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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
  • Facilitated the partnership between The Ramp! and Levo League

Work History

Sept 2016Dec 2016

Junior data analyst - Freelance contract

USAID/FHI 360 - MAPS Project
  • Collated data on IPT vaccination from Kebbi and Zamfara states
  • Analyzed data using R and STATA
  • I was responsible for supervising the data entry adhoc staff to ensure they all met their daily targets
  • Interpreted data results to management and made projections for the next round of vaccination
Oct 2014Mar 2015

Lead Product Development Manager - Freelance contract

The Ramp! - Lagos
  • Assisted entrepreneurs develop MVPs by conducting market research and building prototypes
  • Created go-to-market plan for entrepreneurs
  • Analysed potential partnerships for client products/services

May 2013Mar 2014

Customer Service Issues Resolution Analyst

Jumia Nigeria - Lagos
  • Prompt resolution and communication of  customer issues
  • Provided support for escalated customer inquiries and issues
  • Carried out the Dispatch team survey to ascertain customers experience with the dispatch team
  • Met Customer service metrics of 97% of issues resolved in 24 hours
  • Carried out Customer experience management survey and participated in the process improvement program
  • Carried out the company's NET promoters score survey every quarter
Nov 2011Apr 2013

Call Centre Agent/Product Development Analyst

Funmobile Ltd, Ikoyi. Lagos (MTN InfoSearch Project)
  • Liaised with MTN Nigeria and Huawei on stakeholder's requirements of the project
  • Participated in regression meetings
  • 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

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

DATA ANALYSIS USING R, PRODUCT DEVELOPMENT, CUSTOMER EXPERIENCE MANAGEMENT, BUSINESS ANALYSIS, BUSINESS PROCESS IMPROVEMENT

Enjoys Travelling, Photography, Lawn tennis, Music, Volunteering and Driving.

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