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.

- 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.

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.

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.

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.

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.

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.

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