Hi, I am Mosunmola Adewale-Akobada.With over thirteen years of hands-on experience in leadership roles within the IT industry, I am dedicated to driving operational excellence and achieving outstanding results. My expertise spans across software development, customer support, application design, and documentation.As an IT Project/Program Manager, I have spearheaded transformative initiatives, notably restructuring project management methodologies using agile frameworks. This strategic shift resulted in a remarkable 25% service optimization across multiple projects, showcasing my commitment to delivering tangible value and efficiency.My approach is rooted in a deep understanding of business priorities, coupled with a genuine passion for teamwork and collaboration. I thrive in cross-functional environments, adept at seamlessly interfacing with stakeholders, high-profile staff, vendors, and customers alike.Recognized for my consistent success in process optimization and revenue enhancement, I am a versatile and innovative management professional who excels at balancing the "big picture" vision with meticulous attention to detail. My track record speaks for itself, reflecting a proven ability to streamline operations and drive revenue performance.Driven by self-motivation and a strong work ethic, I am committed to delivering excellence in every endeavor. With strong interpersonal communication skills, I foster positive relationships and drive organizational success through effective leadership and problem-solving.Let's connect to explore opportunities for collaboration and how I can contribute to your organization's success. Whether you're seeking a seasoned IT leader, a strategic project manager, or a dedicated problem-solver, I'm here to add value and drive results. Reach out to discuss how we can work together! (mosun.adewale@gmail.com)
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Head, Service Delivery And Customer SupportVatebra Limited Mar 2022 - Feb 2024Lagos, Nigeria● Led and mentored a 30-member team overseeing a N3.5B innovative software project, achieving consistent project execution, improving governance models, and enhancing management tools.● Spearheaded client communication, resolving 45% of client complaints through strategic collaboration with Product Management and Sales teams.● Reviewed and aligned client requirements, ensuring a 40% increase in response rates by adhering to service level agreements (SLAs) guidelines.● Restructured service delivery processes, optimizing incident and problem management by over 30% through the acquisition of a service desk tool, fostering team collaboration.● Conducted in-house training programs for 3 entry-level customer service officers, enhancing team skills and capabilities for improved service delivery. ● Prepared quarterly technical reports, identifying root causes and initiating preventive measures, resulting in enhanced processes and continuous improvement.● Communicated weekly project progress to stakeholders and senior management, presenting reports highlighting achievements, challenges, and recommendations for improvement.● Collaborated with cross-functional teams to identify operational bottlenecks, boosting productivity by 25%, streamlining workflows, and maintaining effective service delivery and operational efficiency. -
Head, Corporate ServicesVatebra Limited Aug 2018 - Feb 2022Lagos, NigeriaROLE REPORTS TO DEPUTY MANAGING DIRECTOR
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Project ManagerVatebra Mar 2015 - Jul 2018Lagos, NigeriaROLE REPORTS TO DEPUTY MANAGING DIRECTOR/HEAD, OPERATIONS & SERVICE DELIVERY● Orchestrated project initiation, ensuring adherence to monthly timelines and budget constraints, resulting in a 30% increase in operational efficiency and successful delivery of 4+ projects.● Structured client requests, optimizing development life cycle for a 30% efficiency boost; led kick-off meetings with 7+ stakeholders, reducing redundancy and fostering a shared understanding.● Crafted and maintained project documents, implemented change management processes, enhancing productivity by 25%, and demonstrated strong project control capabilities.● Fostered effective communication among stakeholders, releasing emails, scheduling review meetings, and producing regular reports, ensuring seamless collaboration on a weekly and quarterly basis.
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Manager, Customer ServiceVatebra Limited Jan 2014 - Mar 2015Developed and implemented Customer Support department policies and systems aligned withcompany's objectives to oversee customer issues, ensuring effective delivery of exceptional customerservice and satisfaction to all stakeholders by 14%...Headed vendor selection process and implementation team to deploy ALTIGEN Call ManagementSolution (CMS) to manage customer interaction on escalated, resolved and closed issues in line with agreed SLAs to address root causes, define corrective and preventive actions for improved customer satisfaction by 3/5 rating...Documented all customer complaints, following up with customer support team, expanding issue resolution speed by 35% . Welcomed walk-in customers to corporate office, assigning take reception taks to customer care representatives... Conducted periodic feedback campaign for support related issues, analyzing recurring service failures and fixing gaps to expand customer satisfaction by 70%... Understudied developing trends in customer service industry through self-development activities in line with industry trends and standards increasing customer retention by 20%...Managed customer service team by reviewing staff interaction with over 50+ customers to establish and measure performance standards.
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Application Support ExecutiveVatebra Limited Jul 2009 - Dec 2013Lagos, NigeriaSupervised a team of 10+ software developers and system integration professionals, executing scheduled plans and ensuring completion of project milestones.● Orchestrated the efficient triage of user help requests, enhancing resolution time by 20% and ensuring a seamless end-user experience.● Delivered technical support to 10+ B2C clients in Customer Facing Applications, achieving a 90% customer satisfaction rate through software stability assessments.● Elevated end-user proficiency through customized training, resulting in a remarkable 75% surge in site traffic and improved overall user satisfaction.● Streamlined operations by crafting comprehensive end-to-end user manuals and business process models, reducing the team's workload by 25%.● Formulated and implemented effective request handling and escalation policies, enhancing team collaboration and ensuring swift issue resolution with a 3-person team.● Generated daily reports for Executive management, highlighting service downtime from third-party vendors and facilitating timely support.
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Pre-NyscIntercontinental Bank Plc May 2007 - May 2008Victoria Island, Lagos*Prepared Assets Liabilities Committee template prior to report preparation*Prepared Manager’s Cheque and Vault cash position in preparation of Assets Liabilities Committee report.*Prepared weekly cash inflow and outflow movement report for liabilities trend.*Prepared monthly Capital Expenditure Report.*Prepared weekly review on the profit and loss report of branches.*Ensured all incoming mail is duly recorded and properly time stamped. *Ensured all outgoing mails and reports are properly
Mosunmola Adewale-Akobada. B.Sc, Itil, Pmp Education Details
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Second Class (Honours) Lower Division -
Upper Credit (3.74)
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Information Technology Business Analysis
Frequently Asked Questions about Mosunmola Adewale-Akobada. B.Sc, Itil, Pmp
What is Mosunmola Adewale-Akobada. B.Sc, Itil, Pmp's role at the current company?
Mosunmola Adewale-Akobada. B.Sc, Itil, Pmp's current role is IT Project/Program Manager|IT Service Management Accountable for service management functions| Restructured the project management using agile methodology for multiple projects that provided service optimization by 25%.
What schools did Mosunmola Adewale-Akobada. B.Sc, Itil, Pmp attend?
Mosunmola Adewale-Akobada. B.Sc, Itil, Pmp attended Olabisi Onabanjo University(O.o.u), Olabisi Onabanjo University(O.o.u), Conestoga College.
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