Hello, I am ADELEYE OLATUNJI ADEDEJI, a resourceful manager passionate about people management, offering in-depth experience and a rich blend of customer service, process improvement, personnel management and leadership talents gained from 15 years' experience working for top companies in the customer service, sales, manufacturing and logistics industry. I am a results-oriented and customer-focused professional maintaining a high level of professionalism and efficiency to minimise customer dissatisfaction, provide unparalleled customer service level, and win customer loyalty by strategically managing operations and implementing process improvements. I'm a dedicated team player with a collaborative leadership style, fostering long- term partnerships with a variety of teams, clients, management, and stakeholders. I am a forward-thinking leader successful at training and mentoring employees to promote a culture of collaboration, excellence, and continuous improvements. I will add strong value to your organisation by bringing: First class strategic and, analytical abilities overseeing daily operations and implementing effective customer service procedures ensuring customer satisfaction/loyalty while delivering quality and excellent services. Unmatched expertise leveraging IT expertise to develop innovative and quality procedures that measure and improve customer service cycle from cash, to order generation, processing, and delivery. Committed to developing service procedures, policies, and standards to improve service excellence as well as providing operational and administrative assistance and support to ensure smooth service delivery to customers. Highly passionate demonstrating in-depth industry experience and knowledge executing responsibilities and maximising existing relationships/networks across the region facilitating the achievement of company objectives Excellent abilities managing and nurturing sustainable relationships with teams, executive management, stakeholders, and customers across multiple channels to achieve business goals and objectives. My area of expertise includes: Customer Service, Excellent Communication Skills, Cross-Functional Leadership, Team Leadership/Management, Customer Experience, Operational Improvement, Process Improvement, Customer Success, Courteous Demeanour, People Management, Coaching/Training, Telephone Etiquette. Feel free to email me at olta1 1@gmail.com or call me at +447984917329 or +2348022228863
Within this role, I oversee the entire supply chain process- from Cash to order (C2O) to Delivery and Invoicing – fostering smooth operations and timely delivery. I develop and implement customer service and experience standards that promote a customer first culture, combining data-driven insights and customer journey mapping to align operation decisions with customer and business expectations. I am at the forefront of Lafarge’s digital ambition, so I am constantly leveraging technology and digital innovation to improve processes, streamline operations, ensure continuous improvement and efficiency that align with business objectives. - Implemented targeted KPIs and SLAs, focused on response times and delivery accuracy, driving a 50% increase in customer satisfaction and enhancing operational compliance by establishing clear performance benchmarks. - Spearheaded process standardization in the order-to-delivery cycle, utilizing Lean principles and cross-functional collaboration to achieve over 4mCHF in logistics cost reductions across 3 years. - Launched “Clickit,” the industry’s first real-time customer service app, incorporating features such as order tracking and feedback collection, resulting in a 30% improvement in customer retention. - Engineered standardized customer service workflows and launched alternative support channels (live chat, SMS updates), achieving a 30% reduction in response times and significantly enhancing service efficiency. - Leveraged data analytics and telematics technologies to achieve year-over-year improvements of 20% in Truck TAT, 15% in on-time delivery rates, and a 10% reduction in high-risk driver incidents and safety violations. - Provided strategic support in designing regional distribution models, optimizing the delivery mix based on customer demand forecasts and transit time analytics, contributing to an EBIT improvement of 8% and aligning operations with sales objectives.
Within this role I was responsible for supporting and leading the Nigerian team in the delivery of ACCA’s strategy in Nigeria - Directed cross-functional initiatives to enhance student and member growth, achieving a 20% increase in membership satisfaction and a 15% improvement in retention through targeted support programs and community engagement efforts. - Achieved 50% of ACCA’s 2016/17 member and student acquisition targets within 3 months by implementing intensive mentorship and performance frameworks, increasing team productivity by 30% and enhancing overall performance. - Led performance optimization during a critical organizational transition, implementing structured training sessions that boosted team morale by 40% and resulted in a 25% improvement in process efficiency and member satisfaction. - Developed and executed a comprehensive strategic plan for Nigeria that enhanced accountability through regular performance reviews, improving operational outcomes by 30% and aligning team efforts with ACCA’s long-term regional goals.
