BABAJIDE, OLUWATOYIN

No *, Abdul Fatah Close .Gwarimpa, Abuja

Email:ac8c76@r.postjobfree.com

Telephone number: +234(0) 803-***-**** 080********

Career

profile

Babajide, Oluwatoyin is a versatile and diligent young woman who is undaunted by circumstances and focuses on achieving results. She was a pioneer staff of MTN Nigeria, served in the Sales and distribution department as well as the customer care department of the customer Relations Division of the company.

She was part of the team that flagged off operations in the offices at Abuja and Kaduna in 2001 and 2004 respectively. She worked in different departments of the organization and experience garnered include inventory management, call centre management, walk in customer care, office administration, product education and sales, staff audit, training, dealer/trade partner administration and Managed services provider Management. She has a great acumen for customer service and people management.Ultimately she drives business performance using excellent service delivery which translates into a rewarding customer experience

Her dedication to work and results earned her the MTN CEO, silver award for team work and contribution to revenue in 2003.

Prior to her resignation on the 30th of April 2017, she was responsible for the management of the Franchise aspect of the walk-in customer care unit. The aim was to achieve customer centricity and continuous income streams to the business which was an achieved task. Experience

MAY 2017 till date

Entrepreneur /Student

MTN NIGERIA TELECOM. LTD. ABUJA

CUSTOMER RELATIONS DIVISION

Senior Customer Relationship Partner : NOVEMBER 2,2015 - APRIL 30, 2017

● Managed the franchise aspect of customer relations (Connect operations Management)

● Ensured that company policies and procedures were implemented by the trade partners

● Made POS items and stock available to the stores

● Ensured continued revenue generation from all income streams to the business

● Set targets for the franchise stores, Closely monitored that set targets were met and ensured corresponding incentives to qualified stores

● Managed key customers accounts through the store managers

● Resolved escalated customer queries

● Upsold and cross sold company products

● Recruited and trained new staff as required by the stores

● Carried out routine quality evaluation and payment schedules for the stores

● Participated in community development activities

● Prepared Routine performance reports

MTN NIGERIA TELECOM. LTD. APAPA, LAGOS.

CUSTOMER RELATIONS DIVISION

Customer Relationship Partner: SEP 2009 to SEP 2015

● Managed Platinum customer Accounts by maintaining a close relationship with them, resolving their queries and ensuring that they remain/ move to higher segments

● Monitored customers’ credit status and ensured prompt communication to customers

● Agreed and managed payment plans for clients.

● Proactively followed-up clients for prompt payment of outstanding receivables

● Participated in community development activities

● Ensured that collection targets were met

● Sent periodic reports to the manager

MTN NIGERIA TELECOM. LTD. APAPA, LAGOS.

CUSTOMER RELATIONS DIVISION

Customer Care(prepaid) Supervisor: JAN 2006 to SEP 2009

● Participated in the implementation of the online customer care center operational plans.

● Ensured prompt generation and compilation of relevant reports

● Acted as a change agent in the implementation of new initiatives both within the business unit and company -wide.

● Ensured compliance with service levels in call center operation.

● Collated relevant client information on appropriate software packages.

● Co-ordinated and monitored the activities of customer care representatives

● Co-ordinated team meetings and feedback sessions for 3 teams of 20 members including adhoc teams of varied number of staff

● Assisted the care center head in the implementation of anti-churn initiatives..

● Ensured compliance with organizational and operational policies and procedures.

● Participated in community development activities

● Devised ways of improving CCR morale.

● Resolved conflicts.

MTN NIGERIA TELECOM. LTD. LAGOS.

WALK-INCUSTOMER ASSISTANCE CENTER,MATORI, LAGOS

Service Centre Administration Supervisor: JAN. 2005- JAN 2006

● Resolved customers’ queries and escalated when necessary to the proper channels.

● Carried out post paid customer lines activation, sim swap and service migration

● Issued stock and other services to dealers and sub dealers

● Participated in community development activities

● Coordinated weekly and monthly stock count and performed spot checks to ensure cash and stock accuracy

● Supervised and optimized the performance of direct reports. MTN NIGERIA TELECOM. LTD. KADUNA.

WALK-IN CUSTOMER ASSISTANCE CENTER, KADUNA

Service Centre Administration Supervisor: MAR. 2004- DEC 2004

● Supervised the activities of the Administrative, Inventory and the Account reconciliation teams

● Received stock from the central warehouse and issued same to trade partners

● Managed the office facilities

● Maintained the office impress and ensured that stationery was regularly replenished.

● Participated in community development activities

● Prepared daily, weekly and monthly reports on customer’s queries, walk-in customers, cash and stock, systems and network problems.

● Generated and activated service numbers

MTN NIGERIA TELECOM. LTD. ABUJA .

WALK-IN CUSTOMER ASSISTANCE CENTER, ABUJA

Service Centre Consultant: JULY 2001- MAR 2004

● Educated customers on company products and services

● Sold products and services to customers

● Followed up sales to ensure customer satisfaction and retention

● Offered after sales services

● Resolved customer queries

● Participated in community development activities NITEL NIG. LTD.ABUJA

Finance Unit (NYSC):DEC 1998- OCT 1999

● Resolved and escalated customer queries

● Reconciliation of customers’ account.

● Preparation of cash advance and retirement.

● Preparation of salary and other payment vouchers. Education/professional qualification

● University of South Wales, UK

Master of Business Administration (MBA) (in progress}

● University of Wales, Uk

Post Graduate Certificate in Business Administration (Oct 2013)

● Kaduna State Polytechnic, Kaduna

Post graduate Diploma in Business administration and Management, January 2005. (upper credit)

● Nigerian Institute of Management

Member, 2004.

● Aflon Computer Training Institute, Abuja

Diploma in Computer Appreciation, 1999. (Upper credit)

● Federal Polytechnic, Nasarawa.

Higher National Diploma in Accounting, December, 1997.

(upper credit)

● Federal Polytechnic, Nasarawa.

National Diploma in Accounting, December, 1994.

(upper credit)

● Federal Government Girls’ College, Bwari, Abuja Senior Secondary School Certificate

Skills/Competencies

● Attention to details

● Reporting and analytical skills

● Effective Communication

● Team liaison

● Flare for new challenges and ability to

adapt quickly

● Extremely organized

● Team leadership

● Good interpersonal

skills

Service Award:

● MTN CEO Silver award for Outstanding Team work and Contribution to company Performance (2003)

Trainings

● Concierge Customer Experience Management Program (17th

$ 18th Oct.2016)

● Fashion Design 2017

● Food processing 2018

● Manager as a coach (Sept 7th and 8th 2016)

● Workplace financial Education (May 5th, 2016)

● Business Law and Ethics (Oct 26th 2015)

● Key Account Management ( July 2011)

● Customer Relationship Management (July 2011)

● REACH Supervisory Training (6-8 .09.2010)

Customer Service Professional Practice 2009

● Brand Ambassador Induction (15.12.08)

● Managing Customer Service (14th Oct 2008)

● Quality Assurance for the Call Center Executive (11-12. Sep 08)

● Quality Assurance in Call Centre Management (27-29 Sep. Nov. 07)

● Improving your personal effectiveness (June 29-30 2006) Bio data

Date of Birth 3rd, July 1971

Gender Female

Marital Status Married

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