Femi Adeboye

Experience

• 

  New Look

  Mar 2007 - Jun 2008

  Sales assitant/ stock room maintance

  My main duty are listed as follows:* Maintaining the back of house* arranging delivery and stock count* putting prices on every delivery that we get * i usually work on the men's floor when I'm needed,

• 

  Costa Coffee

  Oct 2008 - Mar 2013

  Barista

  • Making teas & coffees and clearing tables• Cleaning coffee machines and till duties• Taking in and sorting deliveries • Kitchen Porter and Stock takes* Training staff member in order to make the perfect coffee standard by following company policy and standards.* Works as an assistant to the manager when she is not available

• 

  Sky

  Nov 2012 - Mar 2013

  Customer Technical Support Executive

  • Answering inbound and outbound calls, especially • Software, hardware, connectivity and troubleshooting for broadband, emails and telephone.• Making sales, answering billing queries, handling customer queries and also guiding customer with broadband troubleshooting. • Troubleshooting of email for residential and business customers.

• 

  HCL Technologies (eircom)

  Mar 2013 - Aug 2015

  Technical Support Executive

  • Configuring wireless network and smart phones issues.• Configuring and Troubleshooting Antivirus and Microsoft Software Update Service, local Area Networks (LAN), configuring party modems, Responsible for setting up and troubleshooting wireless network and internet connectivity at client sites.• Client emails: Outlook, Mac mail and thunderbird• Support of customer’s email program and company webmail system.• Producing Business support for business customer with IP address and other business related issues.• Used Remote Control system to remotely login into PC and laptop, in order to install and troubleshoot various software programs, (such as Windows XP Pro and home operating system).• Providing telephone support of residential services for internet connectivity..• Support of multiple routers including Netopia, Zxyel, belkins and other 3rd party routers.• Provide desktop support for workstations and Laptops running Win XP and Vista, Win 7, Win 8, Win 8.1 and Mac OS X. Show less

• 

  IDG Connect

  Aug 2015 - Jan 2016

  Business Development Representative

  • Communicate effectively with all potential clients about IDG's services and brand.• Implemented effective marketing campaigns and strategies to increase brand awareness, website traffic, and sales• Provided top-notch expertise to customers by having extensive knowledge of company products and services.• Provide professional outgoing customer service for technology partners (Microsoft, Cisco, etc.).• Ensure project implementation, process adaptation, and other tasks as needed.

• 

  Vodafone

  Feb 2016 - Jun 2021

  • Checked data integrity, accuracy and updated different systems/sources to make sure all reports were accurate.• Implemented a new evaluation process that effortfully enhanced employee performance.• To make critical decisions that will change company efficiency on a daily/weekly/monthly basis, I produce ad hoc reports and documents for senior team members.• By collecting and researching performance data, we were able to increase sales by around 10%. • Enhanced employee reporting breakdown through research and updating of 36 months of missing employee data.• Prepared current reports by researching data sources, collecting data, and designing outputs.• Set reporting requirements for supporting call center strategy and driving change.• Influenced troubleshooting report issues using in-depth analysis and creative problem-solving techniques.• Expert in analysis, design, and development of call center performance metrics.• Analysis of root causes and internal performance reports resolved variances in performance reports. Show less • Maintain and enhance client satisfaction by addressing issues in a proactive and knowledgeable manner.• Achieved outstanding customer service by responding to customer queries promptly and promoting the effectiveness and benefits of products.• During a continuous six-month period, achieved the largest call volume, best retention agent, and top TNPS and agent satisfaction scores.• Reduced 25% retention client cases by quickly and professionally addressing customer issues.• Streamlined operations to boost efficiency and raise standards for customer service. Show less

  • Workforce Management Reporting Analyst

    Sept 2016 - Jun 2021

  • Telesales / Customer retention representative at Vodafone

    Feb 2016 - Aug 2016
• 

  Facebook

  Jun 2021 - Jul 2022

  WorkForce Capacity Planning Specialist

  • Creating, reviewing, and delivering a monthly/quarterly/annual capacity plan so the business knows what demand to expect for this year and the following year.• Collaborate with internal Facebook teams to examine the inputs we are using, the trends we are seeing in actuals vs. forecasts and the anticipated upcoming events to develop the capacity plans and better anticipate future events.• Conduct bi-weekly/quarterly and ad-hoc capacity checks to determine the level of resources available, by area of the business and to support upcoming projects.• Identify areas of improvement for our inputs, assumptions, and capacity plans to enable us to deliver more accurate forecasts iteration by iteration.• Engage with key stakeholders to determine how they are using our information and how we can enhance our delivery of value to them.• Ensure the end-to-end process is efficient, effective, and at a high-quality level, collaboration with our client and partners to build trust and boost insights to guide the right business discussions and decisions.• Analyzed spending and provided financial recommendations to directors at monthly meetings.• Developed accurate budgets based on trend data and financial forecasts.• Analyzed and monitored variances and recommended changes to management to increase financial status. Show less

• 

  TikTok

  Jul 2022 - now

  Capacity Planning Analyst