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Manager Customer Service

Location:
Lagos, Nigeria
Salary:
150000
Posted:
February 26, 2020

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Resume:

KEHINDE ADEMOLA

OLAGUNJU

OLA

Summary

Reliable and outstanding performer in Research, Agricultural Service, Business Development and Customer Care Service. Proven success in leadership, operational excellence and organizational development with keen understanding of elements of business. Recognized for inspiring management team members to excel and encouraging creative work environments.

Experience

Junior Consultant -May / 2019 till date

AgriLogic Nigeria

Validated incoming data to check information accuracy and integrity while independently locating and correcting concerns.

Analyzed statistical data using both modern and traditional methods.

Developed macros, special formulas and other actions to produce reliable and consistent statistical reviews.

Organized research from start to finish by designing effective questionnaires and data entry procedures.

Disseminated research findings to various personnel in different formats, including white papers, presentations and spreadsheets.

Collected and recorded data at various field sites for later assessment and data analysis.

Performed in-depth interviews with research subjects and compiled data and analyses into reports for review by group leader.

Interpreted data and made recommendations from findings.

Banklink Africa Private Equity Limited- Feb/2017-April/2019

Research, Data and Market Analyst

Conducted meticulous research to identify information and answer multifaceted questions.

Collaborated with leadership team to identify relevant questions and determine best methods of collection.

Planned, modified, and executed research techniques, procedures and tests.

Performed statistical, qualitative and quantitative analysis.

Validated incoming data to check information accuracy and integrity while independently locating and correcting concerns.

Supported research and development efforts to create new products, equipment and processes.

Summarized search results by preparing written reports, graphs, fact sheets and tables.

Wrote and edited data collection forms and questionnaires.

Helped with large survey research projects and provided research support for data processing operations.

Education

Bachelor of Science: Computer Information Systems - 2014

Columbia University, NY

Certifications

PHP Framework (certificate): Zend, Codeigniter, Symfony.

Programming Languages: JavaScript, HTML5, PHP OOP, CSS, SQL, MySQL.

Contact

Address:

30 Bode Oladipo Street, Lagos State

Phone number:

070********

Email:

adbz6x@r.postjobfree.com

Skill Highlights

Microsoft Office products User- Excellent

SPSS User-Excellent

EVIEWS User-Excellent

STATA User- Excellent

Innovative

Service-focused

Publications

•An Empirical Reexamination of the Oil Price Shock-Stock Market Nexus in Nigeria (West African journal of monetary and economic integration June 2015, issue).

•Spatial analysis of structural determinants of child poverty incidence in Nigeria (Journal of Children and Poverty)

Agricultural Business Analyst - Jan/2017-Feb 2017

Sahel Capital Partners and Advisory Limited

Supervised regular data collection through implementing partners and ensured quality of the data by random verification and validations.

Analyzed and discussed findings based on regular monitoring data. Conducted market, industry and company research related to proposals and projects.

Conducted surveys and interviews with industry experts.

Performed quantitative and qualitative analysis with data gathered during the course of the project.

Prepared PowerPoint and word reports summarized research and analyzed and developed recommendations for the client.

Created complete bibliography and contacts list of all sources of research information.

Supported in conducting baseline surveys and KAP surveys.

Risk Control Manager - Feb/2016-Jan 2017

Over The Top Entertainment (Nairabet.com)

Implemented brand and demand strategies to meet revenue targets for business services and products

Responsible for monitoring risk factor for all hedging activities.

Performed trade for live markets and placed bets.

Assisting in maintain liquidity flows in sports processes

Coordinated with product manager to develop various sports product.

Collaborated with sports book partner to ensure appropriate settlements.

Evaluated customer activities and report any suspicion to authorities.

Managed all new betting markets and associate tournament

Performed research for all customer activities and recommend appropriate profiling.

Coordinated with senior traders for all sports

Analyzed product mix and recommended improvements.

Monitored business plans and measured results against it.

Developed strategies to maximize organization profit.

Administered a personal trading schedule to maximize availability for in-play events.

