Kayode Ayodele Email & Phone Number

Lagos, Nigeria

Lagos, Nigeria

• Leading a team of MIS Analytics Officers in the Contact Centre & Customer Service Department.• Providing strong reporting and analytical information support to the management team.• Ensuring the data held on the MIS system is accurate and complete. • Supporting the production of reports & and analysis of data from the MIS statistics using Business Manager, Dynamic Case Management, SatMetrix etc.• Designing and planning staff schedule across different Line of Business to ensure SLAs & KPIs are met• Ensuring customer complaints are well captured on CCMS and CBN portals• Generating Invoice for Bank's Telephony Billing• Manpower planning and forecasting• Planned and unplanned shrinkage management • Workforce and Performance Management• Moderation of staffs' work overtime,• Escalation and follow-up of service/product downtime and degradation,• Generating and preparing Ad-Hoc report• Implementation of a Business Continuity Plan in the unit• Attending and participating in cross-functional meetings

Lagos, Nigeria

• Head of MIS Unit.• Performing data analysis for generating reports on a periodic (daily, weekly, monthly & yearly) basis.• Provide strong reporting and analytical information support to the management team.• Analyze business information to identify process improvements for increasing business efficiency, provide business intelligence insight for effectiveness.• Participate in cross functional meeting and review.• Designing & planning daily roster for Contact Center Agents & Team Leads using call trends, peak day, peak hours and other metrics to ensuring KPI (SLA, AL, AHT, ASA) are met• Prepares technical reports by collecting, analyzing, and summarizing information and trends.• Manpower planning and resource forecasting using historical data and trend• Monitors project progress by tracking activity; resolving problems; publishing progress reports; recommending actions.• Provide recommendations to update current MIS to improve reporting efficiency and consistency.• Generate and distribute performance management reports (such as Schedule Adherence, Login Time, Active State time report) in an accurate and timely manner.• Payroll attendance moderation.• Performance and incentive analysis.• Advanced user of Microsoft offices (Ms Excel, MsWord, Powerpoint), Tableau, ERP & CRM.

Management of Debt Collection Team of about 20 Collection & Telesales AgentsPreparing of performance reports; Call attempts, call connected, promise to pay (PTP) & follow upDaily outbound call performance report Review of Loan delinquencies & bucketsBusiness Review & decision making Management of 5 Key Client Accounts

Lagos, Nigeria

Performing data analysis of Business Significance & generating reports on periodic basis for Lagos Operations, Abuja Distribution Center and other locations.Analyzing business information to identify process improvement for increasing business efficiency and effectiveness.Implementing systems to capture business operation information.Providing strong reporting and analytical information support to management team.Working with big data and providing actionable insights.Developing MIS dashboard for customer management and internal communication.Working with App Team in building Database App for company usageUpdating service call of Technicians Activities on SPS (IDU and Panel) with the aid of CRM & ERP.Attendance & Leave SPOCTraining of staffs on Microsoft Offices

Mtn Process (Ibadan & Ilorin)

Provided reporting & analytical support to MTN Liberia & South SudanManagement Information System; Raw Data Management, Data Analysis & Presentation and Employee Information & Database Management.Performance Management; Breaks in schedule designing, Key Performance Indicator, Incentive Management, Agents Performance Report publishing and Schedule Adherence monitoring.Real Time Analysis and Monitoring; Provide real time monitoring & analysis for efficiency and achieving business objectives such as SLA.Reporting; Accurately generating daily, weekly & monthly report on analysis, preparing intra day report on staffs attendance, Rostering and Scheduling: Forecasting and planning of Monthly Roster to enhance productivity, scheduling of staffs for Product Knowledge Test & other required training.

Ibadan, Nigeria

Business Analysis and AppraisalCredit Risk Identification and AnalysisProcessing and Monitoring of loans.Developing of Advans La Fayette MFB loan clientele. Developing savings and deposits portfolio for the target groups.Recovery of Loan/Debt and Management of ArrearsMarketing/Selling company's products and services to prospective clientsTeam Leader Replacement.

Form 6 Tutor BiologyAgricultural Science

Iwere College Koko, Warri-North Lga, Delta State

Biology and Mathematics TutorSupervised Biology Practical sessionsPresident - Environmental & Construction NYSC CDS Group, 2009 Batch B

Ile Ife, Osun State

Zoology Department Laboratory Assistance,Preparation & Mounting of Slides for microscopy,Laboratory Test,Administrative Activities.

Bachelor Of Science - Bs, Environmental Biology

Activities and Societies: Thesis: Impact of PCV and Antioxidant on malaria infection during pregnancy. Member: Federation of Ekiti State.

Ssce, Sciences

Activities and Societies: Member - 2021 Electoral Committee OGSA Old Student Association, Lagos Branch.

First School Leaving Certifcate

Masters In Environmental Management(Mem), B+

Activities and Societies: Course Work