Ebenezer Adogbo

Experience

• 

  Citilink Magazine

  Aug 2004 - Dec 2004

  Marketing and Circulation Officer

   Maintains awareness of competitive rates and enhance sales and distribution for the company Ensures and monitor effective circulation to key distributors Profile target customer, identify target market and conduct suitable research and expand customer base Recommend, supervise and monitor appropriate adverts and promotional Strategies

• 

  De-United Foods Industries Ltd (Indomie)

  Jan 2005 - Feb 2007

  Brand Executive

   Assist in developing strategy for driving growth Co-ordinate and execute promotional activities. Co-ordinate all merchandising and POS materials Assist in co-ordination and executions of sponsorships Receiving, tracking and reconciling media track report Update and document accurate records of all media publications (hard & soft copies) Ensure prompt and accurate reconciliation of all media vendor invoices Actively participate in Agency meetings as required Prepare periodic performance reports Coordinate with Finance & Accounts department to process payment of all third party media agencies Monitor media channels and publications for relevant information Tracking of budget and actual spend Sales to Trade (STT) tracking, reporting and analysis Departmental NIS ISO 9001:2000 representative, responsible for all documentation and coordination between internal and external auditors Show less

• 

  Celtel Nigeria

  Mar 2007 - Apr 2008

  Customer Care Consultant

   Resolve Customer Queries Identify and resolve customer queries effectively and efficiently, whilst maintaining the acceptable service quality standard Follow through on customer queries ensuring prompt resolution and feedback Escalate and route customer issues to the relevant process operators Perform necessary system transactions related to customer request Use organization and time management tools to track cases and meet turn-around-times and other required metrics; Promote Company Products and Services Market Airtel products and services to current and potential customers Provide advice to customers on what package(s) will suit their needs Enlighten and educate customers on new products and initiatives within Airtel Educate customer on use of products and services Provide information regarding account or product enquiries Show less

• 

  Zain Nigeria

  Apr 2008 - Mar 2009

  Assist in developing marketing strategies to sell designed products Development of marketing procedures and operational guidelinesfor Data services deployment for the Consumer, Corporate, and SME segments Responsible for Program Management for all Mobile Data projects as identified and approved To ensure that launched Data services meet quality assurance standards of Anynetwork Nigeria, as well as revenue assurance standards. Coordinate with vendors / mobile-internet resellers to push product to target market Coordinate & facilitate meetings with vendors / mobile-internet resellers Support Products to ensure timely resolution of all issues and implement updates. Ensure that product reviews are carried out from time to time. Ensure all product/service development phases have required resources and approvals. Coordinated & Liaise with internal department, appointed agents & representatives in new business development to effectively launch & execute the set project. Show less

  • Data Service Executive

    Aug 2008 - Mar 2009

  • Back Office Executive

    Apr 2008 - Aug 2008
• 

  Airtel Nigeria

  Aug 2009 - Mar 2011

  Team Lead Call Centre

  Actively manage the right number of properly skilled people and supporting resources put in place to deliver quality service. Monitor schedules to ensure Agents adherence to schedule. Carry out quality evaluations based on the agreed scoring methodology. Conduct monthly and quarterly performance appraisals for staff in their sub teams. Ensure that all agents in the sub-teams receive required coaching every month. Ensure required tools for agents to perform are available to agents 24/7 Collation and analysis of Daily, weekly and monthly quantitative reports and make adequate recommendations to management on call reduction techniques. Conduct quality monitoring. Meet agreed minimum performance in quarterly 360 degrees feedback on: ability to provide a positive working environment Leadership style. Ensure systems and application availability to assist the performance of the call centre Show less

• 

  Spanco BPO

  Mar 2011 - Apr 2013

  • Setting and meeting performance targets;• Collects, maintains and interprets data pertaining to Call Center operations. liaising with team leaders, operatives and third parties to gather information and resolve issues;• Monitoring random calls to improve quality, minimize errors and track operative performance;• Reviewing the performance of staff, identifying training needs and planning training sessions;• Using recording statistics on the performance levels of the centre and preparing reports;• Assist in organising staffing, including shift patterns and the number of staff required to meet demand liaising with Work Force;• Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes;• Assist in analyzing data against set targets on a weekly and/or monthly basis(through reports);• Coordinate, schedule & participates in meetings on a regular basis, or as scheduled. Show less Actively manage the right number of properly skilled people and supporting resources put in place to deliver quality service. Monitor schedules to ensure Agents adherence to schedule. Carry out quality evaluations based on the agreed scoring methodology. Conduct monthly and quarterly performance appraisals for staff in their sub teams. Ensure that all agents in the sub-teams receive required coaching every month. Ensure required tools for agents to perform are available to agents 24/7 Collation and analysis of Daily, weekly and monthly quantitative reports and make adequate recommendations to management on call reduction techniques. Conduct quality monitoring. Meet agreed minimum performance in quarterly 360 degrees feedback on: ability to provide a positive working environment Leadership style. Ensure systems and application availability to assist the performance of the call centre Show less

