PROFILE SUMMARYService-minded Customer Experience Manager with 10+ years of experience in customer service delivery, business process improvement, banking operations, and broad knowledge of Payment Infrastructure within a diverse environment. Adept at handling a wide range of contact methods while providing first-class service with every interaction. Keen ability to assess ineffective areas of customer service and proposing effective solutions. Bringing knowledge of customer loyalty, relationship, and value management to achieve Financial Inclusion and Customer Satisfaction. Desire to have a major impact in the Payment Service Provider space (PSP) while ensuring excellent service delivery.CORE COMPETENCIES• Infrastructure & Payment Gateway Operations • Project Management • Effective Communication• Operations management • Training & Development• Dispute resolution• Process & operational Improvement • Competitive Intelligence• Product Knowledge • Business Development • Excellent Service Delivery • Business Analysis• Customer Experience Management • Team Management • Client RetentionKEY ACHIEVEMENTS• 2012: Implementation of Treasury Single Account (TSA) for Ministries Departments and Agencies (MDAs) of the Federal Government of Nigeria (FGN). -Trained users on the use of the application, user setup, hand-holding users, data collection, and transaction monitoring.• 2017: Customer experience work tool enhancements in specs e.g. procurement and implementation of Zoho CRM, Zoiper, and SALESIQ for LiveChat. -Trained users on the use of these tools and monitoring daily activities.
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Head, Customer Service GroupSystemspecs 2014 - 2019Lagos, Nigeria• Manage both internal and external relationships on behalf of the customer support department.• Measure the effectiveness of all customer support approaches and initiatives primarily through conducting consumer surveys and analysis of recorded support agent to consumer correspondence.• Oversee and determine key strategic direction and objectives of the customer support department.• Drive necessary changes for the improvement of operating and organizational efficiency of the customer support team.Achievements: • Won the award of the Best team lead in 2017.• Fostered a 20% increase in customer loyalty by implementing interaction improvement.• Grew repeat business 10% and improved customer satisfaction survey results by 25%. -
Bank Relationship/Partnership ManagerSystemspecs 2011 - 2014Lagos, Nigeria• Identified, negotiated, and closed new business opportunities.• Ensured partnerships were properly implemented and executed.• Established strong relationships with targeted clients and partners resulting in increased business opportunities.• Influenced the company’s products, services, and strategic roadmap to enable more business to be won.• Co-developed winning bids with the business development team, client, and partners.• Reached out to targeted clients to sell, upsell and maintain positive long-term relationships.• Identified and built relationships with key decision-makers within potential client organizations and funders.• Identified client’s strategic priorities and interests.•. Researched and built relationships with new clients (Banks).• Coordinated and supported communication plans for enhanced visibility and influence with targeted banks.• Reviewed win and loss notifications to identify themes & trends to understand existing client needs
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E-Business Consultant (Remita)Systemspecs Feb 2009 - Apr 2011Lagos, Nigeria• Implementation of Remita e-Payment solution for clients.• Trained clients on the Remita e-payment platform.• Resolved issues raised by clients during the use of the system.• Monitored transactions on the e-business platform for banks and clients.Achievements:• Trained over 50 clients monthly and provided post-implementation support.
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Application Specialist (Nysc)Systemspecs Feb 2008 - Feb 2009Lagos• Installation of SunSystems application on training machines and at clients’ sites.• Proper documentation of clients’ details and consultancy issues.• Preparation of project closeout letters and invoices for various clients.• Prepared and submitted periodic reports and presentations to the team head as regards all activities carried out. Achievements: • Received commendation emails from the Team Lead.
Oluwakemi Ogunleye, Ccsp Education Details
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Computer Science
Frequently Asked Questions about Oluwakemi Ogunleye, Ccsp
What is Oluwakemi Ogunleye, Ccsp's role at the current company?
Oluwakemi Ogunleye, Ccsp's current role is Customer Experience Specialist|| Payments Expert II Business Development Expert || Fintech Enthusiast || Business Operations Manager.
What schools did Oluwakemi Ogunleye, Ccsp attend?
Oluwakemi Ogunleye, Ccsp attended University Of Agriculture, Abeokuta.
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