Customer Service Manager

Ariyo E. Afolabi, MBA Operations Manager & Training Specialist

*****.*@*****.*** www.linkedin.com/in/ariyo-afolabi-1999b436/ 480-***-**** Chandler, AZ 85224

Growth-focused leader with extensive experience driving business process optimization projects utilizing industry leading methodologies and tools such as Six Sigma,Kaizen, Lean Principles, Agile methodology and Scrum framework. Proven track record across a variety of international engagements with a passion for effective change management and the capacity to align operational processes with high-level corporate objectives. Top class communication skills with an aptitude for cross-functional team collaboration. Excellent knowledge of business intelligence and data analytics techniques used to optimize business performance. Areas of Expertise include:

Continuous Improvement

Training & Development

Business Intelligence

Relationship Building

Cross-Functional Management

Data Analytics

Leadership & Mentoring

Scrum Frame work

Agile Methodology

Product Lifecycle Management

Telecommunications

Bi-Lingual English & Yoruba

Lean Six Sigma methodology

UAT/Software testing & Requirement gathering

Project & Process Implementation

Business Transformation

Operations Management

Call Centre Operation

Kaizen Methodology

SDLC

Professional Experience

CVS, OMNICARE BUSINESS LINE Ohio/Arizona 01/2017 - Present

A retail pharmacy chain.

AR Manager/Six Sigma Process

Provide management oversight for a large call center operation including input into a variety of core processes such as operational strategy development, quality assurance, HIPAA, PCI, process improvement, business transformation, staffing, training, and performance management. Deliver leadership for a team of 89 AR specialists across a portfolio of 2 million serviced customers.

Key Accomplishments:

Utilized Six Sigma and LEAN principles to streamline operations and drive efficiency and productivity across the business.

Business Analyst for development of 3 Center Support Software

Developed and led a comprehensive Train the Trainer project to deliver consistency throughout the organization.

Conceptualized a suite of Standard Operating Procedures for the call center and managed the implementation process.

Streamlined the VP Operations Org Chart for easier Escalation process and mapped Account/Call work flow process

Tracked and analyzed operating performance against agreed KPI’s to identify areas for improvement.

Recognized as a top producer in this role having delivered an average of $20 million per month in account receivables.

Givelfy Texas 02/2016 – Present

A Payment solution Software Company.

Business Process Architect (Function Contract/Volunteer)

Created process change by leading Six Sigma projects/Kaizen Events resulting to integrating new processes with existing ones and communicating these changes to impacted Business Systems teams.

Key Accomplishments:

Initiated Kaizen Principles into Business Process and used value stream mapping in eliminating redundant steps, resulting in 20% reduction of Sprint time for software delivery

Creation,Standardization and Documentation of processes, procedures and instructions via flowcharts, diagrams and SOPs

Led Kaizen Blitz events resulting in incremental process improvements and the delivery of an improved and adopted process map.

Part of Project team utilizing both Agile and Traditional Project Management Methodologies for creation of innovative software increments

HERTZ Arizona 04/2016 – 10/2017

A leading car rental company.

Manager in Training

Assisted senior management in executing a range of tasks including sales, business development, and customer service.

Key Accomplishments:

Leveraged strong interpersonal skills to deliver exceptional customer service throughout the car rental process leading to strong customer satisfaction, increased sales revenue, and long-term sustainable growth through repeat business.

Continually achieved ambitious individual sales targets and customer service goals.

Executed a variety of customer-focused initiatives which resulted in a 20% increase in customer approval ratings.

SPACEPOINTE LIMITED USA (Georgia)/Nigeria/South Africa 04/2015 – 12/2015

A global retail technology company.

Senior Manager, Customer Experience & Product Development

Tasked with establishing the Product Development, Call Center, and Customer Experience Management functions from scratch including full input into hiring, strategic planning, and ongoing leadership. Delivered a customer service charter to codify standard operating procedures across the organization. Utilized processes and procedures to reduce risk in a volatile market environment.

Key Accomplishments:

Designed and developed (Using lean Principles) the Customer versus Product Immersion program to define the Customer Experience and build efficient and effective processes to support business growth.

Factored NPI index and Customer Surveys to design and strategize on best routes to Customer Satisfaction

Managed the staff training process and maintained quality standards through a program of continuous improvement.

Participated on a cross-functional initiative with the Logistics Operations Team focused on the improvement of call quality and agent proficiency leading to a 45% reduction in average talk time for new agents within 30 days.

Established a comprehensive Customer Approval Index and consistently maintained a 96% average.

DARK ALLURE NG Nigeria 08/2012 – 02/2015

A large retail and product development operation.

Head of Business Intelligence, Marketing & Customer Service

Managed three core functions and used business intelligence/data analytics and Lean techniques to transform business processes and deliver a highly efficient and productive organization. Drove VAS product deployment, training, and market acquisition in West Africa. Fostered strong relationships with third party vendors to outsource key marketing initiatives.

Key Accomplishments:

Executed growth-focused initiatives following a detailed analysis of relevant data across market share and industry trends throughout the startup phase leading to a 300% increase in actual versus forecasted revenue.

Led the recruitment and training of a high performing team of 30 professionals within a two-month period.

Using Value Stream remapped the entire Organization work flow, resulting in immediate production efficiency

Presented product-driven symposia resulting in significant market penetration of 50% within six months.

Managed the customer service operation including the creation of robust processes indicating Service and Escalation flow to ensure strong engagement.

KIMBERLY RYAN LTD. West Africa/East Africa/London 06/2011 – 06/2012

An innovative HR solutions provider.

Consultant, Client Relations Management Lead (Telecommunications Sector)

Provided consulting services including the design and development of process improvement initiatives to increase service delivery efficiency and stimulate revenue growth. Carried out business development and relationship building functions across international markets using excellent cross-cultural awareness and communication skills.

Key Accomplishments:

Delivered HR client management support across a diverse portfolio of accounts and facilitated extensive training and development initiatives including in-person and online courses with a 98% rating in subject matter assimilation.

Carried out extensive market research to accurately determine the HR spend across the assigned sector.

Additional Professional Experience

Etisalat Nigeria, Team Lead – Commercial Unit, Customer Call Center/Back Office

MTN Nigeria, Team Lead, Customer Relations, Call Center Agent

Education & Training

Master of Business Administration

LADOKE AKINTOLA UNIVERSITY OF TECHNOLOGY OGBOMOSHO Oyo State, Nigeria 2015

Post-Graduate Degree Management Science

LADOKE AKINTOLA UNIVERSITY OF TECHNOLOGY OGBOMOSHO Oyo State, Nigeria 2013

Bachelor of Engineering in Mechanical Engineering

UNIVERSITY OF ILORIN Kwara State

Certifications: PMP Certification, In Progress, Professional Scrum Master Certification (PSM), Certified Kaizen Leader, Six Sigma Lean Black Belt Professional (LBBP) ™, 2017, Project Management Essentials Certified (PMEC) ™, 2017, Certified Six Sigma Champion (SSCC) 2016, Health and Safety Certification, Scrum Fundamentals certified (SFC)

Professional Development: Leadership Trainings and Customer Service Trainings, Youth Innovate Training, Personnel Management, Effective Communication Skills, Assertiveness in the Work Place, How to Make a Business Case, Mastering Human Resources Management, Building a Balanced Scorecard

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