Mathias Mogaji Email & Phone Number

Lagos, Nigeria

4, Aromire Street, Off Alfred Rewane, Ikoyi, Lagos

I consistently maintain a robust Net Promoter Score (NPS) between 69% - 74% through innovative strategies, including the 'roving NPS.' My collaborative approach secures a leadership position in rNPS, guiding successful product development and fostering increased customer adoption. One of my success stories in my managerial role was when I orchestrated several internal digital campaigns to drive staff/customer adoption of our self-service app resulting in a 5.1% growth. I also Leverage data analytics to visual customer feedback and tell stories - one of them is the implementation of a PowerBi heatmap for tracking retail store and call center NPS NPS.

Plot 1662, Oyin Jolayemi Street, Off Karimu Kotun

 Develop customer journey maps for ease-of-understanding the experience of the customer from his/her perspective, with the aim of evolving UBA products and improving processes Achieve product evolution of UBA Mobile and Internet Banking applications, including the graphic user interface, ease-of-use, and seamless consummation of transactions Pioneered execution of key strategic projects for improving customer experience (CX):o Enhancement of UBA IVR across Africao Development of UBA Service Management System for omni-channel interactiono Development of UBA chat bot – Leo (to include machine learning and Natural Language Process in the chat-boto Development of UBA video banking application Collaborate with UBA IT Division in developing UBA Magic Support for POS merchants Deploy monthly surveys to customers for process improvement, staff engagement/experience, product evolution, and overall customer experience Review periodic reports on customer-interaction across all channels in the contact center – AHT, shrinkage, number of calls, rate of abandonment, etc

Head Office, Uba House, 57, Marina, Lagos Island, Lagos State

 Reduced frequency of top 3 customer complaint by 75% through process improvement strategies Developed a sustainable sensitisation campaign tagged ‘Did You Know’ to empower customer-facing staff thereby improving service delivery across the Bank Achieved a 100% network upgrade for identified troubled business offices in Asaba region, Delta State Successfully introduced training of Head Office staff in customer experience (CX) strategies as important players in the service-profit chain Successfully deployed product and service survey to customers for constant feedback, product evolution, and process improvement

Plot 1662, Oyin Jolayemi Street, Off Karimu Kotun, V.I., Lagos State

 Successfully introduced competitive matrix framework for evaluating UBA’s products, services, processes, and technology in comparison to competition and industry standards Captured all customer feedback from surveys, blogs, mystery shopping, benchmarking, focus-groups, etc. and analysed same for market intelligence Applied business intelligence analytic methods for engaging customers throughout their lifecycle (omni-channel strategy) Completed onsite research project in UBA West Africa business offices regarding customers’ experience with Africash (UBA’s proprietary funds transfer application within Africa) Trained UBA West Africa staff, onsite, on newly implemented strategy for consummating customers’ Africash requests  Introduced and completed the development of UBA’s Customer Service voting Portal used periodically (especially during the Customer Service Week) for identifying deserving staff and units for their contribution to the service-profit chain Researched and submitted business needs document on enhancing UBA website for improved customer experience Developed KPIs for contact center agents based on Line-of-Business (LOB)

Plot 1662, Oyin Jolayemi Street, Off Karimu Kotun

 Achieved deposit mobilisation of N20m through reactivation of dormant and inactive account, cross selling, and upselling in second quarter Reduced number of dormant accounts by a minimum of 11% via outbound calls on a monthly basis Resolved complaints that led to dormancy of accounts by adapting root-casue analysis strategies Collaborated with product and process owners to evaluate root cause of complaints that culminated in dormancy of accounts, sought solutions for reducing causative factors that caused dormancy

31B, Saka Tinubu Street, Off Adeola Odeku, Vi, Lagos State

Achieved a constant monthly gross revenue of N1m in new sales and referralsSuccessfully promoted the addition of customer subscription and retention measurement in unit’s KPIIntroduced customer segmentation in marketing campaigns and application of ROI on marketing campaigns for business decision makingIntroduced strategies to reduce customer attrition or churn up to 75% by leveraging after-sales services

18, Ogunleye Street, Aguda, Surulere, Lagos State

Acquired business of SMEs and evaluated their business needs for marketing campaigns, proposal development, corporate profile development, sales forecast and website development in order to proffer the right option for the target audienceResearched, developed, and evaluated projections on bottom-line performance for emerging businesses and SMEs

Independence Layout, Enugu

Ensured safety of work tools, equipment and sundry supplies.Ensured lists of inventory corroborated physical stock; conducted quarterly physical inventory inspection.Ensured optimum functional state of all office facilities and equipment, and diagnosed malfunctions, and dysfunctional problems associated with them.Prepared quarterly zonal report using MS PowerPoint.Supervised the timely and organised delivery, collection, registry, reproduction, and transmittal of correspondence, documents and office supplies.Received and registered consumers’ complaints, and routed them appropriately.Executed other administrative and license-related functions as assigned, effectively and efficiently, with professional acumen and confidentiality.