigeria's business environment. These engagements brought together key stakeholders, including government representatives, industry leaders, and policymakers, to address critical challenges, propose strategic policy interventions, and drive reforms that enhance economic growth and business competitiveness
- Cross-Functional Collaboration: Facilitated seamless collaboration and communication across multiple departments within the organization, as well as with key business stakeholders and the NESG by fostering a culture of synergy and shared goals, this initiative enhanced innovation, streamlined operations, and improved the efficiency of policy development and implementation
Group Head, Service Experience Management
Nova Merchant Bank Limited
Lagos , Nigeria
01.2021 - 03.2022
- Telemarketing: Successfully set up a telemarketing desk to generate income by managing existing clients and qualifying leads generated through the different touch points e.g digital platform, contact us portal and chat service
- Customer Loyalty: Successfully managed existing relationships to generate a minimum of N200,000,000.00 monthly from existing relationships
- Client Acquisition: Identified target markets, and utilized smart client acquisition techniques to attract prospects and convert them to clients
- Customer Retention: Initiated and implemented customer retention and loyalty strategies to reduce churn rate within the group
- Process improvement: Reviewed and updated the standard operating procedures to reduce the turnaround time, and improve service delivery and process efficiency
- System Optimization: Initiated automation requirements and championed the implementation of requirements to reduce customer effort while using the client portal and reduce the processing time at the back end
- Client Engagement: Identified the need for an e-commerce platform, email marketing platform and a telemarketing desk.Successfully championed implementing these projects to improve customer engagement, and customer experience at onboarding and increase AUM using client retention strategies
- Fintech Partnership: Initiated strategies for client acquisition through Fintech partnership and digital platform. Completed a partnership with a Fintech company and imitated a staff referral structure for the businesses
- Customer Satisfaction Measurement: Established metrics and Key Performance Indicators (KPIs) to monitor the performance of each business, conducting regular analysis to identify areas for improvement. Improved the NPS score of the business from -3 to +19 for Asset Management and -16 to +10 for Securities and the Bank from - 25 to +3
- Business Analysis: Identified and analysed risk associated with business collaborations such as third-party integration, and software management. Implemented strategies to mitigate potential threats
- B2B Engagement: Involved with internal and external stakeholders, including investors, partners, and regulators, to ensure alignment with the company's objectives
Head, Customer Engagement and Channel Management
Asset & Resource Management Company
Lagos , Nigeria
03.2008 - 01.2021
- Customer Satisfaction Score: Achieved NPS (Net promoter score) of +13 from -24, CSAT (Customer Satisfaction Score) score of 85% across all touch points and reduced the customer effort by 30 % from existing 70%
- Project Management: Successfully led and executed a comprehensive Customer Experience Transformation Project across six (6) businesses within the firm, enhancing service delivery, client satisfaction, and operational efficiency
- Additionally, spearheaded the Document Warehousing Project focused on digitalization, ensuring its completion six weeks ahead of schedule through effective planning, resource allocation, and team coordination
- Assets Under Management (AUM) Growth: Spearheaded the restructuring of the call center team to drive Funds Under Management (FUM) growth, establishing a dedicated telemarketing unit focused on three key areas: prospect conversion, account reactivation, and cross-selling of financial products
- Through targeted outreach and strategic engagement, the initiative successfully generated ₦825 million in new investments and onboarded 677 converted clients within the first four months of implementation
- Process Improvement & Optimization: Led a comprehensive process re-alignment initiative, integrating streamlined systems to enhance operational efficiency and accuracy. The transformation resulted in a significant reduction in error rates from 40% to 5%, minimizing inconsistencies and improving service delivery. Additionally, optimized workflows within the Customer Experience (CX) team, successfully reducing turnaround time by 50%
- Complaint Management: Lowered client complaints from 38.2% to 10.1%. Successfully won back 96% of dissatisfied customers and generated repeated businesses from 91 % of the total number of dissatisfied client referrals from 68% of the total number
- CEO Commendation: Consistently delivered exceptional service and exceeded client expectations, resulting in multiple commendation emails from satisfied clients to the CEO within the first six months of employment
- Team Development: Designed and implemented strategic talent development initiatives to build a high-performing team equipped to drive the company’s growth and long-term success. This involved identifying skill gaps, providing targeted training programs, fostering a culture of continuous learning, and implementing mentorship opportunities by enhancing team capabilities and engagement, these efforts contributed to improved productivity, innovation, and overall organizational effectiveness
- Change Management: Spearheaded change management initiatives to drive seamless organizational transformation, ensuring smooth adaptation to new software systems by developing and executing structured transition plans, engaging stakeholders through clear communication, providing training programs to enhance workforce adaptability, and mitigating resistance to change.
Team Lead, Subscription Executive
Business Day Media
Lagos , Nigeria
10.2007 - 03.2008
- Enhanced Sales and Marketing Expertise: Developed strong marketing skills that significantly contributed to increasing product sales, improving customer engagement, and driving brand awareness
- Leadership and Team Management: Successfully led and mentored a team of six individuals, providing strategic guidance and motivation to ensure they consistently met their monthly sales targets. Fostered a high-performance culture that emphasized teamwork, accountability, and goal-oriented execution
- Successful First Sales Opportunity: Effectively managed and executed the first sales opportunity with excellence, demonstrating strong negotiation skills, customer relationship management, and a results-driven approach
- Consistently Exceeded Sales Targets: Achieved the monthly sales target by the second month of employment and consistently surpassed targets in subsequent months, contributing to the overall revenue growth of the organization
Education
Master of Business Administration (MBA) - Strategic Business Management
University of South Wales
United Kingdom 02.2020 - 04.2023
Proficiency Certificate in Insurance and Financial Planning - Finance and Insurance Management
Florida State University
United States 07.2018 - 01.2019
Proficiency Certificate in Management - Management
Nigeria Institute of Management
Nigeria 09.2006 - 07.2007
Bachelor of Science (BSc) - Plant Science
Olabisi Onabanjo University
Nigeria 09.2002 - 07.2006
Skills
- Process Improvement
- Channel Management
- Business Expansion
- Client communication strategy
- Project Management
- Development and Training
- Supervision and leadership
- Influential Negotiation
- Business Operations
- Service Disruptor
- Analytical Problem Solving
- Team Transformation
Refrences
- Mrs. Moronke Bamgbala, Director, Customer Experience, ARM Holding Company
- Mr. Ben Iwhiwhu, Managing Director, NovaMBL Asset Management
Timeline
Manager, Stakeholders Relationship Management
Nigerian Economic Summit Group
04.2022 - 03.2025
Group Head, Service Experience Management
Nova Merchant Bank Limited
01.2021 - 03.2022
Master of Business Administration (MBA) - Strategic Business Management
University of South Wales
02.2020 - 04.2023
Proficiency Certificate in Insurance and Financial Planning - Finance and Insurance Management
Florida State University
07.2018 - 01.2019
Head, Customer Engagement and Channel Management
Asset & Resource Management Company
03.2008 - 01.2021
Team Lead, Subscription Executive
Business Day Media
10.2007 - 03.2008
Proficiency Certificate in Management - Management
Nigeria Institute of Management
09.2006 - 07.2007
Bachelor of Science (BSc) - Plant Science
Olabisi Onabanjo University
09.2002 - 07.2006
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