JIDE JOHNSON BUKOLA

DIGITAL COMMUNICATIONS SPECIALIST

Regina, SK Cell: 514-***-**** Email: adzp5b@r.postjobfree.com

SUMMARY

Dedicated Customer relations professional with knowledge of service delivery and proven multitasking abilities, with the passion to improve service delivery, enhance knowledge and exceed expectation. Committed to maintaining customer satisfaction and contributing to company success.

INDUSTRY SKILLS

Leadership – To set and achieve challenging goals, take fast and decisive action when needed, inspire others to perform at the highest level they can.

Facilitation – Strong facilitation skills and ability to build effective relationships with strong written and verbal communication skills.

Communication – Use traditional and/or digital media concisely and accurately through writing, graphic design, videography, editing, and visual representation of information.

Problem-Solving – Understand, and resolve a problem, evaluate options, and identify alternative solutions with a creative ability to challenge the status quo where appropriate.

Client Focused – Anticipate and identify client needs to respond and provide better services to maximize client satisfaction.

Planning, Coordination, and Collaboration – Prioritize tasks to effectively manage competing priorities, and work with others across the organization to solve a problem or achieve a mutually beneficial goal.

Subject Matter Expert – Digital communication tools and channels, Customer relationship management, Business analysis.

WORK EXPERIENCE

Business Analyst Operations Manager Oct 2022 – Present

Contact point 360, Montreal, QC, Canada

Recruit, select, train, coach and manage staff to increase competency in effective and efficient communication writing and developing content for online platforms.

Coordinate with advertising agency, to develop materials that achieve communications goals are delivered on time and on budget.

Provide inspired leadership for the organization, develop, implement, and review operational policies and procedures.

Oversee, recommend, implement, and evaluate a comprehensive, multi-platform social media for Flair Airline.

Worked with all stakeholders and managed relationships with key operations vendors both internal and external.

Helping the organization’s processes remain legally compliant.

Perform quality controls and monitor production KPIs.

Manage staff levels, wages, hours, and contract labour to revenues.

Responsible for all departmental heads and supervisors, with review/approval of all operational tasks.

Communicate all operating policies and/or issues at department meetings.

Vet communications plans, news releases, speeches, articles, and program messages as required.

Team Lead Sept 2019 – Sept 2022

Contact point 360, Montreal, QC, Canada

Organizing workflow and ensuring that employees understand their duties or delegated Tasks.

Monitoring employee productivity and providing constructive feedback and coaching.

Receive complaints and resolve problems.

Maintain timekeeping and personnel records.

Prepare and submit performance reports.

Hire and train new employees.

Pass on information from employees and vice versa.

Customer Service Representative Sept 2018 – Sept 2019

Contact point 360, Montreal, QC, Canada

•Answer incoming calls and book service call appointments for customers.

•Management and resolving customer complaints.

•Selling products and plans for customers.

•Identify and escalate issues to supervisors.

•Provide product and service information to customers.

•Research required information using available resources.

•Route calls to appropriate resource departments

•Document all call information according to standard operating procedures.

•Ensure customer satisfaction and provide professional customer support.

Customer Service Representative April 2018 – Aug 2018

Teleperformance, Montreal, QC, Canada

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

Engaged in continuous learning and development opportunities to promote continued performance improvement.

Entered customer interaction details to track requests, document problems and record solutions offered.

Promoted available products and services to customers during service, account management and order calls.

Learned and maintained an in-depth understanding of product information, providing knowledgeable responses to diverse questions.

Keeping records of customer interactions, transactions, comments, and complaints.

Sales Manager March 2013 – Dec 2017

Bounty Press Limited, Nigeria

Creating a short- and long-term sales plan with the intention of achieving the given objectives.

Consistently meet revenue goals in accordance with team/organizational goals

Recognize customer needs and provide insights for improving the product portfolio based on interactions with and feedback from customers.

Management of customer relationships

Obtaining referrals from the current clientele to widen the sales pipeline.

Actively looking for possibilities to upsell and cross-sell to existing customers.

EDUCATIONAL QUALIFICATION

BSc. Geology 2010 Adekunle Ajasin University, Nigeria

CERTIFICATIONS

Diploma in Business Analysis 2022 Montreal College of Information Technology, Montreal, QC, Canada

Post Graduate Diploma in Environmental Management 2015 Federal University of Technology, Nigeria

SCRUM FUNDAMENTALS CERTIFICATION (SFC) 2022

VMEdu, United States of America

SIX SIGMA YELLOW BELT CERTIFICATION (SSYBC) 2022

VMEdu, United States of America

REFERENCES - Available on request

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