Adeoye Yesufu

Experience

• 

  A J Silicon

  Jan 2010 - Dec 2010

  Trainer/WFM

   Assisted with Workforce Management and provided Administrative Support for company affairs. Facilitated “Microsoft Word 2007”, “Microsoft Excel 2007” and “Microsoft PowerPoint 2007” trainings. Managed company’s contacts and mailings database. Prepared weekly management meeting agendas, minutes and progress reports. Received and replied enquiries on behalf of CEO, via emails and phone calls. Liaised with clients interested in various company products and services.

• 

  Tech Mahindra

  Dec 2010 - Aug 2013

   Compilation and graphical presentation of data from Cisco Unified Integrated Centre (CUIC), Avaya Historical reporting tool and Oracle Business Intelligence Discoverer databases. Analyzed spooled data, prepared and shared daily, weekly and monthly reports with Airtel and Tech Mahindra groups. Reported daily activities of the back office team via data spooled from TAB 7 CRM. Created and managed an intranet-enabled attendance system. Prepared Shift Schedules for over 20 teams in the inbound Call Centre. Created and manage an optimized leave roster which was linked to the attendance tracker. Monitored and reported SLA for various customer segments and escalated to management whenever there was a breach. Analyzed forecasted call volumes and scheduled staff accordingly for optimum productivity of the Call Centre. Managed Agent performance reports using historical data from CUIC and Avaya. Maintained a manpower database using a formatted MS Excel template and also maintained a Headcount administration tool. Maintained Attendance and Leave information using a Leave Template designed using MS Excel. Liaised with all role-players regarding resources needed for relevant compliance (Operations and Support). Prepared end of month Billing documentation for Tech Mahindra BPO. Represented Tech Mahindra management during several Operations meetings with client (Airtel Nigeria) Show less

  • MIS Executive

    May 2012 - Aug 2013

  • Call Center Representative

    Dec 2010 - May 2012
• 

  Stanbic IBTC

  Aug 2013 - now

  Ensured customer growth, loyalty and retention via sales and marketing of company’s products and services.Built and maintained strategic relationships with all employers within my coverage.Improved mindshare in employers and their employees by holding periodic customer forums and regular interactions through physical visits.Continuously encouraged and fostered new ideas and innovations by providing quality feedback on existing services.Developed an understanding of the various employers and their relevant industries, with the aim of providing excellent and tailored services to them.Aggressively grew SIPML’s market share in value (Assets Under Management) & numbers (RSA PINs).Drove comprehensive compliance to the PRA 2014 & PenCom regulations within employers on our records.Other responsibilities included:Providing appropriate and timely management reports.Effectively communication and follow-through on client requests to back office /support units.Maintained an updated comprehensive database for employers.Reduced reputational risk to SIPML by professional comportment & handling of responsibilities.Drove/assisted back office/support units to deliver on transactions within the stipulated timelines. Show less Ensured customer growth, loyalty and retention via sales and marketing of company’s products and services.Managed day-to-day planning, operation and problem-solving of the team to meet required service levels.Prepared and shared daily, weekly and monthly reports and analysis to ease management’s understanding of the happenings within the unit as it affect the business.Compiled, analyzed and shared data spooled from available historical reporting tools.Monitored inbound call arrivals real-time via a supervisory console and Wallboard.Reported weekly VOC to management through daily compilations from survey calls.Followed up on client requests and complaints by liaising with concerned units and provided timely feedback based on updates received.Evaluated inbound agent calls via a quality management tool for quality assurance and improvement of service delivery.Conducted training for new Contact Centre hires and was responsible for their seamless onboarding.Conducted one-on-one sessions and performance appraisals for team members. Grew team members through daily on-the-job grooming and supervision.Championed innovations which lead to various process improvements within the team and the business unit.Participated in the initial hiring and selection process of the frontline. Show less

  • Business Development Manager

    May 2016 - now

  • Team Lead

    Aug 2013 - May 2016