Kolade Olajide Email & Phone Number

United States

Customer Experience; Supportive Supervision; Stakeholder Management; Standard Operating Procedures; Training; Quality Assurance and Monitoring.

• Responsibilities:
• Developed and implemented a comprehensive customer experience strategy and plan aligned with the company's customer experience goals.
• Inspired a team of CX practitioners, fostering a culture of customer-centricity and driving organizational change.
• Utilized customer feedback from NPS and CSAT surveys and drew insights to prioritize service drivers and make informed decisions for improvement.
• Optimized end-to-end customer journeys across the ecosystem, identifying pain points and implementing solutions for enhanced customer experience.
• Collaborated with cross-functional teams to ensure a seamless and consistent customer experience, leading to an NPS of 40 at the end of 2023.

• Responsibilities:
• Led the mapping of customer journeys to identify pain points and opportunities for improvement across various touchpoints.
• Conducted in-depth customer and competitor research to gain insights into market trends, customer preferences, and competitive positioning.
• Implemented innovative customer retention strategies to enhance customer loyalty and drive repeat business.
• Managed the customer lifecycle, ensuring a seamless and engaging experience from acquisition to retention.
• Conceptualized and proposed UX ideas to enhance user satisfaction and usability of digital platforms and products.

Lagos, Nigeria

• Responsibilities:
• Spearheaded the mapping of customer journeys to identify touchpoints and optimize the overall customer experience.
• Conducted thorough customer and competitor research to gain insights into market trends, customer preferences, and competitive positioning.
• Developed and implemented strategies to enhance customer retention and loyalty.
• Managed survey programs to collect feedback and insights from customers, driving improvements in products and services.
• Utilized advanced analytics techniques to analyze customer behavior across their lifecycle and identify opportunities for optimization.

Nigeria

• Responsibilities:
• Conducted customer service measurement activities to assess and improve the quality of service provided to customers.
• Managed the Net Promoter System (NPS) program, collecting feedback and insights to drive improvements in customer satisfaction and loyalty.
• Facilitated service reinforcement training sessions to ensure consistent delivery of exceptional customer service across teams.
• Conducted quality assurance audits to evaluate customer interactions and identify areas for improvement.
• Utilized performance analytics tools to analyze customer service metrics and identify trends, opportunities, and areas for improvement.

Lagos-Island

• Responsibilities:
• Conducted comprehensive customer service measurement activities to assess and improve the quality of service provided to customers.
• Managed the Net Promoter System (NPS) program, collecting feedback and insights to drive improvements in customer satisfaction and loyalty.
• Facilitated service reinforcement training sessions to ensure consistent delivery of exceptional customer service across teams, aligning with acceptable behavioral standards.
• Conducted quality assurance audits to evaluate customer interactions and ensure adherence to service standards outlined in "The Purple Book."
• Utilized performance analytics tools to analyze customer experience metrics and identify trends, opportunities, and areas for improvement.

Abuja

1. Managed the company’s Google Adwords campaign towards driving productive traffic to its e-commerce portal.2. Prepared and reviewed marketing communications content for product brochures.3. Prepared and reviewed business proposals to drive sales.4. Facilitated team workshops based on workplace and service best practices.

Peterborough, United Kingdom

Handled enquiries and complaints for pre-paid travel customers.

Cambridge, United Kingdom

Managed a team of café baristas and service attendants to deliver great customer experience to walk-in customers.

Cambridge, United Kingdom

Handled product merchandizing, over-the-counter sales, and driving customers to the e-commerce website for purchase.

Master Of Arts (M.A.), Marketing And Innovation

Activities and Societies: Student guide during open daysStudent Ambassador

Bachelor Of Science (B.Sc.), Sociology

Course Representative and Deputy Class Governor