Temitope Cole

Experience

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  Jumia Nigeria

  Mar 2016 - Dec 2016

  Customer Service Representative

  - Developed strong relationships with 20+ key customers that increased repeat patronage by 25% in 7 months.- Deployed efficient communication skills in facilitating the apt resolution of complaints, boosting CSAT by 40%.- Commended for expertly dealing with irate customers to facilitate swift and adequate resolution of complaints.- Slashed the average correspondence response time by 20% by liaising with stakeholders to simplify processes.- Conducted in-service training for new employees, helping them to settle in, which boosted team output quickly.- Employed upselling and cross-selling skills while engaging customers, increasing the sales of low-performing products by 10%. Show less

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  Dantata and Sawoe Construction Company Nigeria Limited

  Jan 2017 - Dec 2017

  Quality Assurance & Control Office

  - Ensured 100% compliance with specifications to ensure delivery of products that surpassed client expectations.- Drove process improvement and management initiatives, cutting operational bottlenecks by 20% to boost output.- Helped the company sustain a 95% customer satisfaction rating by ensuring exemplary service delivery.- Conducted thorough audits that cut errors during laboratory and fieldwork by 20%, enhancing repeat patronage.- Improved operational efficiency by 40% by implementing 2-way communication initiatives.- Inspected operations to ensure compliance with standard health, safety and environment policies and regulations. Show less

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  LAGOS STATE UNIVERSITY TEACHING HOSPITAL

  Jan 2018 - Jan 2018

  Phlebotomist
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  Transnnet Financial Nigeria Limited

  Jun 2020 - Oct 2021

  Collection Specialist

  - Increased customer engagement by 60% by driving the provision of comprehensive and exemplary services.- Enhanced operational efficiency by 30% via efficient and accurate customer record management and updates.- Boosted interunit collaboration by driving seamless communication that slashed misunderstandings by 30%.- Facilitated a 30% boost in customer satisfaction rating in Q2 2017 by swiftly addressing complaints and queries.- Led the integration of MS Office Suite and Google Workspace, enhancing communication and efficiency by 50%.- Coordinated with stakeholders to optimize customer pain points, which increased loyalty and retention by 50%. Show less

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  EMTILL SOLUTIONS NIGERIA LIMITED

  Jun 2020 - now

  Senior Collection Team Lead

  - Orchestrated 5+ training, workshops and seminars, which increased team cohesion and doubled productivity.- Developed and implemented team-building initiatives that enhanced team cohesion and boosted output by 65%.- Tracked and monitored employee output and offered feedback that drove a 45% improvement in performance.- Evaluated standard processes and offered technical guidance, resulting in a 50% boost in operational efficiency.- Supported the HR team in streamlining processes, which resulted in hiring employees that tripled output.- Enabled operational workflow design and modifications that decreased service downtimes by 20% for 5 months. Show less

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  Bhenito Consulting

  Mar 2021 - Mar 2022

  Assistant Operations Manager

  - Coordinated in-service performance-enhancing programs, which increased the team’s performance by 30%.- Endorsed strategies that improved processes, which directly resulted in a 55% decrease in the onboarding time.- Decreased in-service client complaints by collaborating with cross-functional teams in swiftly resolving issues.- Enacted HR policies and frameworks that caused a 20% increase in employee performance evaluation efficiency.- Sustained an 80-90% customer satisfaction rating by streamlining internal and external feedback processes.- Collaborated with 10+ stakeholders in optimizing processes that enhanced customer experience, which resulted in a 10% increase in the firm’s client base. Show less

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  Ewedge Finance Nigeria Limited

  Nov 2021 - Feb 2023

  Collection Team Lead

  - the team’s task delivery time by 20% by establishing multi-functional team collaborative initiatives.- Mentored 20+ downlines, tracking and managing their performances, which resulted in a 30% boost in output.- Conducted routine operational inspections that drove the prompt identification and mitigation of potential risks.- Analyzed routine performance reports, developing and establishing strategies that slashed bottlenecks by 15%.- Ensured adequate allocation of resources during budgeting that facilitated a 60% increase in output in 2 years.- Received 3 awards of excellence for remarkably boosting & sustaining overall team performance & efficiency. Show less