Ifeoluwa Ogunjobi

Experience

• 

  ASSOCIATION FOR REPRODUCTIVE AND FAMILY HEALTH

  Dec 2011 - Oct 2012

  Youth Development Specialist

  • Proposal Writing for grants and Coordinated the Youth Rescue Club Unit.• Health Education for secondary school students on Adolescent Reproductive Health Issues.• Participation and supervision of activities in the AIDS Preventive Initiative project (APIN).• Assisted the POP COUNCIL representatives during their HCT outreach to Clients of Female Sex workers.

• 

  SOLOMON GRACE INTERNATIONAL SCHOOL

  Jan 2013 - Apr 2013

  Teaching Professional

  • Taught students based on national curriculum guidelines within specialised subject areas and also planned, prepared and delivered lessons.• Encouraged student participation in lessons and in other school-related activities.Supporting the leadership team to implement the school’s development plan.Assessing and reporting on the behaviour of students.• Provided educational and social guidance to students and signposting them to specialist areas of advice when needed and ensured the highest standards of quality and applying the most up-to-date teaching methods. Show less

• 

  Access Bank Plc

  Sept 2013 - Nov 2023

  • Supervision and management of the Call Center, call monitoring, coaching and feedback, training, disciplining, and reviewing and evaluation of agent’s interactions.• Write up scripts used for interactions on all channels, FAQ's that are used on the job to ensure that staff are able to engage customers in the best of ways.• Oversees resolution of employee relations issues and performance standards, productivity and service standards. Conduct hiring, training, and evaluation of staff• Assist in development of Call Center programs and process improvements to enhance the level of internal and external customer service provided Proactively identify trends based on monitoring and provide formalized feedback to Leads, Managers and superiors based on findings• Manage the reporting of quality analysis measurements and trends to periodically report progress• Recommend procedural changes and training opportunities to department management. Weekly training of all teams in the Contact Center on both Soft skills and products and also conduct assessment tests.• Develop regular SLA tracking, compliance audits, security checks and Quality Assurance standards• Build key differentiators of success including strategic drivers like customer satisfaction and customer experience surveys, continuous improvements and active business intelligence Show less • Coordinated product and sales campaigns in the Contact Center to create awareness of the Bank's products to existing and potential customers. • Managed the executed periodic customer service and products surveys, built call scripts and survey questionnaires where required.• Coaching and mentoring of direct reports and provide one-on-one counselling sessions • Carried out performance appraisals at appropriate times and also oversee and assist in resolving escalated operational and customer service issues. • I ensured a reduction of 20% of the banks dormant accounts in the system. The Liability generation grew by 40%. I conducted relevant periodic trainings for direct reports.• Managed seamless migration of channels platforms with customers via telemarketing platform Show less

  • Training And Quality Manager

    Sept 2015 - Nov 2023

  • Telemarketing Manager

    Sept 2013 - Sept 2015
• 

  Sterling Bank

  Nov 2023 - now

  Head Customer Experience Services