Customer Service Sales

OLUAJA DAVID AYODEJI

Former Name: Aminu David

*, ******** ******* ******, **** estate, Ikorodu, Lagos state.

Phone: 080********, 080******** Email: ********@*****.***, ***********@*****.***

Date of birth: 30th November, 1983 Nationality: Nigerian

Education

2017 Alison Online Learning Platform, Ireland

Diploma in Human Resources

2014- 2018 University of Lagos, Lagos State

Master of Public and International Affairs (MPIA)

2001 – 2006 University of Maiduguri, Borno state

B.Sc. Human Anatomy (Second Class Upper)

2006 Ma’ajiya Global Resources, Jere, Kaduna state

Diploma in Computer Applications (Distinction)

1993 - 1999 Foundation Model Secondary School, Maiduguri, Borno state.

West African Senior School Certificate Examination (WASSCE)

1986 - 1993 Foundation Model Primary School, Maiduguri, Borno state.

First School Leaving Certificate (FSLC)

Work Experience

July, 2017 – Dec. 31, 2018 TD ILIFE (Zinox Group) Lagos State

(Asst. Head, HR/Admin).

1.Man-Power Planning

Control, maintain and update manpower plan and prepare related monthly and weekly reports.

Maintaining an updated record of personnel working in each department within the business units in order to ensure proper staffing level.

Act as a point of contact for HR queries from staff and managers on manpower needs and issues.

Formulating plans for meeting the business' manpower requirement and ensuring proper utilisation of existing human resources to meet organisational objectives.

2.Recruitment/On-boarding Management

Coordinate new staff request, short-listing of candidates, invitation of candidates for interview, document screening, and interview reports.

Coordinate and conduct staff induction for all new entrants and pre-employment medical examination/report for all new staff

Conducting references and guarantors background checks and improve employee on-boarding experience through three-month check-up via KYC (Know Your Company)

Organizing office moves and provision of work station where necessary.

3.Office Management/Employee Relations

Coordinates office services and personnel; this including other Admin staff, office moves, office design, records management and control, etc.

To ensure maximum support is provided to the sales Team for the achievement of at least 100% of the global Sales Target.

Preparing correspondence for management review and sign-off, as well as communication of admin-related matters to all employees, when necessary.

Receives employees’ complaints and refers them to appropriate department/persons to resolve the challenge.

Act as a point of contact for HR queries from staff and managers, dealing with issues where able or referring onto Head HR/Admin if necessary.

4.Talent Management and Development

Supports the Head, HR/Admin in implementing strategies for talent identification and development.

Designs and coordinates various talent development programs approved for company’s talent pipeline.

Identifies and coordinates resources to meet organisation-wide talent, learning, educational and developmental needs.

Manage succession planning for key roles.

Manage performance of the staff and recognition

5.Regulatory Matters & Compensation management

Interphases between all stakeholders including management, vendors and regulators on relevant regulatory matters.

Processing of trade and advert permits.

Processes regulatory permits and insurance of all assets and claims, in conjunction with other departments requiring such insurance and permits.

Payroll processing, HMO, tax, leave allowance, staff commissions and pensions management

Dec. 2016 – June, 2017 Yudala Limited (Zinox Group) Lagos State

(Human Capital Development Manager)

Main Job Tasks and Responsibilities

Manage the implementation of the talent management system that includes performance development plans (PDPs) and employee development programs.

Develop KPI(s) and KRA(S)

Facilitate the bi-weekly knowledge sharing session for all Staff to ensure effective skills upgrade and proffering solutions to knowledge gaps

Organize and facilitate training sessions Yudala-wide to aid the development of staff in the Stores.

Partner with other business focused and service oriented groups within the organization for strategic learning interventions

Initiate and complete the process for strategic partnership of the organization with top foreign business schools and professional bodies

Assessment of Training Curriculum to meet the organization’s expectation

Management of Yudala Academy and coordination of Induction for all Staff

Filing and Processing of company’s annual claims from the Industrial Training Fund (ITF)

Drawing a Training Plan and budget for the year

Planning, Designing, Implementing and Evaluation of Graduate Development Program for Interns

Establishment of an in-house employee training system that addresses company training needs including training needs assessment, new employee orientation or onboarding, measurement of training impact, and training transfer.

July, 2016 – Dec. 2016 Premier Impact Limited Lagos State

(Head, Human Resources)

Main Job Tasks and Responsibilities

Develop and implement HR strategies and initiatives aligned with the overall business strategy

Support current and future business needs through the development, engagement, motivation and preservation of human capital

Develop and monitor overall HR strategies, systems, tactics and procedures across the organization

Bridge management and employee relations by addressing demands, grievances or other issues

Nurture a positive working environment

Manage the recruitment and selection process

Oversee and manage a performance appraisal system that drives high performance

Maintain pay plan and benefits program

Assess training needs to apply and monitor training programs

Report to management and provide decision support through HR metrics

July, 2015 – July, 2016 Premier Impact Limited Lagos State

(Head, Customer Service)

Job Description:

General Purpose

Plan, co-ordinate and control the activities of the customer service team to maintain and enhance customer relationships and meet organizational and operational objectives.

Main Job Tasks and Responsibilities

• develop and implement customer service policies and procedures

• define and communicate customer service standards

• review and assess customer service contracts

• oversee the achievement and maintenance of agreed customer service levels and standards

• direct the daily operations of the customer service team

• plan, prioritize and delegate work tasks to ensure proper functioning of the department

• ensure the necessary resources and tools are available for quality customer service delivery

• review customer complaints

• track customer complaint resolution

• handle complex and escalated customer service issues

• monitor accuracy of reporting and data base information

• analyze relevant data to determine customer service outputs

• identify and implement strategies to improve quality of service, productivity and profitability

• liaise with company management to support and implement growth strategies

• Co-ordinate and manage customer service projects and initiatives

• ensure budget requirements are met

• evaluate and performance manage staff

• identify and address staff training and coaching needs

October, 2013 – July, 2015 Heritage Banking Company, Lagos Lagos state

(Team Lead, Customer Care)

Job Description:

Actively listen to their requests and queries.

