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Summary

A committed and highly focused team player with 3+ years experience in Customer experience management, Product development and Business analysis. Some of my achievements include:

  • Suggested and pushed for the inclusion of the Job vacancies and Flight schedule categories into the MTN InfoSearch project. These categories turned out to be the major sources of revenue for the project
  • Drastically enhanced sales while at Negotium Innov8 LLC, by initiating the sale of 4 major franchises worth $160,000 within 3 months
  • Facilitated the partnership between The Ramp! and Levo League

Work History

May 2016To date

Founder

Swipebox Nigeria
  • Idea conception and execution
  • Developed business model/requirements
  • I designed the website and was responsible for the database programming
  • I was responsible for the graphic design for campaigns and branding
  • Designed the customer transaction tracking platform integration
  • Developed product roadmap, vendor acquisition and locations management strategies
  • Formulated strategies based on data analysis
  • Developed social media adverts, surveys and campaigns
Oct 2014Mar 2015

Lead Product Development Manager - Freelance contract

The Ramp! - Lagos
  • Assisted entrepreneurs develop minimum viable products by conducting market research and building prototypes
  • Created go-to-market plan for entrepreneurs, working with all departments to execute
  • Analysed potential partner relationships for client products

Jan 2014Mar 2014

Business Development Coordinator

Negotium Innov8 LLC - Lagos
  • Managed marketing staff to ensure targets are met within a timely manner
  • Boosted sales by actively participating in marketing and all franchisee advisory phases. 
  • Consulted with senior level management on business trends with a view to creating new ways to serve franchisees
  • Ascertained opportunities for campaigns and partnership channels capable of increasing sales
  • Led Franchise fee negotiation phase of each franchise
May 2013Dec 2013

Customer Service Issues Resolution Analyst

Jumia Nigeria - Lagos
  • Resolved & minimized escalations, re-allocated, and communicated resolution of  customer issues
  • Provided support for escalated/detailed customer inquiries and issues
  • Lead root cause analysis efforts related to customer invoice issues including; report generation and issue investigation, communication to internal stakeholders and implementation of  improvements and/or solutions
  • Met Customer service metrics of 97% of issues resolved in 24 hours
  • Performed other duties and cross training as required to maintain and enhance customer relations, team productivity & flexibility
  • Carried out the company's NET promoters score survey, dispatch team survey and customer experience management survey
Nov 2011Apr 2013

Call Centre Agent/Product Development Analyst

Funmobile Ltd, Ikoyi. Lagos (MTN InfoSearch Project)
  • Liased with MTN Nigeria and Huawei on stakeholder's requirements of the project
  • Answered calls and respond to emails
  • Handled customer inquiries both via telephone and email
  • Explored required information using available resources
  • Supplied customers with product and service information
  • Updated existing customer information
  • Participated in the User acceptance test of the platform
  • Documented all call information according to standard operating procedures
Mar 2011Sep 2011

Customer Care Representative

Listening Ears - Lagos
  • Offered personalized customer service by responding to each customer's need 
Jan 2011Mar 2011

National Youth Service Corp (NYSC)

Apapa Bulk Terminals Ltd, Apapa. Lagos (a subsidiary of Flour Mills of Nigeria PLC)

Bulk materials receipt and conveyance
Supervised the transfer process of materials (wheat and machinery) from vessels to silos and workshops.

Apr 2010Dec 2010

National Youth Service Corp (NYSC)

Flour Mills of Nigeria PLC, Apapa. Lagos

Head House & Silos

  • Bulk storage and distribution of wheat
  • Scheduled of fumigation timetable of all silos
  • Daily checked stock

A,B&C Mills

  • Mill processes and engineering
  • Maintained mills
  • Troubleshooting the aspiration tower
  • Break release testing

Motor Rewinding Workshop

  • Motor rewinding techniques
  • Supervised third party staff
  • Scheduled safety trainings for third party staff
Feb 2004Jul 2004

Industrial Attachment Trainee

Digicon Electronics Institute, Amawbia

Designed and constructed electronic circuits.

Education

Sept 2015Dec 2015

Credential of Readiness HBx - CORe

Harvard Business School - online
Jan 2000Jul 2009

Bachelor of Technology in Physics-Electronics

Nnamdi Azikiwe University
Feb 1993Oct 1999

West African Senior School Certificate Examination

Government Science Secondary School, Dekina

SKILLS, HOBBIES & REFERENCES

CORPORATE STRATEGY, PRODUCT DEVELOPMENT, CUSTOMER EXPERIENCE MANAGEMENT, LEADERSHIP & COMMUNICATION, WEBSITE PROGRAMMING IN HTML AND PHP, TEAM WORK, BUSINESS ANALYSIS, IT LITERACY, BUSINESS PROCESS IMPROVEMENT

Enjoys travelling, Lawn tennis, volunteering, driving and networking.

CERTIFICATIONS & PROFESSIONAL ASSOCIATIONS

2014 - Member, International Institute of Business Analysis (IIBA) 

REFERENCES

Mr. Austin Aduku
Business Development Manager
First Bank of Nigeria PLC
Maitama branch
08033142368
austin_aduku@yahoo.com

Mrs Dimeji Adeyemi
Team lead
Emails team.
Jumia Nigeria
08172238703
dimeji.adeyemi@jumia.com.ng

Prof. V.I.E Ajiwe
Production Technology Department
Nnamdi Azikiwe University,
Awka
vin_ajiwe@yahoo.com