Rasheed Omotayo Email & Phone Number

Manchester, England, Gb

Emea

- Drive retention and customer experience management- Manage relationships with key and high-value accounts - Provide leadership and empower the customer success team to deliver the best experience possible for our customers.- Managed a $21m+ monthly book of business- Implemented a VOC Program to manage customers' feedback and actively collaborate with product & engineering teams to drive improvement.- Managing improvement in relevant performance metrics for the CS team - Retention rate, MRR, Support metrics, NPS- Continuously review and optimise internal processes to ensure optimal experience for our customers- Manage relationships and collaboration with key internal stakeholders to drive improved service delivery and experience.- Responsible for the company’s Customer Success Strategy and driving customer-centric culture.- Customer Journey Mapping for all key customer flows and touchpoints.

- Led and mentored over 60 direct reports supporting over 30,000 businesses- Achieved a 95% CSAT score in less than 9 months- Executed customer initiatives to drive customer education leading to increased product adoption and revenue generated from the region. - Improved average Product knowledge scores from 65% to 85%- Worked with the CS management for Zendesk CRM deployment, training and change management- Continuous alignment with the product leaders on new features release, adoption and education. Provided data-driven customer insights. Expertise – Retention management, Quality assessment and evaluation, Stakeholder management, Calibration, Training, Escalations, Dispute resolution and Payment Operations Award – Service Man of the Year award, 2022

Nigeria

Expertise - Customer Success Management, Customer experience management, Retention, Onboarding, Project management and Customer Operations.- Managed relationships with key and high-value accounts from onboarding to renewals- Drove retention and excellent customer experience management initiatives - Managed customers' feedback and actively collaborate with product & engineering teams to drive improvement.- Achieved improvement in relevant performance metrics for the accounts I managed - Retention rate, ARR, Support metrics, NPS- Managed relationships and collaboration with key internal stakeholders to drive improved service delivery and experience.

Nigeria

Experience• Championed opportunities to improve the Jobberman experience• Developed a deep understanding of the voice of the customer and identified key opportunities/leverage points for improving the customer experience and building customer loyalty• Managed and analyzed NPS for the brand• Developed listening points in the customer journey and identified opportunities for continuous improvement• Partnered with the Business Analytics team to create data-based portfolio health monitoring tools and dashboards that drove appropriate proactive customer outreach.• Continuously review processes, policies, systems, and behaviour across all points of contact with customers to ensure optimal customer satisfaction and identify areas for process improvement.Recruitment Operations• Handle verification of employers on the Jobberman websites• Headhunting, candidate profiling, and engagement across multiple platforms using different recruitment techniques (Boolean search, LinkedIn, ATS database, Social Media etc.)• Built and maintained positive relationships with existing and new clients and ensuring improved service experience• Worked on both technical and non-technical roles across different industries including finance, IT, FMCG, hospitality, etc.• Reviewing applications and creating shortlists of candidates for clients• Proffering advice/feedback to both employers and candidates• Part of the team handling the new Jobberman recruitment algorithm - BestMatch

Nigeria

Nigeria

Key accomplishments- Managed the new Hyperian web projects and collate reports for daily/weekly/monthly analysis- Independently created the loan repayment schedule tool for use by the sales force- Handled multiple reports designed to analyze the contact center performance- Consistently delivered on monthly sales targets- Mentored and supported team members and colleagues

Lagos, Nigeria

Key accomplishments- Key contributor to the 1Billion Naira sales drive- Handled multiple reports designed to analyze the contact center performance- Consistently delivered on monthly sales targets- Mentored and supported team members and colleagues- Worked with the team lead in managing my primary team

Lagos

- Enlighten and build customer interest in the company's credit and deposit facilities- Engaged and followed up with customers that shows interest in company's product and services- Managed daily customer requests and enquiries during contact, ensuring issues are appropriately, accurately and promptly escalated to necessary department for timely resolution- Achieved upto 130% in sales volume within these period

Lagos

Built customer interest in the service and product offered by the companyEducated customer on new and existing products on the networkManaged daily customer requests and enquiries during contact, ensuring issues are appropriately, accurately and promptly escalated to necessary department for timely resolutionEffective and professional brand cross-selling with vibrancy and personal confidenceMinor technical troubleshooting and gathering of information from clients to identify root causes of customer’s issues and dissatisfaction. Proffering appropriate course of action to ensure the result is a win-win and document interaction through CRM or contact trackingConsistently delivered on calls and sales target

Nigeria

• Managed the day-to-day operations of the office• Supervised other support staffs and managed recruitment.• Handled payroll and performance for staffs• Client management and market research• Customer service

Agbor, Delta State, Nigeria

Monitored patients progress and drug adherence using W.H.O standard parameters.Designed a system to manage patients appointments more efficiently for the centre. Reduced the clinic day adherence counselor:client ratio from 1:56 to 1:27. These leads to an increase in time spent on clients and a resulting increase in adherence level by clients.

Bachelor Of Science (B.Sc.), Biochemistry

Activities and Societies: Executive member of Departmental and Faculty Editorial Board. Executive member of Departmental Student.

Master Of Business Administration - Mba, Business Administration And Management, General

Product Management, Product Management