Yinka Isioye (Cxs, Fwaccsp) Email & Phone Number

Lagos, La, Ng

Nigeria

Part of the FiberOne Broadband C-suite and Executive, reporting to the CEO and Board of Directors, responsible for development of the FOB overall CX Strategy and road Map while driving Operations & Execution with the CTO, CIO, CFO and CCO.Champion the VOC initiatives and lead the Organizations customer acquisition & onboarding, increased & optimised engagement, renewal, and retention towards delivering above YoY Revenue and EBIT targets.Drive the Marketing, Digital Transformation(DX) , Analytics and Automation opportunities to ensure heightened UX and CX for FoB Customers while keeping our esteemed customers Happy and drive business sustainability.Lead the Company Annual Sales and Operations (S&OP) Strategic planning ensuring all inputs and desired outputs are in place towards ensuring the Organization is properly positioned and prepared to serve the customer, while driving Organizational efficiency all towards Revenue performance and Customer experience.

Lagos, Nigeria

Led the Country Sales and operations Planning (S&OP) -Material/Production, Demand, Supply chain planning and ensuring the long and medium strategic direction is achieved towards overall Business Success, delivering over N70B in EBIT while ensuring YoY growth in sales revenue and bridged the gap between Strategy and Execution for the OpCoProvide insights and intelligence to the C-Suite and Company EXCOM ensuring quality MBR MoM.Key to the overall Digital and Analytical transformation agenda and performance of the Business by rolling out and contributing to Transformation projects across board.Responsible for leading the Logistics and supply chain strategic planning while designing and ensuring Logistics network optimization and distribution model performance and delivered over N8B in savings YoYDrive the Safety agenda and performance of Logistics operations Collaborate and work with Finance to ensure control and performance of Cost models and strategy while keeping working Capital and inventory cost within threshold.Drive the logistics and company Net-Zero ambition towards building Sustainability and led the team to a Net Zero assessment placing Nigeria amongst one of the top Countries within EMEA.Led the Company’s Process optimization with Internal control ensuring business agility.

Management of the entire Lafarge Customer Order Fulfilment from Cash to Order (C20) to delivery and revenue assurance within the Supply Chain domain.Built the Cash to order department from scratch at the peak of the Covid Pandemic, optimizing fulfillment operations and delivering over N1B in savings in the first yearProcessed and banked over N240B in Payments YoY while ensuring over 90% Cash to Order conversion rateEnhanced customer experience via on time shipping and on time delivery while ensuring logistics and commercial assurance for our esteemed customers. Delivered YoY improvement in OTD above 85% Deployed and executed the Centralization and optimization of Logistics Scheduling.Deployed the first Self-collect (EXW) control system at the depots to ensure customer order safety and avoided over N700M in Lost Goods.Built tools and Apps for commercial operations that optimized Customer targeting and Order Transmission in house saving over N35M in outsourcing fees.Led the team with leadership to receive the West African Innovation award in the Best Customer care category within the Cement sector in West Africa

Nigeria

Managed the end-to-end Customer life cycle from onboarding to churn for the North Region and covered over 12 states.Rolled out the first VoC (Voice of the Customer) framework for Lafarge Africa, deployed in the North and eventually rolled out for Country leading to the highest NPS score (+50) recorded at the time in the Company history and sector.Reporting to the MD AshakaCem, I led and handled the EXCO Performance and MBRWon back and ensured retention of Detractors leading to over 20% Gross adds and revenue to the table of over N500M in one monthLed and deployed Market Analytics for the North Region, providing Market Share, Product and Pricing performance which led to New Product Development (NPD) that has become the premium and highest selling SKU for the North and grossed over N2.5B YoYManaged On Time Delivery, Customer Relationship and Sales Admin Managers within the North region to deliver over 90% revenue assurance and Customer Order Confirmation MoMWorked with Marketing to provide Market insights leading to Trade marketing and promotion deployment across 12 states.Part of the Industrial product quality assurance and UAT team ensuring Product CSAT scores of over 98% MoM.

Ashaka-North Region,Nigeria

At LafargeHolcim as a Regional Customer service/experience Manager, I bridge the Industrial, Marketing and Sales domains via efficient supply chain and logistics collaboration for service delivery and efficiencies while ensuring seamless end to end management of the entire regional customer journey.Managed the end-to-end Customer life cycle from onboarding to churn for the North Region and covered over 12 states.Rolled out the first VoC (Voice of the Customer) framework for Lafarge Africa, deployed in the North and eventually rolled out for Country leading to the highest NPS score recorded at the time in the Company history and sector.Reporting to the MD AshakaCem, I led and handled the EXCO Performance and MBRWon back and ensured retention of Detractors leading to over 20% Gross adds and revenue to the table of over N500M in one monthLed and deployed Market Analytics for the North Region, providing Market Share, Product and Pricing performance which led to New Product Development (NPD) that has become the premium and highest selling SKU for the North and grossed over N2.5B YoYManaged On Time Delivery, Customer Relationship and Sales Admin Managers within the North region to deliver over 90% revenue assurance and Customer Order Confirmation MomWorked with Marketing to provide Market insights leading to Trade marketing and promotion deployment across 12 states.Part of the Industrial product quality assurance and UAT team ensuring Product CSAT scores of over 98% MoM.

