ADEBUKOLA T. LADEJOBI

Hyattsville MD.

Phone: 202-***-****

E-mail: ad1o4u@r.postjobfree.com

OBJECTIVE

To leverage my over 15years post graduation extensive experience spanning retail sales, contact centre and client service management, customer service, customer handling, retail shop management and stock controlling in developing strategy and processes to manage key accounts and accelerate business growth. Generally described by various superiors as highly intelligent, diligent with the ability to work with people of diverse knowledge, passionate individual, with integrity and a strong drive to succeed in a challenging environment..

EXPERIENCE

NAVY FEDERAL CREDIT UNION(CONTRACT) Mar. 2019 – Dec. 2022

POSITION: Customer Experience Data Analyst

As a member of the customer Success team. In this role, I work as a Customer Data Analyst responsible for reporting and performing analytics across the global organization that includes Customer Success Management, Operations, Client Services, and Customer Experience. I leverage analytics and advanced techniques to help the Customer Success organization at NFCU to perform the needed customer retention and cross-selling strategies.

Responsibilities

Drive descriptive & prescriptive analytics for the Customer Success portfolio, including operations, services, and support organizations

Understand, track and predict where the investments will have the greatest return

Develop SQL scripts and write multiple complex queries in order to generate needed data for appropriate report.

Extracting data through Oracle SQL Developer and MS Access environments.

Use Tableau and Excel for extracted data and data analysis, generating reports, graphics and statistical analysis

Deliver on insights and analytics for Customer Support, Case Volumes, Call Deflections, Case Escalation Prediction, Call Volume Forecasting, Routing Effectiveness, Tiered Support, Customer Survey, Customer Self-Service effectiveness, Self-service Content / Page views, Community metrics

Deliver on insights and analytics for Professional Services, Partner Ecosystem, Surveys, Capacity Planning, Services Utilization, Workforce Planning, Services Bookings, and Revenue Forecasting

Support reporting & analysis on capacity plans, forecasts, actuals, variance

Deliver comprehensive month-end and quarter-end analysis on Financial, Operational, Customer and Employee KPIs

Combine analytics, research, and data intuition to deliver insights on churn causalities and upsell opportunities

Identify opportunities for improvement across process, tooling and data automation to optimize costs and decrease turnaround time for analytics consumers

CONTACT SOLUTIONS LTD(ConSol) Feb. 2012 – Oct 2014

ConSol Ltd, an enterprising customer service outsourcing company with over Three hundred and fifty staff and over 250 million naira in profit share every year has an outstanding client base in various sectors of the economy(public and private) providing solutions for customer care both on-site and outsourced. Intelligence networking and infrastructural as well as telecommunication support.

POSITION: Key Account Manager May. 2013 – Oct 2014

Responsibilities

Manages the public sector accounts i.e. Lagos State account and project for payment processes, Customer satisfaction needs and maintain Stakeholders interface i.e. the Heads of MDA, Honorable Commissioners and Permanent Secretaries of relevant ministries to the project.

Draw up drafts for contract agreements and negotiate with clients on key points of interest.

Develop innovative proposals and presentations that clearly demonstrate the unique value of company’s solutions.

Timely resolution of issues including Contracts, Approvals, Payments, expansions etc.

Initiate and develop client relationships within the FMCG community to drive sales and customer satisfaction within their community.

Identify new and strategic business opportunities in alignment with the vision of the organization.

Extracting data through Oracle SQL Developer and MS Access environments.

Use Tableau and Excel for extracted data and data analysis, generating reports, graphics and statistical analysis

Analyze potential partner relationships for company’s product lines.

Researching and evaluating new product opportunities, demand for potential products, and customer needs and insights.

Act as first point of contact for all enquiries regarding company’s services and provide a first response to such enquiries ensuring follow up to possible closure.

Managing media and external PR agencies.

Represent the organization in all presentations, meetings, fairs, conferences and such alike.

POSITION: Call Center Operations/Client Service Manager Feb.2012 – Apr.2013

Responsibilities

Manage all contact center operations of the company both in-house and on-site to ensure quality and productivity as is required by the service level agreement SLA between the service provider and client.

Generating reports for management weekly meetings for the purpose of service improvement, support and business strategy.

Saddled with the responsibility to oversee quality assurance monitoring of all contact interactions, assessment and evaluation to identify gaps and profer coaching solutions as compared with industrial standards.

Providing aftersales service to build a lasting relationship, identify service gaps, set targets for delieverables and ensure the customer is happy for a long time.

Monitor recruitment and training for staffing to ensure hiring the best labour market offers.

GLOBACOM LIMITED Nov. 2004 – Jan. 2012

Position: Customer Care Team Leader

Gloworld is the retail strategic business unit of Globacom which comprises of outlets that offer Nigerians, a convenient and easy access to Globacom and other complimentary products and services in a world class environment. Currently works as a Customer Care Team Leader with primary responsibility to drive and accelerate Dealer Sales, Corporate Sales, Retail shop Sales, and enrich Customer Care. Also has responsibility for enhancing the effectiveness and efficiency of Customer Service delivery to diverse customers including High Networth Indicviduals in Victoria Island and environment. This job was a reward of sustained hardwork starting from earlier role in Call Centres where I was given extensive exposure on customer care, issue resolution and telemarketing.

Responsibilities

Selling to major dealers, top corporate bodies and high network individuals HNIs.

Invoicing and recording daily sales, for periodic reports on marketing and for auditing purposes;

Issuing stocks to the dealer, to reduce the turn around time in issuing stock and enhance profitability; Bookkeeping, filling and scanning of dealer sales transactions to the central ware house.

Adept at communicating with vendors and dealer sales executives to co-ordinate marketing efforts.

Handling all correspondence with both sales executives and the central warehouse (CWH);

Maintaining customer records, and keeping records of stocks issued and received from all Gloworld shops and the CWH .

Taking, progressing and monitoring orders and record keeping for all transaction in the retail shop.

Using records of business targets and actuals to generate monthly management reports.

BOSLAD BUSINESS ENT. Jan 2003 - Nov 2004

Was a marketing officer for various products. This job laid the foundation for my interest in marketing of goods and services. It provided opportunity to sharpen my leadership and selling skills, route planning and managment of diverse customers in various socio-economic levels.

EDUCATION

Masters in Public & Int’l Affairs(MPIA)

2010-2013 University of Lagos

QAI(Quality Assurance Institute USA)

2012 Certified Trainer for CCCTL(Certified Contact Centre Team Lead), CCCQA(Certified Contact Centre Quality Analyst)

B.Tech (Hons) Biology.

1995 – 2000 Ladoke Akintola University Of Technology, Ogbomoso.

Senior School Certificate (WAEC)

1987-1993 Queens School, Apata, Ibadan, Nigeria.

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