Ayodeji Salami Email & Phone Number

Lagos, Nigeria

Lagos State, Nigeria

• Conducts regular audits of customer interactions across channels (phone, chat, email) to ensure adherence to quality standards.• Analyzes CX data to identify trends, areas for improvement, and training needs for support teams.• Collaborates with customer service teams to establish and refine quality benchmarks.• Develops detailed reports on CX quality metrics, highlighting root causes and actionable insights.• Provides feedback to agents based on quality assessments to enhance customer interactions.• Participates in the development of quality training programs to address identified performance gaps.• Monitors and measures the impact of process changes on customer satisfaction and quality scores.• Uses data-driven insights to support continuous improvement initiatives within the CX department.• Analyzes large datasets to generate insights into operational efficiency and quality performance.• Develops dashboards and visualizations in tools like Tableau, Power BI, or Excel to track key performance metrics.• Conducts root cause analysis on quality issues, identifying trends and recommending corrective actions.• Supports the design and implementation of quality improvement initiatives across teams.• Provides regular reports and ad hoc analyses to management on quality metrics and improvement progress.• Collaborates with cross-functional teams to optimize processes based on data insights.• Ensures data integrity by conducting regular data audits and validation checks.• Transforms complex data into actionable insights for decision-makers, enhancing organizational performance.

Ontario, Canada

• Design, develop, and enhance analytics reporting that facilitates the extraction of valuable business insights and empowers key decision-making processes.• Collaborate closely with business stakeholders to comprehensively grasp their reporting needs and develop tailored solutions utilizing proficiently Excel, Tableau, Power BI, and SQL tools.• Deliver compelling presentations of KPI reports and key discoveries to senior management and stakeholders across all levels of the organization, aptly articulating the narrative conveyed by the data. • Identify the root cause of data deficiencies and recommend improvements to business systems/business processes• Develop and maintain reports in Excel, Power BI, and Tableau

Lagos, Nigeria

¤ Defines the standards, methods, and procedures for evaluating the accuracy, and reliability of procedures which can include standard procedures, quality audits/review and methods¤ Assists the business leaders in gathering and analyzing data on business performanceIdentify gaps in delivery of quality metrics, identifying opportunities for improvement and implementing these plans within the team.¤ Support of quality system data analysis and metrics for KPIs and other reportable forums¤ Responsible for identifying and resolving potential work quality issues to resolve customer satisfaction issues¤ Ensures adherence to quality assurance guidelines to ensure 100% customer/client satisfaction¤ Responsible for monitoring and reporting to the management team any performance issues¤ Review recorded and active calls of team members to identify areas in need of improvement and provide coaching to improve quality¤ Review team communications with customers to identify areas in need of improvement and provide coaching to improve quality¤ Review client feedback to identify areas in need of improvement and provide coaching to improve quality¤ Identify and document best of breed practices to ensure uniform delivery of service excellence across teams

Victoria Island, Lagos

• The first point of contact with the customer.• Update and maintain billing records and documentation every day.• Retrieve the right document from the client file to generate claim form.• Compile and analyze the customer's technical requirements to give the best advice.• Take, own and close the customer support tickets as assigned, seeking support where required.• Fully document every query, including all resolution steps to ensure documentation best practices.• Protect confidential and sensitive information and materials.• Ensures high levels of customer satisfaction by communicating with customers throughout the incident duration while managing the resolution activities.• Works with technical and operational areas of the company to ensure cross-departmental processes are accurately documented and updated as needed to ensure ongoing success.• Contributes to 24x7x365 availability for customer's mission-critical network services.• Foster and maintain a proactive approach to customer happiness, identifying and correcting customer satisfaction concerns before they become problems.

Canada

Data analytics is the systematic examination of extensive datasets to identify concealed patterns, correlations, market trends, customer preferences, and other valuable insights that inform strategic business decisions. This process employs a range of techniques and tools, including statistical analysis, machine learning, data mining, and data visualization. Data analytics is applicable across various industries, such as finance, healthcare, marketing, and manufacturing, where it is utilized to optimize operations, enhance customer experiences, and foster innovation.Job Description• Design, develop, and enhance analytics reporting that facilitates the extraction of valuable business insights and empowers key decision-making processes.• Collaborate closely with business stakeholders to comprehensively grasp their reporting needs and develop tailored solutions utilizing proficiently Excel, Tableau, Power BI, and SQL tools.• Deliver compelling presentations of KPI reports and key discoveries to senior management and stakeholders across all levels of the organization, aptly articulating the narrative conveyed by the data.• Identify the root cause of data deficiencies and recommend improvements to business systems/business processes.• Develop and maintain reports in Excel, Power BI, and Tableau

Abeokuta

• Attending to the customer on MTN Nigeria network queries in one call resolution.• Communicating with clients and customers about their experiences with a product or service.• Providing advice on purchasing products or services.• Answering client or customer questions about properly using or accessing a product or service.• Listening to customer or client complaints or concerns and working to resolve their issues• After-sales support.• Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.• Check to ensure that appropriate changes were made to resolve customers' problems.• Resolve all inbound and outbound support requests per established guidelines.

Arepo, Ogun State

• Deliver presentations to doctors, practice staff and nurses in GP surgeries, hospital doctors and pharmacists in the retail sector.• Provide competitive information such as bid situations, pricing data, or bundling arrangements in order to establish negotiated pricing contracts for assigned products.• Improve product knowledge and sales techniques.• Travel throughout assigned territory to call on regular and prospective customers to solicit orders or talks with customers on the sales floor or by phone. • Research competitors.• Coordinate all issues with key clients between sales, service, support, customer services, marketing, and finance.