Wale Ojo

Experience

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  Vodafone UK (SME Enterprise Group)

  Sept 2007 - Aug 2008

  Partner Care Advisor

  • Improved team performance from 17th to 4th within 2 months (U.K-wide) through the design of incentive/rewards scheme for team members. • Consistently achieved individual/team sales and customer service targets (3 months in a row) by identifying opportunities to enhance customer experience • Led the 2nd-line resolution team in charge of escalated customer enquiries, reviewed customer accounts to identify and resolve pending/future issues. • Mentored newly recruited agents; coaching them on sales and customer services processes; developed feedback and coaching plans for continuous learning and development.• Facilitated team coaching sessions and bi-monthly team-talks.• Created and implemented coaching plans for bottom performers Show less

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  Telefonica UK (O2)

  Sept 2008 - Aug 2009

  Business Support Analyst

  Client: LycaMobile UK (MNVO). Made $50,000 in savings through the redesign of aging report to track potential fraudulent accounts. Also reduced the month-end close process by 48-hours.• Performed the daily download of CDR and bulk inserting rateable sequences into the Pre-Rating Tables; reconciled and map CDRs according to set criteria. • Managed and monitored the billing process in accordance with business SLA’s.• Coordinated the resolution of all billing related issues.• Interfaced with the billing & tariff teams to get root cause per issue raised and liaised with the MNVO to make required changes and investigated incidents raised.• Provided weekly performance reports and other ad-hoc management reports as required. Show less

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  Vodafone UK

  Sept 2009 - Nov 2013

  • Managed the Service delivery process for a corporate client – HSBC (U.K) Plc. The process covers all aspect of services to be delivered according to the SLA framework, adhering to key performance indicators and flexible delivery capacity requirements.• Implemented the process to ensure timely resolution of key escalations; addressed concerns related to performance, timeliness and quality of service delivery. • Coordinated the monthly service review with the client to discuss current engagements as well as strategic priorities. • Developed the business case for technology investments and application support required to meet the tactical/strategic needs of the client.Achievement:• Contributed significantly to the renegotiation of a 2-year service contract worth $25million.• Supervised the conversion from 2G to 3G of in-building cellular base stations at client’s location across UK. Show less SME Enterprise Group. Worked with a team of business analysts to review and refine the end-to-end business requirements for the entire customer experience.• Mobilized the teams (Billing and Customer Finance) that validated customer and accounting data from the legacy system to the new platform (ZYGO – GEMINI).• Coordinated the testing process during the development stage to ensure functionalities conform to business requirements and manage any change requests.• Managed the delivery process, system change and business readiness to support the Remedy 7 Ticketing system rollout across VF contact centre. • Acted as the intermediary between business and technical stakeholders to identify pain points in existing procedures (As-Is); recommended changes to improve efficiency/mitigate cost (To-Be). Show less

  • Service Co-ordinator

    Jan 2011 - Nov 2013

  • Business Operations Analyst

    Sept 2009 - Dec 2010
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  Continental Satellite Ltd

  Jan 2014 - now

  Customer Service Manager

  • Designed the customer operations strategy by conducting needs assessments, performance reviews, capacity planning; identified and evaluated technologies; defined business requirements; quality and customer-service standards; contributed valuable customer information to organizational strategic plans and reviews.• Achieved a 22% boost in customer loyalty via significant reduction in customers with bad effort score (CES – Customer Effort Score). Implemented a multi-channel customer experience strategy. Improved the Net Promoter Score from negative to positive. • Recorded a 30% increase in customer support productivity via substantial reduction in the following; average reply time, average resolution time, average handle time and the number of replies per case.• Attained a 10% reduction in churn rate through improvements in service performance level. Show less