  • Ag.Assistant Manager Operations (Airtel Nigeria Process)

    Nov 2012 - Apr 2013

  • Team Lead Call Centre (Airtel Nigeria Process)

    Mar 2011 - Nov 2012
• 

  Ison BPO International Ltd

  May 2013 - May 2015

  Assistant Manager Operations (Airtel Nigeria Process)

  • Setting and meeting performance targets;• Collects, maintains and interprets data pertaining to Call Center operations. liaising with team leaders, operatives and third parties to gather information and resolve issues;• Monitoring random calls to improve quality, minimize errors and track operative performance;• Reviewing the performance of staff, identifying training needs and planning training sessions;• Using recording statistics on the performance levels of the centre and preparing reports;• Assist in organising staffing, including shift patterns and the number of staff required to meet demand liaising with Work Force;• Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes;• Analyzing data against set targets on a daily/weekly/monthly basis(through reports);• Coordinate, schedule & participates in meetings on a regular basis, or as scheduled.• Driving & motivating the inbound teams to achieve Upselling targets• Managing back office team in achieving desired KPIs. Show less

• 

  ISON BPO LTD

  May 2015 - Feb 2016

  Deputy Manager Operations (Airtel Nigeria Process)

  • Setting and meeting performance targets;• Collects, maintains and interprets data pertaining to Call Center operations. liaising with team leaders, operatives and third parties to gather information and resolve issues;• Monitoring random calls to improve quality, minimize errors and track operative performance;• Reviewing the performance of staff, identifying training needs and planning training sessions;• Using recording statistics on the performance levels of the center and preparing reports;• Assist in organising staffing, including shift patterns and the number of staff required to meet demand liaising with Work Force;• Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes;• Analyzing data against set targets on a daily/weekly/monthly basis(through reports);• Coordinate, schedule & participates in meetings on a regular basis, or as scheduled.• Driving & motivating the inbound teams to achieve Upselling targets• Managing back office team in achieving desired KPIs.• Setting and meeting performance targets for speed, efficiency, sales and quality delivery• Ensuring all relevant communications, records and data are updated and recorded• Advising clients on products and service available• Liaising with supervisors, team leaders, operatives and third party to gather information and resolve issues• Handling of the most complex customer complaints Show less

• 

  Ison BPO International td

  Feb 2016 - Aug 2018

  Manager Call Centre Operations (Airtel Nigeria Process)

  • Managing the daily running of the call center(with 500 associates & 23 Team Leads & 4 Assistant Managers), sourcing equipment, effective resource planning and implementing strategies and operations. While liaising with other departments.• Establish a high standard for productivity, quality, and customer service as well as define user guidelines, by ensuring that Standard Operating Procedure (SOP) is maintained.• Maintain consistent professional improvement through company provided workshops, tracking call center trends and active participation in team projects.• Ensure capacity planning of 500 associates are fully aligned to volume & inflow of daily calls offered.• Support human resources department in recruitment process by interviewing potential hires and communicating job expectations. • Manage and improve center performance through performance monitoring, problem resolution, system audits and quality assurance measures.• Design Key Performance Indicators/ Key Result Areas for implementation, conduct staff performance reviews, assess needs, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; planning and reviewing compensation actions; enforcing policies and procedures.• Ensuring the center’s profitability by reducing cost. Cost/benefit analysis and other operational strategy assessments.• Leading team on all performance review with both client & internal stakeholders on target KPIs expectations & deliverables.• Leading Interface / sessions with all regulatory bodies/agencies in conjunction with Airtel Nigeria Service Delivery Team. • Implement departmental expenses in alignment to approved operational budget while same is reviewed.• Manages the customer relationship road map from a strategic relationship perspective• Owns the execution of operational SLA delivery and escalations• Full responsibility for continuous improvement of customer relationship performance metrics and customer satisfaction Show less

• 

  National Space Research & Development Agency (NASRDA)

  Jan 2022 - now

  Chief Administrative Officer

  • Aim to support better business decision making for the company• Source for viable businesses for training and consultancy• Engaging and interfacing with clients, businesses, organizations and institutions on Geospatial activities.• Basis agreement and specification with client, I share detail requirement with the Technical unit (of GeoApps plus) to prepare proposal.• Coordination of training on geospatial intelligence and any other training.• Facilitate meetings with clients and stakeholders for the interest of the company• Create awareness on the activities of the company through interaction and communication with prospective clients and stakeholders.• Follow up on budgets allocations of MDAs as it relates to Geospatial activities/services or solutions on where training and consultancy can be proffered.• Working with the product development team to launch new products• Creating policies and procedures regarding collating and analyzing data to improve business decisions. • Critically evaluating and screening data, plus profiling to identify any issues.• Developing new data analysis processes • Assessing analytics on an ongoing basis • Extending knowledge of Business Intelligence to provide ongoing refinement of processes to improve operations• Continuous updating of database of clients on systems accordingly and appropriately Show less