Talk to sales Try for Free
Temitayo Medubi

Temitayo Medubi

Call Center Team Lead

Followers of Temitayo Medubi489 followers
location of Temitayo MedubiLagos State, Nigeria

Connect with Temitayo Medubi to Send Message

Connect

Connect with Temitayo Medubi to Send Message

Connect

  • Timeline

  • About me

    Contact Center Operations Manager | CX & CS Operations | Data Scientist | Data Analyst | Operations Management | Contact Center Set up & Training| Service Delivery Expert | Customer Support Management Specialist.

  • Education

    • BOWEN University, Iwo, Osun State

      2004 - 2008
      Bachelor's degree Accounting and Finance

      Activities and Societies: Table Tennis and Volleyball Graduated with a strong academic background in accounting and financial management from Bowen University, one of Nigeria’s premier private institutions. My time at Bowen equipped me with critical problem-solving and analytical skills, which I have successfully applied in my professional career.Beyond academics, I was an active member of the school church choir, where I cultivated teamwork and leadership qualities. I also completed the discipleship class program of the Nigerian Baptist… Show more Graduated with a strong academic background in accounting and financial management from Bowen University, one of Nigeria’s premier private institutions. My time at Bowen equipped me with critical problem-solving and analytical skills, which I have successfully applied in my professional career.Beyond academics, I was an active member of the school church choir, where I cultivated teamwork and leadership qualities. I also completed the discipleship class program of the Nigerian Baptist Convention, which further strengthened my commitment to service and personal growth. These experiences helped shape my well-rounded approach to leadership, collaboration, and fostering positive environments both personally and professionally. Show less

  • Experience

    • MTN Nigeria

      Jun 2012 - Jul 2015
      Call Center Team Lead

      Led a 15-member team in providing exceptional customer service, achieving a 30% increase in positive customer feedback and a 50% improvement in customer complaint resolution times.Developed and implemented a survey to identify and address the root causes of low sales, leading to a 20% increase in sales and improved team productivity.Mentored and coached team members, resulting in several promotions within the team and consistently high performance across the board.

    • ISONXperiences - Leading BPO Service Provider in Africa

      Aug 2015 - Mar 2021
      Team Manager

      Led a high-performing team of 25-30 Customer Service Agents, consistently exceeding performance targets and cultivating a culture of excellence.Recognized as "Best Team Lead" in 2017 and received multiple performance-based awards, showcasing consistent leadership excellence.Successfully mentored and developed team members, with three direct reports promoted to Team Coach, Team Lead, and Quality Officer roles between 2017-2019.

    • ConSol Limited

      Sept 2021 - Feb 2022

      Orchestrated a dramatic reduction in contact center shrinkage from 23% to 2% within just 3 months, significantly improving operational efficiency and resource utilization.Implemented a data-driven approach to identify skill gaps, resulting in tailored employee training programs that increased productivity by 20%.Earned a rapid promotion from Contact Center Supervisor to Assistant Manager within 6 months, based on exceptional performance and strategic contributions. Developed and implemented an innovative workforce scheduling system, optimizing agent availability and improving service level adherence by 30%.Revamped KPI parameters for agents, aligning them more closely with client objectives, which led to a 25% improvement in overall contact center performance.

      • Contact Center Operations Supervisor

        Mar 2021 - Feb 2022

      • Contact Center Supervisor Lead

        Sept 2021 - Jan 2022

    • Ikeja Electric | Sahara Group

      Feb 2022 - now
      Contact Center Operations Manager

      Spearheaded data-driven optimization of contact center operations, improving KPIs across all channels including inbound/outbound calls, email, social media, and live chat.Implemented advanced data analysis techniques to enhance customer journey mapping, leading to the identification of key pain points and subsequent 20% increase in customer satisfaction scores.Developed comprehensive dashboards using Power BI, providing real-time insights that enabled stakeholders to make data-informed decisions, improving operational efficiency by 15%. Show less

  • Licenses & Certifications