SAMSON ADEAGA, CSM®, MSM

Experience

• 

  Peedec Bottling Company

  Dec 2015 - May 2018

  Sales and Brand Marketing Manager
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  Stanbic IBTC

  Jun 2018 - Jun 2019

  Business Development Executive
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  UBA Group

  Jul 2019 - Dec 2023

  • Manage cross-functional team and stakeholders’ communication, and oversaw product development from inception to implementation• Drive optimization and process improvements between product, design, FEP, and development teams. • Track monthly, weekly, and daily ATM transactions, which includes OU, NoU and remote OU Transaction and ensuring that our performance aligns with achieving and surpassing our target.• Oversaw deployment of ATMs to branches, Offsite locations, and e-branches bearing in mind accessibility, availability and visibility Show less • Provided customer insights through research and analytics that led to CX improvements, driving the bank 2 places up in the KPMG Nigeria Banking Industry CX ratings in 2021.• Devised strategies with product business teams to deep dive the root cause of contact concession spike and derive lasting solutions.• Engineered Cross-selling and persuasive sales techniques to upsell services and/or convince customers to enrol and use additional banking services.• Provided insights that improved overall CX and led to a 20% increase in profit before tax in 2021 Show less

  • Team Member, ATM Projects & Business (Product Management)

    Sept 2021 - Dec 2023

  • Team Lead - Customer Experience

    Feb 2020 - Sept 2021

  • Team Member, Customer Experience

    Jul 2019 - Jan 2020
• 

  United State of Afrika

  Jan 2023 - Dec 2023

  Product Manager
• 

  Heritage Bank Plc

  Feb 2023 - now

  Team Lead, Digital Banking (ATM, CARD, POS, USSD and Web Acceptance)

  • Achieved 99% uptime consistently across Bank’s ATM, POS and USSD network, ensuring seamless customer transaction.• Developed and executed strategies to improve customer experience by enhancing electronic services.• Successfully implemented innovative value-added services, exceeding monthly budget by 15% amid the cashless policy.• Collaborated with cross-functional teams, including Digital Specialists, to ensure accurate execution of use cases, optimizing project cost efficiency.• Developed and maintained detailed project plans and reports, effectively communicating tasks, milestone dates, status, and resource allocations.• Implement the justification and appraisal analysis to determine the profitability of deploying ATMs to offsite locations.• Ensured all Service Level Agreements with solution partners provides the bank with the right value in terms of process efficiency and customer experience and profitability• To Ensure that vendors deliver target projects that are fit for purpose and meets business expectations. Show less