TEMIYEMI ONABAMIRO

Oversee day-to-day operations for multiple outlets, define and implement operations strategy, structure, and processes.

• Spearheaded comprehensive transformation of retail operations, resulting in 20% increase in overall sales and 15% reduction in operational costs
• Streamlined supply chain processes by implementing new inventory management system, resulting in 30% decrease in stock-out and 25% improvement in on-time deliveries
• Developed and executed customer-centric training program for store associates, resulting in 10% increase in customer satisfaction scores and 5% growth in repeat sales
• Led cross-functional team in successful launch of 2 new store locations within year, overseeing entire process from site selection to grand opening, resulting in average revenue of $1 million per store within first year of operation
• Identified opportunities to improve business process flows and productivity
• Managed financial, operational and human resources to optimize business performance
• Led recruitment and development of strategic alliances to maximize utilization of existing talent and capabilities
• Analyzed industry trends and tracked competitor activities to inform decision making
• Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
• Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.
• Cultivated strong relationships with vendors and partners supporting administrative operations.
• Negotiated price and service with vendors to decrease expenses and increase profit.
• Implemented business strategies, increasing revenue and effectively targeting new markets.

Monitored day-to-day operations of multi-location contact centres with about 1,000 agents and 100+ support team members to cater to over 40 million calls/year

• Planned and recruited agents based on staffing needs guided by workforce forecasting requirements
• Actualized contact center business process improvement strategy for optimal customer experience which improved CSAT scores by 15% and NPS by 6%
• Analyzed relevant data to improve agent efficiency by including customer segments to agents' skillsets which led to increased service Level by 13%
• Reduced cost to serve by increasing self-service base and reducing calls into call centre by 25%
• Drove first time resolution to 98%
• Led team that won Most Outstanding Customer-Centric Operator by Nigerian Telecoms Awards in 2018
• Managed vendor and partnersperformance to maximize profitability and achieve financial objectives.
• Negotiated and executed contracts on behalf of department.
• Built and managed processes for tracking and monitoring department performance.

Conceptualized and launched outbound and upselling department

• Managed 500 outbound sales specialists with 50+ support team members
• Achieved $6.4m revenue through upselling and cross-selling of products and services
• Accomplished 8% bad debt reduction via outbound recollection plan
• Reduced attrition rate by 10% through implementation of various staff retention schemes
• Recruited and trained tele sales specialists that drove business revenues through cohesive sales management strategy
• Supervised training boot camps, TTTs, new hire trainings for contact centres and walk-Ins employees nationwide
• Oversaw quality call audits and mystery calls for contact centres, guest audits and mystery shoppers for all walk-Ins nationwide
• Designed and implemented close loop feedback system across all customer touch-points (call centre, walk-ins, digital channels) and ensured constant increase in NPS (Net Promoters Scores)

Collaborated with a team of 5 who locally developed and implemented Knowledge Bank Portal accessible to staff to retrieve information on Airtel Nigeria's Products and Services. This was to ensure standardized service delivery across all customer touch points, which led to:
• Improved service delivery across all the States of Nigeria by 25%
• Saved the Organization $9M, being the price quoted by a 3rd party to develop same
• Reduced customer average handling time by 85seconds across all our Service and Call Centers
Project team also implemented ‘Voice of Customer' initiative in 14 Airtel Africa Operating Countries geared towards improving customer experience.
• 4 million+ customers were contacted in Nigeria with 40% success rate . Insight gotten from this initiative led to a massive overhauling and improvement of Airtel network sites resulting to about 13% increase in Return on Investment.
• Reviewed on all existing Value-Added Services to proactively identify defects and ensure correction across customer life cycle.
• Simulated customer experience on VAS to ensure customer satisfaction
• Drove resolution of highlighted service defect(s) observed during service assessment
• Executed periodic health checks on existing VAS services and making necessary recommendation for improvement based on feedback through surveys carried on internal and external customers
• Actively engaged all stakeholders to provide support for frontline staff and resolution teams by ensuring the installation of relevant application(s), ensure training on new products/services and query resolution process
• Quarterly health checks on Customer Experience at all touch points (IVR, website, Shops, and the Call Centre) to identify processes which cause high customer pain and work with the process owners to improve processes
• Generated and analyzed operational report for business planning.

Implemented SLA breach trigger alerts which notified Management at various breach threshold, this increased the resolution's teams service levels and turnaround time.
• Championed implementation of PYRO application upgrade used for real time recharging/billing for roaming customers within the “One Airtel” countries which led to improved:
• Customer experience with roaming in the one network designated countries
• Plugged revenue leakage thereby saving the business huge revenue loss
• Defined and documented Service Level Agreement (SLA) and Operational Level Agreement (OLA) between internal and external stake holders in line with the business rules and goals
• Monitored and managed incidents resolution by all tiers of support to ensure adherence, prompt service delivery and query resolution as agreed on SLAs and OLAs documents
• Defined metrics and service delivery process within the directorate and with external stake holders
• Conducted periodic review of SLAs, OLAs and processes with all stake holders and support teams within and outside the directorate based on changing organizational needs and business environment
• Managed cross functional relationships with all operational teams and stakeholders within and outside the directorate
• Conducted trend analysis of service level performance, average query resolution time and top customer related issues.

• Set, monitored and documented Service Level Agreement with support departments to ensure prompt service delivery and resolutions
• Liaised with the various groups in setting Service Level Agreement
• Escalated and reported on performance outside SLAs
• Documented breached and violated SLA
• Generated reports to suggest corrective actions and process improvements
• Devised and implemented processes and procedures to streamline operations
• Developed and updated tracking spreadsheets for process monitoring and reporting

• Offered each customer top-notch, personal service to boost sales and customer satisfaction
• Listened to customer needs and desires to identify and recommend optimal products
• Utilized upselling techniques to promote additional products and increase sales
• Developed and actualized customer service initiatives to decrease wait times
• Kept detailed records of customer interactions to track and resolve issues quickly
• Handled billing and payment issues following guidelines, resolving disputes properly
• Provided training and support to new associates to help provide high-quality customer service
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
• Provided customer feedback to management and identified areas of improvement for products and services.
• Maintained up-to-date knowledge of product and service changes
• Followed-through on all critical inter-departmental escalations to increase customer retention rates
• Managed timely and effective replacement of damaged or missing products
• Followed up with customers about resolved issues to maintain high standards of customer service

• Handled initial phone contact with customers to ensure service needs are identified and resolved
• Provided efficient and courteous service to customers
• Defined problems, collected data, established facts, and validated conclusions
• Recorded details of inquiries or complaints to maintain up-to-date records of customer interactions and transactions
• Provided accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints
• Referred unresolved customer grievances to designated departments for further investigation.

• Managed media relations and campaigns to address public communications in crisis situations.
• Created and implemented internal and external communication plans to establish consistent and timely messaging.
• Collaborated with internal stakeholders to design strategies for messaging and communications.
• Coordinated media interviews with organization staff, board members and volunteers.
• Assisted with preparing organizational publications, such as employee newsletters and stockholders' reports, for internal and external audiences