Ufuoma Adegor

Experience

• 

  ABC TRANSPORT PLC

  Jan 2019 - Dec 2019

  Content Manager| Support Analyst

  • Spearheaded the management of team social media accounts, resulting in a 20% increase in engagement and a 15% growth in followers over six months.• Organized and maintained customer information and account data, enhancing business planning efficiency and contributing to a 10% improvement in customer service responsiveness.• Ensured a superior customer experience by actively listening, answering queries, and efficiently scheduling appointments, achieving a 95% customer satisfaction rate.• Managed inbound and outbound calls, executed effective email filtering and responses, and volunteered at community pantry sessions, showcasing a solid commitment to community engagement.• Monitored and enhanced the entire customer lifecycle, from onboarding through continual engagement to renewal and expansion, resulting in a 12% increase in customer retention.• Addressed client dissatisfaction, providing regular updates and maintaining frequent contacts, resulting in a 15% improvement in overall client satisfaction.• Facilitated seamless communication with external stakeholders and internal teams, ensuring a cohesive and collaborative work environment. Show less

• 

  Interswitch Group

  Sept 2019 - now

  • Identify the business needs and deploy potential solution by evaluating information from diverse sources, reconcile conflicts, translating complex information to compreh.ensive insights, fostering informed decision-making to the successful execution of a project.• Design and implement a tracking system for client requests and complaints, reduced client resolution turnaround time to 24hrs, and achieved a 50% average customer satisfaction rating within 6 months• Develop process flow designs, identifying and addressing operational needs, leading to a 20% increase in overall efficiency.• Identify manual processes for automation resulting in a 15% reduction in manual workload and a substantial enhancement in task accuracy.• Gather business requirements and translate them for the technical team using Miro, Gliffy diagrams and function design documents.• Ensure complete resolution or escalation of customer service requests, promptly communicated on progress, and handled customers with a consummately professional attitude. • Conduct regular performance reviews with customers, including relevant content and participants to help advance the customer’s business goals and objectives • Execute process optimization initiatives on existing workflows, achieving a noteworthy 5% improvement in overall process effectiveness and a 10% reduction in turnaround time. Show less • Liaised with operational, finance, and technical teams across the organization to identify opportunities, develop sound business cases, and drive measurements of actions.• Communicated business requirements to diverse stakeholders, including enterprise data and information leads, solution leads, and development teams working collaboratively to develop business solutions.• Assisted client in the development of business requirements, including identification of opportunities for improvement and optimization of business processes• Contributed to formulating strategies for business improvements and assist in their implementation and measurement.• Assisted in developing analysis workflow improvements to raise effectiveness by 10% and decrease errors by 15%.• Developed and enhanced relationships with key business stakeholders, actively manage expectations and monitor satisfaction levels.• Partnered with the team to perform root cause analyses when facing problems and develop innovative solutions for operational and strategic changes Show less • Developed a database with information on key features and customer preferences, which enabled the team to transition to a cross-product team.• Responded to client and corporates users who requested assistance, guided them with the process, experience, and system queries, and resolved transaction complaints • Performed and verified quality checks on appropriate account opening papers to confirm that it is acceptable and conducted by corporate procedures and regulations.• Addressed client complaints, questions, or issues, including written mail, and escalated through the appropriate channels when necessary.• Communicated with both external and internal bodies and gave out information to company partners and customers• Worked with CRM Software, pay direct, extra switch, Identifying, logging, and escalating priority issues. Show less

  • Business Analyst | Process Improvement Expert

    Sept 2021 - now

  • Business Analyst (Volunteered)

    Aug 2022 - Oct 2022

  • Service Desk Representative(Inbound and Outbound Support)

    Sept 2019 - Aug 2021