Project Manager Customer Service
Resume:
PROJECT MANAGEMENT PROFESSIONAL
MBA ACCA PMP CSM
PROFESSIONAL PROFILE
Innovative and detail-oriented Project Manager with 13 years professional experience and demonstrated success in the formulation and implementation of strategies that have significantly improved client value, reduced operational cost and facilitating change across multiple organizational departments with minimal disruption. Exemplary change agent with the ability to analyze issues, devise continuous process improvement and incorporate business process initiatives to increase efficiency, streamline operations and decrease aggregate expense with limited resources. Possessing valuable experience identifying and accelerating strategic measures to strengthen performance with sustained operational results.
PROFESSIONAL EXPERIENCE
SENIOR PROJECT MANAGER
AXA MANSARD 2006 – TILL DATE
Achievements
Scrum Master on a transformation project focused on arming a 1000-man Agency distribution network with digital tools to drive electronic financial need analysis with customers. This involved the development of a back office business intelligence solution which drives the overall customer engagement & onboarding process and also enables real-time online sales.
Managed a business process reengineering program focused on enhancing the organization’s customer service experience and optimization of service delivery. Which necessitated the development of integrated workflow platforms that enabled the entire onboarding, claims and redemption processes to be fully automated, and tracked end to end, resulting in 25% operational cost reductions and 40% decreases in overall turnaround time.
Transformed the company’s moribund Call Center operations into a customer-centric focused Contact Center, which is driven by digitally enabled service delivery platforms, such as contact center solutions & equipment and an interactive customer service relationship management (CRM) system; each one integrated with all customer touch points.
Championed the development and implementation of AXA Mansard’s bespoke IFRS reporting tool; which enabled the company to be the first Nigerian Insurance Company to publish its IFRS financials in 2011.
Supported the integration of PENMAN Pensions (now AXA Mansard Pensions Limited) into the AXA Mansard family, participating in carrying out both pre and post-acquisition finance and human resource due diligence.
Led the development of a 3 Year Strategy Development Project for AXA Mansard Investments by providing administrative direction and supervision in the project office, managing the project timeline, budget scope, risk and issue logs.
Led the development of an impairment model and credit risk measurement for the company’s account receivables.
Conceptualized, developed and implemented a Monthly Profitability Report (MPR) Balance Sheet to help drive sale performance; which is a novelty in the Nigerian Insurance Industry.
Oversaw the development and integration of an Instant Customer Feedback system into all our major touch-point (i.e. claims & redemption and onboarding), enabling customers to provide instant feedback on the quality of service. Leading to the company earning and maintaining a Net Promoter Score of +75% and above over time.
Oversaw the development of a 5-year Strategy Development Project for the System & Control (SYSCON) function within AXA Mansard by providing administrative support and supervision in the project office.
TAIWO, OLUWATOSIN OPEOLUWA
1522, Bar Berry Lane,
Peachtree City,
Georgia, 30269
*****@*****.***.**
AREAS OF EXPERTISE
Strategic Planning & Growth
Project Management
Agile
Waterfall
Scrum
P&L Management/Budget Planning
Operations Management
Acquisitions & Integrations
Revenue & Profit Maximization
Customer Analytics
Competitive Analysis
Client Relationship Management
Internal Control
Change Management
MS Excel
MS Project
EDUCATION
IMD Business School, Switzerland
Executive Program, Digital Disruption (2017)
●
University of Sunderland, United Kingdom
Masters in Business Administration (MBA)
(2008 - 2009)
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Olabisi Onabanjo University, Nigeria
Bsc Hons Accounting
(1998 – 2003)
PROFESSIONAL QUALIFICATIONS
Project Management Professional (PMP)
(Member)
●
Certified Scrum Master (CSM)
(Member)
●
Association of Chartered Certified Accountants (ACCA)
(Member)
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