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.
