Customer Success and Data Management Analyst

OLUWAYEMISI OBE

McConchie Blvd NW, Edmonton, AB. T5Y 3W5, 825-***-**** - **************@*****.***

(reference # 05110-0012075787 )

PROFESSIONAL SUMMARY

Well-organized, self-reliant, and results-oriented sales personnel with over 12 years of professional experience in customer service, client relationship management, and retail management. Strong analytical and problem-solving skills. Ability to work with little or no supervision. WORK HISTORY

Workforce Management Analyst. Dec 2022 to August 2023 IKEA, Montreal, QC

● Act as a point of contact between the workforce, Management and other stakeholders.

● Analyze and identify trends to process improvement.

● Manage performance tracking tools for improving service delivery.

● Manage daily productivity reports, and weekly and departmental KPI reports driving appraisal and budget decisions.

● Daily queue monitoring of teams to ensure all SLA for operational KPIs is met.

● Monitoring of the channel application and ensuring issues are treated within SLA.

● Regular feedback to associates in the team, Team Leaders, Operations and Management.

● Proactively listening to associate calls/email reviews to ensure all processes are adequately adhered to.

● Real-time scheduling, monitoring, and coordinating over 500 call center agents

● Gathering intelligence and data from middle managers and cooperative executives about the need and future growth

● Coordinating management workforce, onboarding, and training for new and existing staff

● Provide administrative and logistical support both the Team, Team Leaders, HR and Management Training Specialist May 2021 to Nov 2022

● Ability to impact knowledge to individuals or groups of people.

● Create, design, revamp and format course material, forms and survey templates

● Ability to deliver learning sessions in the most effective way

● Deliver effective communication both verbally and in writing

● Excellent interpersonal skill and team building

● Championing a multitude of concurrent projects, initiatives, and administrative tasks and ensuring timely completion.

● Lead, coordinate, mentor and coach a team of 7 Real-Time Analysts.

● Led cross-functional teams in planning, execution and delivery of complex projects, ensuring adherence to project scope, budget and timeline.

Kitchen Planner Specialist May 2020 to May 2021

IKEA, Montreal, QC

● Expert knowledge of relevant digital planning and sales tools and how to visualize attractive complete home furnishing solutions

● Strong knowledge of general remote customer behavior across channels as well as of remote customer engagement

● Strong commercial mindset and ability to steer sales in a polite, friendly and trustworthy way

● Coordinated with cross-functional teams to resolve project issues and mitigate risks.

● Strong selling skills and ability to adapt communication depending on situation and customer needs

● Ability to work with modern tools and systems in a dynamic retail environment handling more than one task at the time

Service & Sales Customer Representative Oct 2019 to May 2020 IKEA, Montreal, QC

● Interacting with customers via various tools and software to resolve all issues relating to the experience of the customer with the company.

● Providing customers with information, updates, and changes about products, orders, and services.

● Investigating, writing reports, and proffering solutions to recurring customers issues.

● Escalating customers issues presented to tier 2 analysts in line with their agreed key performance indicators

● Resolved trouble tickets through advanced reasoning and critical thinking.

● Manage middle and front relationships with the customers and commercial management departments. Account Manager Mar 2019 to Oct 2019

Gatestone

● Achieved sales goals and service targets by cultivating and securing new customer relationships.

● Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.

● Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.

● Resolved problems with high-profile customers to maintain relationships and increase return customer base.

Customer Service Representative Jan 2019 to Mar 2019 Alorica

● Provided primary customer support to internal and external customers.

● Respond to customer requests for products, services, and company information, paying attention to special needs or wants.

● Actively listened to customers, handled concerns quickly, and escalated major issues to the supervisor.

● Developed customer service policies and procedures to meet and exceed industry service standards.

● Utilized customer service software to manage interactions and track customer satisfaction. Business Analyst / Brand Coordinator Jun 2009 to Oct 2018 Henkmedia Connect Ltd – Lagos, Nigeria

● Implementation of projects aimed at improving the overall client experience.

● Creating weekly reporting on on-demand services and product on various projects

● Monthly analyses of the service satisfaction level via our monthly survey (for both online and on-site services).

● Organize and lead conferences and focus groups; these sessions have targeted themes carefully selected based on upcoming projects, products and events.

● Conducted interviews with key business users to collect information on business processes and user requirements.

● Analyzed key aspects of business to evaluate factors driving results and summarized into presentations.

● Executed analysis of risks and identified risk mitigation strategy EDUCATION

M. Sc.: Public and International Administration

University of Lagos

Advanced Diploma: Human Resource Management

University of Lagos

BSc.Edu: Geography

Obafemi Awolowo University - Ile-Ife

TOOLS

JIRA PowerBI Verint Salesforce Pulse Sharepoint Kronos ADP Workday Microsoft Office CRM

Docusign and Adobe Acrobat.

CORE COMPETENCIES

● Patience and ability to follow through any situation without panic

● Technical expertise and analysis of data

● Familiar with various working software.

● Active and continuous knowledge seeker

● Ability to manage flawlessly cross-cultural and cross-functional team

● Project Strategic Planning

LANGUAGES

English language (high proficiency)

SKILLS & INTERESTS

Interests: Operations, Analytics & Mentorship.

Contact this candidate