Abimbola Luwoye

Experience

• 

  MTN Nigeria

  Mar 2003 - Jan 2024

  Customer/Client Relation Analyst

  • Transformed customer interactions, delivering exceptional service and support to enterprise clients, resulting in a 20% improvement in customer satisfaction and retention rates.• Drove strategic alignment with clients' business requirements, contributing to the achievement of organizational goals and a 25% increase in client satisfaction.• Applied advanced data entry and analysis techniques, identifying trends and insights that translated into tailored solutions, elevating customer experiences and garnering a 15% increase in customer satisfaction.• Led key roles in tele-marketing campaigns and after-sales support initiatives, strategically fostering client engagement and fortifying post-purchase relationships, resulting in a 15% increase in customer loyalty.• Established and nurtured trade alliances and strategic partnerships, significantly expanding the company's market presence and driving substantial increases in revenue.• Proficiently conducted root cause analysis, utilizing strong analytical skills to identify and address underlying concerns, implementing proactive solutions that enhanced overall satisfaction and contributing to a 20% improvement in customer satisfaction. Show less

• 

  BlueSky Citadel

  Dec 2023 - now

  Scrum Master

  • Elevates leadership impact by facilitating all scrum ceremonies including Sprint planning, daily scrum, sprint review and retrospective, ensuring flawless execution of Agile practices. This initiative leads to a 25% improvement in overall team productivity and adherence to project timelines.• Leads a transformative change in team collaboration and operational efficiency by working closely with the product owner and expertly facilitating the SCRUM process, fostering a culture of productivity that results in a 15% increase in team productivity and a 20% reduction in delivery timelines.• Works effectively within the Scrum team to remove impediments and tracks them on Azure board.• Pioneers data-driven approach by meticulously tracking and reporting key Agile metrics, providing stakeholders with transparent insights. This contributes to a 30% increase in informed decision-making and effective future sprint planning.• Ensures a conducive environment which fosters self-organizing and self-managing team.• Establishes seamless communication channels between the Scrum team and stakeholders, resulting in an increase in clarity of objectives and expectations.• Adapts Agile practices to suit the team's unique needs, maintaining fidelity to core principles while fostering a flexible approach. This leads to a 20% increase in project adaptability and responsiveness.• Enhances project visibility through the creation and presentation of comprehensive burndown charts and velocity metrics, which leads to a 25% improvement in stakeholder decision-making and sprint planning.• Aligns development activities with business goals, leveraging a holistic understanding of both domains to drive projects toward successful outcomes and achieving a 15% improvement in project success rates.• Facilitates scrum master community of practices.• Leads multiple cross-functional agile teams to deliver a platform where mentors can collaborate with mentees. Show less