Dynamic Results-Driven Communicator with Proven Versatility

KAZEEM AMINAT

OLUWAFUNMILAYO

Ademola Alabi Street, Kudirat Abiola Way, Ikeja, Lagos State. · 080*-***-****, 080*-***-**** *************@*****.*** · linkedin.com/in/aminat-oluwafunmilayo-bb8079134 I am a Mass Communication graduate from Lagos State Polytechnic with a diverse portfolio of experience across several dynamic industries. Throughout my career, I have taken on various roles, contributing to the success of organizations such as Jiji.ng, Bargainmasters.ng, Contact Solutions Limited, Efritin Limited, INEC, Office Suites, Promasidor Nigeria, and In Vogue Group. These opportunities have not only honed my skills in communication and strategic problem-solving but have also allowed me to adapt to different professional environments and thrive under varied demands. I am now eager to leverage this extensive background to further my career with a company that values growth, innovation, and development, where I can continue to make a significant impact while expanding my expertise. EXPERIENCE

2024 – PRESENT

RETENTION AND GROWTH EXECUTIVE, IHMS HMO

Lead the development and execution of customer retention and loyalty strategies, ensuring alignment with overall business objectives and long-term growth goals.

Oversee the analysis of customer data to identify churn trends, and direct the creation and implementation of proactive, data-driven retention initiatives.

Manage cross-functional collaboration between marketing, sales, and customer success teams to drive cohesive and impactful customer engagement programs.

Direct the planning and execution of growth initiatives, including leading demand generation campaigns and overseeing optimization strategies for conversion across key channels. 2023 – 2024

CLIENT SERVICE EXECUTIVE, IHMS HMO

Provide strategic oversight of project execution, ensuring team alignment with key milestones and organizational timelines.

Lead performance management initiatives, guiding resolution of operational challenges to maintain efficiency and accountability.

Develop and implement onboarding and professional development programs, fostering team capability and long-term growth.

Deliver high-level progress reports and actionable insights to executive leadership, driving continuous process improvement and strategic planning. 2023

CUSTOMER SERVICE MANAGER, SULAH BDC

Train and mentor customer service representatives to enhance performance.

Handle escalated customer complaints and ensure timely resolution.

Monitor customer satisfaction metrics and implement improvement strategies.

Collaborate with other departments to enhance customer experience.

Prepare reports on customer service performance and trends. 2

DECEMBER 2021 - 2023

CUSTOMER SERVICE/SALES MANAGER, VOGUE GROUP (LUXURY FASHION STORE)

Develop and implement customer service and sales strategies that align with overall business goals and drive customer acquisition, satisfaction, and retention.

Lead and mentor cross-functional teams to deliver exceptional customer experiences while consistently meeting or exceeding sales targets.

Analyze customer service metrics and sales data to identify trends, assess team performance, and implement continuous improvement initiatives.

Establish and optimize processes, workflows, and service standards, ensuring operational efficiency and a seamless customer journey.

APRIL 2021 – DECEMBER 2021

GENERAL MANAGER/OPERATIONS SUPERVISOR, GREEN BLISS PROJECTS

Overseeing company's daily operations

Attending meetings

Briefing staffs on job description

Weekly training of staffs

Conducting interviews

Monitoring and editing payroll

JANUARY 2020 – MARCH 2021

ONLINE SALES MANAGER/ACCOUNT MANAGER, JIJI.NG

Develop and lead online sales strategies to drive revenue growth across digital channels, ensuring alignment with broader marketing and business objectives.

Manage key client accounts and digital partnerships, serving as the primary point of contact and ensuring consistent value delivery and satisfaction.

Analyze online sales performance metrics, customer behavior, and conversion trends to inform strategic decisions and optimize sales funnels.

Monitor market trends and competitor activity to adjust strategies proactively and maintain a competitive edge in the digital space.

JANUARY 2017 – DECEMBER 2017

MERCHANT ACQUISITION EXECUTIVE, BRAINMASTERS.NG

Oversee the end-to-end merchant onboarding process, ensuring operational efficiency, compliance, and a seamless partner experience.

Identify and build strategic partnerships with key merchants, negotiating win-win agreements and fostering long-term collaboration.

Lead and mentor the acquisition team, setting performance targets, providing coaching, and driving a results-oriented culture.

Represent the company at industry events and merchant meetings, enhancing brand visibility and expanding the network of potential partners. MARCH 2015 – SEPTEMBER 2016

CUSTOMER SERVICE REPRESENTATIVE, CONTACT SOLUTIONS LIMITED (MULTI- CHOICE LIMITED)

Resolving, enquiry and complaints

Process to achieve customer delight

3

Identify opportunities to cross sell the company's service by creating awareness at every interaction

Proper escalation of services delivery/customers issues raised in the course of regular duties

Monitor and analyze customer service metrics, identifying trends and areas for improvement to enhance the overall customer experience. APRIL 2014 – DECEMBER 2015

ADMIN/HR ASSISTANT, EFRITIN LIMITED (EFRITIN.COM)

Monitor and analyze customer service metrics, identifying trends and areas for improvement to enhance the overall customer experience.

Manage recruitment and onboarding processes, coordinating with hiring managers to attract and retain top talent.

Lead employee relations initiatives, addressing concerns, facilitating communications, and fostering a positive workplace culture.

Supervise record-keeping and data management, ensuring accuracy and confidentiality of employee and organizational information.

2014 – 2015

ADHOC OFFICER, INDEPENDENT NATIONAL ELECTORAL COMMISSION (INEC)

Sharing of Permanent Voters Card

Registering of voters

Coordinating subordinate staffs

Assisting voter's with ballot paper issues

Educating voters on how to cast their votes

JANUARY 2008 – DECEMBER 2010

SECRETARY, OFFICE SUITES LIMITED

Managing of company day to day sales

Recording of files and keeping of documents.

Support and facilitate the completion of regular reports

Develop and maintain a filing system

Check frequently the levels of office supplies and place appropriate orders 2007 – 2009

SALES REPRESENTATIVE, PROMASIDOR COMPANY, LAGOS INTERNATIONAL

Present, promote and sell products/services using solid arguments to existing and prospective customers

Perform cost-benefit and needs analysis of existing/potential customers to meet their needs

Establish, develop and maintain positive business and customer relationships

Expedite the resolution of customer problems and complaints to maximize satisfaction

Coordinate sales effort with team members and other departments

Supply management with reports on customer needs, problems, interests, competitive activities, and potential for new products and services 4

EDUCATION

2014

HIGHER NATIONAL DIPLOMA, LAGOS STATE POLYTECHNIC

IKORODU, LAGOS STATE

2009

HIGHER NATIONAL DIPLOMA, LAGOS STATE POLYTECHNIC

IKORODU, LAGOS STATE

SKILLS

I am highly adaptable and able to perform effectively under pressure, even during extended working hours. I possess strong interpersonal skills and am confident in taking on leadership responsibilities when needed. With a self-motivated approach, I can work independently with little or no supervision. I am proficient in the use of Microsoft Office Suite and skilled in utilizing CRM tools to efficiently manage customer service functions and administrative tasks. CERTIFICATIONS

2025

Institute for Healthcare Finance & Management LTD/GTE for Emotional Intelligence 2015

Qai Global Institute Agent Plus Certification for Frontline Customer Service Professionals REFERENCES

Available on request.

Contact this candidate