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Adeleye
Personal data and contacts will be open only to employers with access to CV database
Experienced 200 000
Job Type: Full-Time , open to relocation

Education

From 0 to 2008
Obafemi Awolowo University
Languages:
English Fluently

Experience

Business Process and Compliance Specialist
Globacom
January 2013 - Present Day (4 years 5 months)
Lagos
Lagos
(Customer Care/Customer Operations Development) Layout business process of the company’s Products and Services starting from the customer service point of view and ending clear, easy and quick list of duties for Customer Service Reps. Create customer facing processes, client processes and customer services internal processes. Carrying out monthly audit of processes of Globacom offices across Nigeria, Turn Around Time and Delivery analysis via SIEBEL CRM system and sharing results with the process stakeholders Analysis of process audit results in order to identify and correct deviations and also to measure the capability of each process. Ensuring compliance with processes (where deviations are identified) and ensuring adequate communication amongst various departments (Process Stake Holders) as per process Undertake problem resolution of major issues and perform root cause analyses and incorporate changes in the processes to reduce negative impact on Customer Service Monitor effectiveness and provide feedback and recommendations for continuous improvement Weekly audit of all the back offices to ensure that Customers’ queries are resolved satisfactorily within the stipulated Service Level Agreement. Ensures that all customers’ documents submitted for the acquisition of contract lines forwarded to Activations and Vetting unit are in accordance with the laid down process procedures. Audits Customer care department’s Managers, Supervisors and Team leaders KPI
Customer Care rep/Escalator
Globacom Limited
January 2010 - Present Day (7 years 5 months)

Promptly attend to customer queries on phone and take customer complaints and satisfy them

Provide up to date, accurate and appropriate information to customers

Update CRM systems for each interaction for building relationship with clients and

providing a link for the next interaction

Up selling VAS and enhancing revenue

Provide customer feedback to management for improvement

Achieve set targets

Business Officer, Programme Coordinator, Research and Data Analyst
Poise Nigeria Limited
January 2009 - January 2010 (1 year 1 month)

Marketed soft skill Programs

Planned, Prepared and Coordinated on-going Programme

Conducted researches

Prepared and analyzed feedback forms

General Administrative duties

Additional information

Referees
Available on request
Certificates, Courses, Trainings
Project Management Professional certificate of Attendance; Chicago Institute of Business MBA in view; Hermann Brian Dominance Intelligence (HBDI) Workshop
About Me
Over 5 years working experience with proven expertise in Business Process, Data Analysis, Customer Care Operations, Program Coordination, and also Marketing which cuts across Training, Consulting and Telecoms industries. A charismatic, dynamic, resourceful and result oriented young man. Has a burning passion for excellence and with the aim to attain the acme of my career with integrity and professionalism.