Manager Customer Service
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:
Email:
********@*****.***
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 *******-*******@*****.***
Telephone number-070********
Dr. Obi Egbedi- Lecturer
Department of Agricultural Economics University of Ibadan
Email Address- ********@*****.***
Telephone number- 080********
Mr Oke Adedeji
Email Address: ****************@*****.***
Telephone number - 081********
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