Listen to agent’s calls and assist to proffering best solutions

Manage the irate customer and diffuse high tensions in a very professional manner.

Identify and manage cultural diversity to be able to serve customers effectively.

Escalate issues appropriately to the required department.

Provide financial advisory services that meet customer requirements.

Coordinate call surveys/campaigns with respect to products/service offerings and new initiatives.

Coordinate telesales to generate revenue at minimum lower costs.

Collate daily reports and prepare daily, weekly and monthly reports of the contact center to determine trends of general development.

Forecasting and analysing data against budget figures on a weekly and/or monthly basis

February, 2013 – July, 2013 Etisalat Nigeria (CCSNL) Lagos state

(Outbound Supervisor)

Job Description:

Teach/Train Customer Service Representatives how to use the phone and computer systems needed as well as sales pitches and other methods of handling calls

Focus on enhancing an existing relationship with a customer or potential customer rather than merely selling products and services.

Monitor Sales of products and services over the phone from the call centre (Telemarketing)

Keeping detailed records of sales leads and sales volume and report to the manager

Monitoring random calls to improve quality, minimise errors and track operative performance.

Managing the daily activities of the Associates.

Handling the most complex customer complaints or enquiries.

Forecasting and analysing data against budget figures on a weekly and/or monthly basis

Setting and meeting performance targets for speed, efficiency, sales and quality.

Aug 2012 – Dec. 2012 Airtel Nigeria, Lagos Lagos state

(Platinum Advisor)

Job Description:

Resolution of customer’s queries and enquiries

Providing a plus one customer services to all platinum subscribers

Taking ownership, handling and resolving platinum subscriber’s complaint’s

Keeping accurate records of customer interactions, enquiries, comments and complaints

Sales of new plans and products to subscribers

Dec 2010 – July, 2012 Airtel Nigeria Lagos state

(Customer Support)

Job Description:

Resolution of customer’s queries and enquiries

Providing excellent customer services to all the customers

Taking ownership, handling and resolving customer complaint’s

Keeping accurate records of customer interactions, enquiries, comments and complaints

Sale of new plans and products to customers

June 2009- June, 2010 Globacom Nigeria Limited Yobe state

(Channel Sales Executive)

Job Description:

Daily analysis of customer acquisition and usage data to determine trends that can impact the rate/quality of general improvement

Analysis of market/competitor trends to anticipate and advise on impact of competitor activities on customers

To implement strategies to penetrate and grow the customer base either for the prepaid or post-paid

Regularly monitor and ensure that the mast and the service in work station is working adequately

Sales and activation of Sims

Resolve customer’s issues or escalate to appropriate department for resolutions

Creation of new channels and distribution and/or redistribution of recharge cards to various channels

Function as logistic and management officer in territory

Ensuring security personnel report and leave work at appropriate time

(Feb., 2009 – June, 2009) Saviour Model College Borno State

(Computer Teacher)

Job Description:

Imparting of knowledge of computer into the students

Dec. 2007 – June, 2009 Babatunde Areago & Co. (Chartered Accountants) Borno State

(Audit Trainee/ Logistic Officer)

Job Description:

Attend to any person that comes to the office

Acquire the skills of auditing by also going for auditing and also compile the documents after auditing

Computer documentation of all audit documents

Handle travelling arrangement for staff

Responsible for procuring some utilities, such as cleaning materials, drinking water, stationeries and diesel

Keep records of all purchases

Office management and maintenance such as service of generator, plumbing is well maintained, waste system is regularly drained, mail processing and courier services effectively manage

Reporting on monthly, weekly, and daily activities on soft and hard copy

Set goals and create a plan to measure result

Coordinate with others and establishes priority for plan and tasks

Perform facility management function

May, 2007 – Sept. 2007 Ma’ajiya Global Resources Ltd. Jere Kaduna State

(Computer Instructor)

Job Description:

Imparting of knowledge of computer into the students

(Sept. 2006 – Aug. 2007) Jabal Annur Islamiyya School (NYSC) Jere Kaduna State

(Teacher)

Job Description:

Imparting of knowledge of primary Science into the pupils

Dec. 2005 – Aug. 2006 Frank Armoo & Co. Chartered Accountants Borno State

(Audit Trainee)

Job Description:

Attend to any person that comes to the office

Acquire the skills of auditing by also going for auditing and also compile the documents after auditing

Computer documentation of all audit documents.

Professional Qualification.

Student Membership (Chartered Institute of Personnel Management) P.E. 2 (Final stage in-view)

Skills

General Management, report writing, presentation, Leadership and motivational skill, Numerical, organizational skill, people management, ability to plan and effective time management

Customer Service, Contact Centre, Emotional Intelligence, Training

Languages: Hausa, Yoruba and English

Computing: MS Word, MS Access, Internet Explorer, CorelDraw, Power point, and MS Excel

Referees

Ifeanyi Monye: Group Head, Fidelity Bank, Human Capital Management 080********, Lagos State.

Mr Fatai Kilani: Globacom Divisional Director, 080-****-****, Globacom Nigeria Limited, Kaduna Region,

Kaduna state.

Mallam Sani H. Garba: Senior Lecturer, 080-****-****, University of Maiduguri, Maiduguri

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