Customer Experience Quality Assurance

MARTINS ODEKUNLE ADEOLA.

ATLANTA, GA USA.

+1-470-***-**** • EMAIL: ********.*******@*****.***

SUMMARY: As an MBA student with a concentration in business analytics, I have over three years of experience in business operations and using data and other analytical tools to provide insights and solve business problems. My expertise is in Business Operations Management, Quality Assurance, Process Improvement, Service Standardization, Customer Experience, Project Management, and Product Development.

EDUCATION

Georgia State University

MBA (Business Analytics Major) Candidate at Robinson College of Business, Atlanta, USA.

Tenol-Alpha Institute (ISO Auditor’s Training)

ISO 9001: 2015 Internal Auditor Course.

Obafemi Awolowo University, Nigeria (Bachelor of Science, Economics/ Cum Laude: Graduated above the 75th percentile)

Academic Distinctions: Micro and Macro Economics, International Economics, Statistical Methods and sources, and Theory of International Trade, Business Economics among others

Leadership Distinction: Most resourceful Class representative (2014/2015)

SKILLS

Data and Business Analytics tools: Microsoft Excel, SQL, Power BI, and Tableau

Business and operations: Customer Obsession, Sales and Business Development, Product and Process Quality Assurance, Customer Experience, and Customer Service.

Management: Product Management, Project Management

WORK EXPERIENCE

Georgia State University, J. Mack Robinson School of Business. Aug 2022 – Dec 2022

Graduate Teaching Assistant

Provided professional-level support related to research, creative activities, and class learning activities that contributed to excellent lecture delivery to about 145 undergraduate students. Collate learning resources and data where necessary for impactful class and learning.

Collaborated with stakeholders and faculty members to host the annual Global Logistics and Supply Chain Roundtable ’22.

Standard Bank Group (Stanbic IBTC Bank, the leading end-to-end financial service provider in Nigeria) Jan 2021 – July 2022

Service Assurance and Quality Management Consultant– Customer Experience

Coach and manage over 150 contact center agents to develop new initiatives on the Bank’s service quality management, Service level management, process standardization, and optimization across the bank.

Implementation of service standards across all service touchpoints within the Group and ensure consistency through employee behavior. 98% service level agreement was achieved in October 2021, this was above the 95% target.

Analyze data from frequently conducted customer satisfaction surveys across all business units (Business Banking, Private Banking, Commercial Banking, Digital Banking, and Investment Banking) to improve customer satisfaction and experience.

Conducted relevant internal and external surveys e.g., CSAT, Industry Benchmark surveys, ISS, and more.

Crafted and championed Customer obsession drive across the bank to ensure a more innovative operations environment and promote a good customer experience.

Stanbic IBTC Bank (largest bank in Africa in terms of Asset) May 2020 – Jun 2021

Transactional Banker/Sales (Full-Time)

Explore Transactional Banking opportunities for Multinationals, Local Corporates, and Financial Institutions clients. Deals of over US$ 300M were sealed by my team within 6 months.

Initiated Import Finance, Letters of Credit, Bills for Collection, Invoice Discounting, Bonds & Guarantees, Local Purchase orders, and Supply Chain Financing for key players in the FMCG sector.

Facilitated a virtual customer tour for all our clients during the ravaging Covid-19 period to evaluate their financial challenges and be well-positioned to serve them.

Investment One Financial Services Ltd. (Ziing). Jan 2019 – Sep 2019

Digital Banking Business Development and Strategist (Intern)

Member of the innovative and business strategy team that delivered and promoted technology inclusion to solve customers' savings and investment challenges in higher institutions where I coordinated about 2000 campus ambassadors.

Successfully advised and grew the customer base on the digital product ‘Ziing’ from zero to about 100 thousand active users within six months.

Promote excellent user experience and get constructive feedback from a customer base of about one hundred thousand through active collaborations.

United Bank for Africa, UBA Feb 2018 – Aug 2018

Digital Banking Intern

Improved the bank's digital adoption by 42% through sensitization and enrollment of customers on various mobile platforms of the bank.

Member of the bank's IT team that partnered with relevant teams to provide customer feedback and innovative ideas to enhance service delivery.

VOLUNTEER AND LEADERSHIP EXPERIENCES

LAUTECH International College Old Student’s Association – Vice President: Increased membership of the association by 50% through valuable initiatives. Coordinate and ensure the welfare of the members and coordinate relevant activities within my purview. Dec 2019 – Present

Nigerian Economics Student’s Association Alumni Relations Committee – Chairman: Built a fervent collaborative relationship between the old students of the department and assisted in revenue generation to host the Annual Economics Students' Conference (The largest economics student conference in Nigeria in 2017). Jul 2017 – Feb 2018

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