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Manager Customer Service

Lagos, LA, Nigeria
March 20, 2018

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Kehinde Ademola Olagunju

Address: **, ****** ******** ****

Lagos State, Nigeria. Telephone: +234**********


Personal statement

Articulate, Research, Data, Risk and Sales Management Professional. A highly motivated and dedicated business analyst with vast experience in high level business environments. Working across both the private and public sectors has led to a broad knowledge of business development and growth through research. A meticulous eye for detail in every area of analysis combined with a level head for figures, budgets and statistics delivers solid, reliable and above all profitable business results. Excellent communication and problem-solving skills. Dedicated to achieving organization vision and mission, as well as meeting and surpassing organization’s expectations. Approachable, well presented and able to contribute immensely to the success of organization within established standards, policies and procedures.

Educational Background

Master’s degree in Economics (University of Ibadan, Ibadan Oyo state) 2013 - 2015

Nigeria institute of Management (Chartered Manager) 2011- 2012

Bachelor of Agriculture in Agricultural Economics (Second Class Honours, upper Division) 2005-2010

University of Ibadan, Ibadan, Oyo State, Nigeria.

Ikolaba Grammar School, Ibadan, Oyo State (Senior Secondary School Certificate) 1995-2001

Army Children School Iwo-road, Ibadan, Oyo State (Primary School Certificate) 1989-1995

Career History and Experience

Inventrica Multimedia Limited (Yes or 2017 - Till date

Position - Research, Data and Risk Manager

Key responsibilities

Assists in maintaining liquidity flows.

Liaises with product manager to develop new product.

Evaluates customer activities and report to authorities.

Gathering information on site and off site for assessment.

Suggests risk improvement programmes.

Monitors general administrative tasks.

Responsible for monitoring risk factor for all hedging activities.

Performs research for all customer activities and recommend appropriate profiling.

Analyses product mix and recommends improvements.

Monitors business plans and measures results against it.

Develops strategies to maximize organization profit.

Analyses data and generates reports with recommendations.

Key achievements

Developed a product that generate millions of Naira for the organisation on a daily basis.

Restructured the Customer Care department.

Converted thousands of inactive customers to active users.

Sahel capital partners and advisory limited 2017- 2017

Position -Business Analyst

Key responsibilities

Supervised regular data collection through implementing partners and ensure quality of the data by random verifications and validations.

Analysed and discuss findings based on regular monitoring data.

Conducted market, industry and company research related to proposals and projects.

Conducted surveys and interviews with industry experts.

Performed quantitative and qualitative analysis with data gathered during the course of the project.

Prepared PowerPoint and word reports summarizing research and analyses and developing recommendations for clients.

Created complete bibliography and contacts list of all sources of research information.

Supported partners in conducting baseline surveys and KAP surveys.

Key Achievement

Monitored extension officers successfully on multi-millionaire project.

Over the Top Entertainment ( 2017- 2017

Position - Risk Control Manager (Trader department)

Key responsibilities

Responsible for monitoring risk factor for all hedging activities.

Performed trade for live markets and placed bets.

Assisted in maintain liquidity flows in sports processes.

Liaised with product manager to develop various sports product.

Collaborated with sports book partner to ensure appropriate settlements.

Monitored business plans and measured results against it.

Developed strategies to maximize organization profit.

Administered a personal trading schedule to maximize availability for in-play events

Prepared trading models for in-play events and accurate entry of pricing variables using the

underlying market as a basis.

Analysed and record trading performance for future reference and performance management.

Key Achievements

I was able to reduce negative risk to minimum level which in turn yield high return on investment.

Pioneered Risk Department of the organisation.

Over the Top Entertainment ( 2016 - 2017

Position- Marketing associate/ Back Office Manager (Customer Care Department/Marketing department)

Key responsibilities

Conducted market research to identify new opportunities.

Performed competitor product analysis and prepare reports.

Monitored competitors’ marketing strategies and activities.

Gathered and analysed customers’ behaviours and Assisted in organizing promotional events.

Managed daily administrative task to ensure the marketing department runs smoothly.

Liaised with marketing manager in creating reports on marketing and sales metrics.

Managed discrepancies in customer account (Wrongly funded account, deposit not reflecting etc.)

Assisted inventory controlling staff in maintaining inventory records in call centre.

Coordinated outbound teams in marketing company’s products to new, existing and potential customers and Monitored random calls to improve quality minimize errors and track performance.

Liaised with marketing department and content team to create advertising materials.

Key Achievements.

I was able to create unique and outstanding marketing strategies through in depth research which in turn increase the monthly turnover and revenue of the organization by 40%.

Over the Top Entertainment ( 2015 - 2016

Position- Senior Customer Service Executive

Key responsibilities

Resolved product or service issues by clarifying the customer's complaint; determined the cause of the problem; selected and explained the best solution to solve the issue; expedited correction; followed up to ensure resolution.

Responsible for Data Management on the CRM data base application, ensured valid and accurate data.

Maintained customer records by updating account information.

Maintained up-to-date of industry development.

Manipulated SAP software for business transaction.

Used Desktop and mobile SIP-based VoIP softphones to make calls and receive calls.

Over the Top Entertainment ( 2014 - 2015 Position - Payout officer

Key responsibilities

Processed payout request of customers (Punters).

Liaised with operation unit to check suspicious accounts.

Maintained proper check on customer cash request to avoid fraudulent act.

Airtel Nigeria Limited 2013- 2014

Position - Field Sales Executive

Key responsibilities

Responsible for Keeping management informed by submitting activity and results reports such as daily call reports, weekly work plans, and monthly and annual territory analyses.

Monitored competition by gathering current market place information on pricing products, new products, delivery schedules, merchandising techniques, etc.

Recommended changes in products, service, and policy by evaluating results and competitive developments.

Department of Economics, University of Ibadan 2012-2013

Position- Research Assistant

Key responsibilities

Collected data for processing, coding and analysis.

Responsible for reports collation.

Project team coordinator.

Daram Nigeria Limited, Sango Ota Ogun State, Nigeria 2011-2012

Position- Assistant Supervisor (National Youth Service Corps)

Key responsibilities

Analysed customer survey feedback.

Stock Management for feed production.

Assisted in farm accounting and record keeping.

Faculty of Agriculture Practical Year Training Programme 2008-2009

Procurement of farm inputs.

Manipulation of farm inputs and output.

Production and marketing of agricultural produce and product.


Member of Nigerian Association of Agricultural Students University of Ibadan Chapter

Post held: General Secretary 2009-2010


An Empirical Re-examination of the Oil Price Shock-Stock Market Nexus in Nigeria (West African Journal of Monetary and Economic Integration June 2015 )

Spatial analysis of structural determinants of child poverty incidence in Nigeria (Journal of Children and Poverty)


Grace Leader ship Foundation Scholarship 2009

University of Ibadan Community Scholarship 2008


Excellent Multi-tasking skills: Ability to handle multiple projects within the same time frame.

Excellent communication skills: I have the ability to interact with people of diverse background.

Experienced user of Microsoft Office products.

Experienced user of SPSS and EVIEWS statistical packages.

Strong interpersonal skills and team spirit.


References available on request

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