Babatunde Oladada

Experience

• 

  9mobile

  Dec 2009 - now

  • I am responsible for devising, planning and driving the redesign of 9mobile online service channels to create a best in class experience for customers, through effective co-operation with the proposition, products, marketing, brands and communication, Product Development and Channel teams• Responsible for define user experience (UX) guiding principles and interaction styles, championing best practice of user centric design (UCD) and usability • Identifying processes, policies and procedures which adversely impact customer satisfaction leading to churn• Analysing customer feedback and complaints to identify improvements to channel execution and brand perception, thereby ensuring maximum customer satisfaction is delivered across all touchpoints• Identifying opportunities for customers to do more with our innovative products and services, as well as achieve better results on our network with a view to increase overall customer satisfaction and tenure on our network• Promote up-sell and cross-sell opportunities across the existing base using customer intelligence and user behaviour• Build customer advocacy in the form of touch-point ideas which deliver emotional connections to customers• Review the monthly customer health-check reports to understand key drivers of satisfaction, dissatisfaction, advocacy and churn• Develop an action plan as appropriate to leverage or resolve key drivers of satisfaction and dissatisfaction respectively• Develop and administer the Customer Surprise and Delight program• Manage and drive adoption of self-service channels• Drive online Customer Education Show less • Server configuration, Server integration and deployment of CCHub software• Project coordinator and supervisor CC Automation Team • Create user-friendly, intuitive, fast-paced, real-time web pages• Researching, designing, implementing and managing software programs• Understand Project Management Methodology• Creating servers and databases for App functionality.• Writing and implementing efficient code• Maintain and continuously improve developed application.• Experience in all phases of software lifecycle• End to End development of CCHub and HRMS Software’s design stage to the production stage which are as follow:• Contact Center Hub Application• Outbound Campaign Manager Web Application• 9mobile Retail Management System and 9mobile Customer Forum• Development HR Recruitment System• Development of HR Management System Show less • High experience in Web design and software App (Developed different 5 web development projects called CCHub & Customer Forum targeting improving Customer Care Unit working relationship both internally & externally). • Collected customer feedback and made process changes to exceed customer satisfaction goals.• Provided accurate and appropriate information in response to customer inquiries.• Always Maintained up-to-date records.• Addressed customer service inquiries in a timely and accurate fashion.• Developed effective relationships with all call center departments through clear communication.• Trained staff on how to improve customer interactions and job effectiveness.• Assisted with the development of the call center's operations, quality and training processes.• Developed process improvements to enhance efficiency and effectiveness of inter-department call center operations.• Led and supervise a team of minimum of 15 customer service representatives to increase service center profitability.• Facilitated information flow between customer service, account management operations, quality assurance, training and payroll departments to guarantee call center objectives were met. Show less

  • Specialist, Online User Experience & Automation

    Jul 2022 - now

  • Lead developer of Contact Center Automation Team

    Nov 2015 - now

  • Specialist Intranet and HRIS Management

    May 2019 - Jul 2022

  • Specialist, Contact Centre Operations(Line Manager)

    Oct 2012 - Jul 2022

  • Call Center Analyst II

    Dec 2009 - Sept 2012