Prepared trading models for in-play events and accurate entry of pricing variables using the underlying market as a basis.

Analyzed and recorded trading performance for future reference and performance management.

Back Office Manager- Jan/2015-May 2016

Over The Top Entertainment (Nairabet.com)

Liaised with marketing manager in creating reports on marketing and sales metrics.

Managed discrepancies in customer account (Wrongly funded account, deposit not reflecting e.t.c)

Assisted inventory controlling staff in maintaining inventory records in call center.

Education

Bachelor of Science: Computer Information Systems - 2014

Columbia University, NY

Certifications

PHP Framework (certificate): Zend, Codeigniter, Symfony.

Programming Languages: JavaScript, HTML5, PHP OOP, CSS, SQL, MySQL.

Treated bad rated calls, chats and emails received.

Coordinated inbound teams in marketing company’s products to new, existing and potential customers.

Assisted in organizing promotional events.

Coordinated with marketing design and content team to create advertising materials.

Resolved issues which cannot be resolved at first contact. Monitored random calls to improve quality minimize errors and track performance.

Conducted market research to identify new opportunities

Monitored competitors’ marketing strategies and activities.

Gathered and analyzed customers’ behaviours.

Performed competitor product analysis and prepare report.

Managed daily administrative task to ensure the marketing department runs smoothly.

Senior Customer Service Executive- Sep/2013-Jan 2015

Over The Top Entertainment (Nairabet.com)

Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.

Responded to customer inquiries and queries to provide thorough and speedy resolutions.

Spearheaded team of agents, supervisors and managers to enhance across-the-board customer support and better meet company service demands.

Prepared reports by collecting and analyzing customer needs.

Organized customer information and account data for business planning and customer service purposes.

Resolved issues by clarifying customer's complaints, determining causes of problems and selecting best solutions.

Worked closely with sales departments to gain feedback and identify areas to improve support performance and improve service.

Established and monitored standards for customer service by using recognized and comprehensive benchmarks.

Informed customers of sales promotions and services, warranties or terms of sale, and refunds or exchanges.

Nurtured impactful relationships with customers to cultivate loyalty, boosting customer satisfaction ratings.

Business Development Officer- Mar/2014-Aug/2016

Unibadan Microfinance Bank Ibadan

Negotiated and closed long-term agreements with new clients in assigned territory.

Completed and submitted monthly and yearly reports to support executive decision making.

Participated and actively engaged in strategy meetings with other shareholders.

Collaborated with sales and marketing departments to support business objectives and client acquisition.

Consistently exceeded quotas through penetration of new accounts.

Education

Bachelor of Science: Computer Information Systems - 2014

Columbia University, NY

Certifications

PHP Framework (certificate): Zend, Codeigniter, Symfony.

Programming Languages: JavaScript, HTML5, PHP OOP, CSS, SQL, MySQL.

Researched and identified opportunities for account growth, account penetration and market expansion.

Kept meticulous client notes in customer relationship management application.

Research Assistant- Mar/2012-Feb/2013

Department Of Economics, University Of Ibadan

Developed macros, special formulas and other actions to produce reliable and consistent statistical reviews.

Planned, modified, and executed research techniques, procedures and tests.

Performed statistical, qualitative and quantitative analysis.

Evaluated potential subject participants to assess suitability for planned studies.

Education

Master of Science: Economics- 2015

University of Ibadan Ibadan, Oyo State.

Bachelor of Science: Agricultural Economics – 2010

University of Ibadan Ibadan, Oyo State.

High School: 2001

Ikolaba Grammar School Ibadan, Oyo State

Certifications

Professional – Chartered Manager - 2012

Nigeria Institute of Management Lagos State

References

Dr. Oluwatosin Adeniyi- Lecturer

Department of Economics University of Ibadan

Email adbz6x@r.postjobfree.com

Telephone number-070********

Dr. Obi Egbedi- Lecturer

Department of Agricultural Economics University of Ibadan

Email Address- adbz6x@r.postjobfree.com

Telephone number- 080********

Mr Oke Adedeji

Email Address: adbz6x@r.postjobfree.com

Telephone number - 081********



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