Paul Ikenga

Highly accomplished and results-driven Customer Experience and Training Operations Executive with over 10 years of progressive leadership experience in the hospitality and travel sectors. Proven expertise in enhancing customer satisfaction, optimizing operational efficiency, and developing high-performing teams. Adept at comprehensive training program development, strategic needs assessment, budget management, and fostering a culture of continuous learning and service excellence.

Seeking to leverage strategic vision and hands-on leadership to drive significant business impact.

Head of Training Operations at Wakanow.com LTD (2024-01 – Present)

• Designed and developed comprehensive training curricula, implementing effective training programs across diverse departments to enhance organizational capabilities.
• Conducted thorough needs assessments to accurately identify skill and knowledge gaps, leading to the deployment of targeted and impactful training interventions.
• Organized and delivered engaging training sessions utilizing diverse methodologies, including interactive workshops, personalized one-on-one coaching, and advanced online learning platforms.
• Monitored and rigorously evaluated training program effectiveness, systematically collecting feedback from participants and stakeholders to drive continuous improvement and ensure alignment with business objectives.
• Managed training budgets with precision, tracked expenses, and ensured cost-effectiveness while providing robust leadership and support to a team of trainers and facilitators.
• Mentored and coached employees, fostering significant professional growth and aligning individual development pathways with overarching organizational goals.
• Ensured all training programs strictly complied with industry regulations and company policies, maintaining accurate records and preparing detailed compliance reports.
• Integrated cutting-edge technology to enhance learning experiences and efficiently managed Learning Management Systems (LMS).
• Collaborated strategically with department heads to align training initiatives with core business objectives, cultivating a pervasive culture of continuous learning and development.

Head, Non-Flight Operations at Wakanow.com LTD (2022-01 – 2024-01)

• Oversaw daily Non-Flight operations, ensuring peak efficiency and strict adherence to company policies and regulatory requirements.
• Coordinated cross-departmental efforts to streamline processes, resulting in significant enhancements to overall operational performance.
• Managed customer service teams, consistently achieving high levels of customer satisfaction through proactive and responsive service delivery.
• Promptly and effectively addressed and resolved complex customer complaints and critical operational issues, minimizing disruption.
• Supervised and supported ground staff and customer service agents, fostering a productive and high-morale work environment.
• Developed and implemented targeted training programs that demonstrably improved staff skills and knowledge, directly impacting service quality and operational metrics.
• Managed all team requests, ensuring timely and accurate fulfillment and resource allocation.
• Monitored staffing levels and strategically adjusted resources to maintain optimal operational efficiency and service coverage.
• Tracked and analyzed key performance indicators (KPIs) for the Non-Flight Team, presenting comprehensive performance reports and strategic recommendations to senior management.
• Cultivated strong relationships with external vendors and service providers, negotiating contracts to ensure services met stringent company standards and delivered value.

Call Center Manager at Wakanow.com LTD (2020-01 – 2022-01)

• Generated significant sales revenue through strategic engagement on social media platforms (Instagram, Twitter, Facebook, WhatsApp), exceeding targets.
• Developed and delivered comprehensive training for call center employees, substantially enhancing their product knowledge and customer interaction skills.
• Managed and monitored all daily call center activities, ensuring operational excellence and strict adherence to service level agreements (SLAs).
• Ensured prompt and accurate resolution of customer inquiries, significantly improving response times and customer satisfaction.
• Identified and implemented organizational development initiatives to improve content and service delivery, driving continuous improvement.
• Scheduled and monitored call center activities, optimizing staffing and resource allocation to meet demand efficiently.
• Provided consistent coaching and mentoring to Customer Care Representatives, fostering professional development and sustained performance improvement.
• Implemented call monitoring for quality control, collaborating with quality assessors for thorough call evaluations and feedback loops.
• Managed Customer Care Representatives' KPIs, driving performance to meet and exceed established targets.
• Conducted daily briefings on industry updates, ensuring team knowledge remained current and competitive.
• Prepared detailed adherence reports and weekly sales reports for senior management review and strategic decision-making.
• Set and achieved ambitious performance targets for speed, efficiency, sales, and quality, consistently delivering results.
• Organized staffing, including shift patterns, to meet demand and optimize call center coverage and efficiency.
• Managed and resolved all Helpdesk queries within agreed Service Level Agreements (SLAs).

Call Center Supervisor at Wakanow.com LTD (2017-01 – 2020-01)

• Led, trained, and mentored Call Center Agents, fostering a high-performance team culture focused on customer excellence.
• Provided continuous guidance and support to ensure the highest level of customer service delivery and adherence to standards.
• Monitored and evaluated team performance, providing constructive feedback and coaching to enhance individual and team productivity.

Call Center Agent at Wakanow.com LTD (2016-01 – 2017-01)

• Managed inbound and outbound customer calls, effectively evaluating and resolving problems and complaints with high efficiency.
• Provided proper solutions and responded promptly to customer needs, ensuring high satisfaction rates.
• Successfully sold products and services while providing accurate information to customers, contributing to revenue.
• Processed orders, forms, and applications efficiently and accurately, maintaining data integrity.

Team Lead / Shift Leader at MTN Nigeria LTD (2012-01 – 2016-01)

• Led a team of over 20 subordinate staff in handling and resolving complex billing and service complaints, ensuring strict adherence to documented procedures.
• Compiled comprehensive team reports and performance data for the preparation of Key Performance Indicators (KPIs).
• Followed up on customer inquiries not immediately resolved, identified and escalated priority issues, and referred unresolved complaints to designated departments.
• Assisted in ensuring optimal utilization of designated applications, systems, and tools in Call Centre operations.
• Provided regular feedback to supervisors/managers on important developments affecting Call Centre operations.
• Led the team in providing clear information, revisions, and updates on available products and services upon request.

Supervisor at AC NIELSEN (2011-01 – 2012-01)

• Assisted in organizational management by evaluating existing policies and proposing data-driven improvements.
• Coordinated and delivered training programs for staff, enhancing skill sets and operational efficiency.
• Oversaw and led various projects from inception to completion, ensuring successful outcomes within scope and budget.
• Recruited and interviewed junior workers for project and field assignments, building effective teams.
• Responded to customer inquiries and supervised customer services during field operations, ensuring high service standards.

Bachelors (Hons) in Biological Sciences – University of Agriculture, Abeokuta (2004-01 – 2010-01)

West Africa Senior School Certificate Examination (WASSCE) – Ijeshatedo Boys Secondary School, Sanya (2000-01)