Nigeria

Having consulted for Kedge on Education, I transited to leading the Customer service function and new Customer service business in Nigeria. Successfully set up structures, processes and policies for Kedge customer services operations.

Nigeria

Worked with Kedge on Creating strategies and provided insights on managing education and student recruitment for clients such as Hult International University.

Airtel, Port Harcourt

Managed the CX/Retail sales L&D process for Airtel Retail South operations comprising 12 States and over 40 Retail outlets (Airtel owned and Dealerships) ensuring Retail sales and CX performance is heightened and successfully contributed to achievement of over a billion Naira annual target for Retail YoYActing CX operations Country head for Centum Learning Nigeria for three months, and steered the affairs of 3 other regions.Improved CSAT threshold performance by 6% in first three months (above Milward Browns benchmark of 85%)Training lead on Airtel 3G launch and Mobile Number Portability for South region ensuring smooth transition across 12 StatesPerformed Regional monthly CSAT, NPS Analysis and presents/engages Regional Retail Head, Zonal Business Managers and Regional Operations Director in a steering committee.Monthly CS/CX process governance and audits via mystery shopping and Floor-camera feed analysis Improving CSAT by 6% in first three months (above Milward Browns benchmark of 85%)Increased and delivered consistently on internal CX (GUEST Audits for staff) performance above a 90% threshold month on month while driving upselling performance by 40% MoM.Retail and Contact Centre CX performance Monthly test (JKQ) delivered and managed using LMS.CX Gap and Training need analysis (TNA) drawn from monthly JKQ to improve CX and sales performance, design of CX/service philosophies and standard operating procedures (SOP) for Airtel Contact Centre and Retail domains.Milward Brown/and other external mystery shopper consultant analysis and engaged stakeholders at the regional level in the monthly annual steering committee.CX/CS New Hire Induction Program (NHIP) , training delivery and certification at pan Nigeria (Lagos, North and South regions).Airtel Retail franchise CX/CS operations Governance, Trainings and audits in the South region. Ensured all partners consistently delivered and met CSAT thresholds of 85% and above month on month.

Ibadan, Oyo State

At SPANCO BPO (now ISON BPO) the major Call center business process outsourcing in Nigeria, I consulted for almost two months, on call center set up, recruiting and training (New Hire Induction Project (NHIP) project after having worked for the company previously.Here I ensured training effectiveness, batch management, and rolled out over 40 trainees as throughput within the period under review. The trainees were deployed to handle the Airtel Call center operations and customer query resolution.

Abuja And Ibadan

At SPANCO BPO the major Contact center business process outsourcing (BPO) in Nigeria, I functioned as a process trainer where I handled training operations, including training need analysis, training delivery, coaching, mentoring and robust support for the Call center operations.As part of the pioneer team that recruited, set up and trained the over 1,500 trainees required for the new center at Ibadan, I participated in the New Hire Induction Project (NHIP) and ensured process compliance, project scope management, and delivered over a 100 throughput within the project life cycle.

Abuja

At Airtel Nigeria (Previously ZAIN Nigeria) I worked within the Call Center operations attending to customer queries, and ensuring customer satisfaction and heightened customer experience levels as well as a member of the training unit within the call center teams where I displayed excellent team spirit and ensured timely dissemination from the main training and quality assurance teams to my team mates.

Abuja

At ZAIN Nigeria (now Airtel Nigeria) I worked within the Call Center operations attending to customer queries, and ensuring customer satisfaction and heightened customer experience levels as well as a member of the training unit within the call center teams where I displayed excellent team spirit and ensured timely dissemination from the main training and quality assurance teams to my team mates.I was also seconded as one of the pioneer members of the Loyalty Management Scheme (LMS) and successfully managed High Networth Individuals (HNI) on the network, monitoring and ensuring their optimal satisfaction as well as reward levels within the scheme.

Abuja

At the Nigeria Federal Road Safety Corps, I was appointed as the Unit HOD PRS within 6 months of been employed. To realize the mission and vision of the corps I managed a team of at least 6 officers and handled the Policy/Planning, research and statistics of the road traffic safety operations within the unit, where I successfully championed several strategies and initiatives such as the introduction of Accident scene sketches, conversion of manual records to electronic format for easy retrieval and management, HSE trainings etc. Other tasks include:• Road Safety Data analysis and research.• Planning and Policy formulation/Implementation.• Road Transport Safety Standardization Scheme (RTSSS) Officer.• Data Information Officer (DIO).

Abuja

Having received a certification in Marketing and Strategy from IAES a new and first of it's kind telecoms training institute in Nigeria at that period, I was offered a part-time training role within the Organization.For the short period under review I conducted research and facilitated Telecoms Marketing and Strategy classes and successfully rolled out batches.

Executive Mba, Business Administration And Management, General

Disruptive Strategy

Customer Experience

Certified, Telecoms Marketing

Activities and Societies: Associate Member, Customer Care Institute certfication in Telecoms Marketing and Strategies.

Nebosh Igc, Healths, Safety And Environment, Distinction

Cieh, Health, Safety And Environment.

B.Sc, Geology

Activities and Societies: Social Director NAGAMS

Bachelor Of Science (Bsc), Geology

Executive Education, Strategic Leadership