Within this role, I was responsible for process improvements to ensure premium customer experience throughout the student journey and member life cycle. My role directly impacted customer retention and loyalty and as such, I was instrumental in developing and implementing and effective customer service strategy for all customer segments. - Led and developed a 15-member team across 3 African locations, implementing performance metrics that increased customer satisfaction by 25% and promoted a collaborative environment through structured team-building initiatives. - Established a segmented service delivery model tailored to regional customer preferences, resulting in a 30% reduction in response times, a 20% increase operational efficiency, a 25% increase in loyalty and a 50% satisfaction boost by customizing service protocols and communication channels for each key region. - Partnered with senior management to align customer service strategies with corporate objectives, using data-driven decision-making frameworks that led to a 15% reduction in customer escalations and improved service consistency across regions.
In this role I was responsible for providing strategic direction for Centum CS operations across 15 Airtel Operating Countries. - Led and developed a 21-member team of Training Effectiveness Consultants across 15 African locations, achieving a 20% improvement in training quality and alignment with Airtel’s Customer Service Strategy through collaborative and innovation-focused initiatives. - Conducted comprehensive As-Is and To-Be process mapping to transition Airtel Shops to dual service/sales centers, reducing transaction times by 15% and expanding cross-selling opportunities by 25%. - Led monthly review sessions with customer service directors across 15 markets, aligning cross-market strategies and achieving a 10% increase in customer satisfaction across regions by addressing common service issues and implementing unified standards.
Responsible for providing strategic direction to the operations in Nigeria, Ghana, Sierra Leone, Gabon, Burkina Faso, Niger & Chad. Responsible for capacity building & development of Trainers in the Region.
Managed & Ensured 100% capacity utilization of all Centum CS trainers Nigeria monthly Ensured 100% role holder coverage per learning intervention. Liaised with the Airtel Stakeholder to ensure all Learning & Developmental plans for customer facing staff are identified and implemented. Conducted monthly reviews on Centum activities with Airtel stakeholders (Customer Service Director, L&D Head) to ensure learning interventions align with business objectives. Learning Design & Implementation Centum CS Trainer & Partner Trainers Capacity Building and Development. Partner Governance: Ensuring that Airtel Call Centre Partner agents get the required training & deliver the highest quality to Airtel customers.
Customer Services Training Analysis, Design & Facilitation. Contact Centre & Show Room audits to ascertain training needs and develop appropriate interventions. Content Design & Development. Evaluating the extent of knowledge enhancement by conducting Job Knowledge Quizzes. Continuous improvement in training delivery and content by analyzing feedback scores. Partner governance: governance and auditing of Airtel BPO partner (Spanco & Tech Mahindra) trainers. Maintaining Airtel Nigeria’s Knowledge Management Tool. Mentoring & coaching of all Centum Customer Service Trainers in Nigeria, Ghana & Sierra Leone.
Team Member: Quality Assurance & Training Information Management within the Customer Care Directorate. Managed CCADP programme for all new intakes within the Call Centres. TNA Training Design & Facilitation.
Human Resources: Learning & Development Team Member: Training Learning Management for Zain Nigeria Staff TNA Managed Oracle Learning Management system for Zain Nigeria. Ensured that all learning activities and interventions were captured periodically and sent to ITF. April 2006 – May 2009 Zain Nigeria Contact Centre Training Specialist: Training & Development Training Analysis, Design & Delivery for Uyo Contact Centre (April ‘06 – Aug ‘07 Training Analysis, Design & Delivery for Delta Contact Centre (Sept ‘07 – May 09
Planned the school calendar and ensured that academic activities went on smoothly. Supervised and ensured the smooth conduct of JSCE and SSCE examinations in the school.
Designed & implemented a 13 point office network solution for Dapo Akinosun & Co, Dolphin Estate, Ikoyi.(June 2003) Designed & implemented a 15 point network for Nigeria Opportunities Industrialization Centre (NOIC) cyber cafe, Gbagada.; Trained the staff of NOIC cyber café on cyber café operations Troubleshooting and Assembly of PCs. Sound Consultancy to Fellowships and Churches (Christ Love Fellowship, OAU.; Redeemed Christian Fellowships (OAU & OOU); Agape Bible Church, D/Line, Port Harcourt).