Summary
Overview
Work History
Education
Skills
Certification
Projects
Timeline
Generic

Akinola Afolabi

Sudbury,Canada

Summary

Over 14 years of experience in project management, implementation, and customer support in the financial services industry. Implemented process improvements resulting in a 20% decrease in implementation time, and a 30% increase in customer satisfaction. Collaborated with cross-functional teams to achieve 100% client retention, and influenced product design.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Project Expediter, Implementation & Support Specialist

Unified Payment Services Limited
Victoria Island, Lagos
11.2011 - 12.2025
  • Design Procedures, Project Plans, and Relevant Documentation for projects and Business business -related activities
  • Improved customer service quality by 30% by implementing new processes and service metrics.
  • Conducted kickoff meetings with clients, gathering business processes & requirements, guiding implementation & product configurations.
  • Collaborate with internal testing teams and ensure proper test cases/scenarios are created.
  • Test and communicate Business systems changes to the Organization and channel partners.
  • Collaborated with cross-functional teams to resolve complex problems, resulting in improved customer experience and increased product adoption.
  • Business requirements analysis, assess current services features, and identify areas that need custom implementation to meet various demands and requirements.
  • Successfully onboarded clients with minimal customizations, resulting in a seamless transition from sales to adoption.
  • Successfully streamlined onboarding process resulting in a 20% decrease in implementation time and improved customer satisfaction.
  • Managed projects with efficient communication, risk assessment, and change management.
  • Influenced product design for SaaS.
  • Provided expert guidance and support to clients throughout the onboarding process, resulting in a 95% successful implementation rate and improved customer retention.
  • Managed multiple implementation projects, ensuring timely delivery and seamless communication, resulting in 100% client retention. Continuous Improvement.
  • Collaborated cross-functionally with stakeholders, influencing product design and delivering a high -quality client experience.
  • Collaborated with cross-functional teams to establish and refine operations related to customer onboarding, leading to an increase in revenue and a more seamless onboarding process.
  • Iterated on strategies and automations, leading to a 15% decrease in friction and enhanced team knowledge base.
  • Ensured consistently high-quality service by tracking performance and identifying trends and opportunities for improvement.
  • Developed and implemented rigorous, quality-driven process methods for software documentation, resulting in consistent, high-quality responsiveness and overall service for clients.
  • Achieved consistent high-quality service by enforcing company policies and procedures, resulting in a 20% increase in customer satisfaction.
  • Analyzed customer requirements, identified potential problems and implemented solutions accordingly.

Support Operations And Implementations

United Bank for Africa
Lagos, Nigeria
01.2009 - 10.2009
  • Managed project scope, communication, and risk to ensure seamless implementation and increased client retention by 20%.
  • Collaborated cross-functionally to deliver comprehensive training sessions & user guides, educating clients on features & functionalities.
  • Customized system settings and workflows, minimizing need for customizations and saving 25% in implementation time.
  • Escalated and resolved complex implementation challenges, maintaining high quality client experience and retention.
  • Improved onboarding process by implementing best practices resulting in 30% decrease in implementation time.
  • Proficient use of Ms Office, Excel, and outlook
  • Support clients both over the phone and using remote monitoring software
  • Championed a customer-centric approach, building strong relationships and maintaining high levels of satisfaction during internal transitions from team to team.
  • Streamlined workflows and tooling, resulting in a 30% increase in scalability and a 15% reduction in customer onboarding time.
  • Increased customer satisfaction by 30% by providing personalized onboarding and maintaining strong relationships.
  • Smoothly transitioned customers for efficient onboarding, resulting in 90% satisfaction and 20% increase in revenue.
  • Improved client satisfaction by consistently providing high-quality support, analyzing results to identify trends and enhance software.

System support

Access Bank Plc
03.2007 - 11.2007
  • Responsible for the Network system administration.
  • Troubleshoot system and network problems
  • Oversee installation, configuration, maintenance, and troubleshooting of servers, end-user desktops, and laptops
  • Collaborated with cross-functional teams to resolve technical issues during onboarding process, resulting in 100% customer satisfaction.
  • Improved onboarding efficiency by 25% through automation and process optimization.

Education

Bachelor of Science - Computer And Information Technology

Bowen University
Iwo, Osun State, Nigeria
06.2008

Skills

  • Attention to detail
  • Written communication
  • Problem solving
  • Interpersonal communication
  • Project management
  • Requirements analysis
  • Customer onboarding
  • Process optimization
  • Client relationship management
  • User training
  • Risk assessment
  • Cross-functional coordination
  • Scheduling expertise

Certification

• AWS DevOps Continuous; Integration, Delivery and Deployment
Asean Online Education AOE 03/01/23 - Present
• Introduction to Operations Management
Alison 03/01/23 - Present
• ITIL Foundation Certificate in IT Service Management
AXELOS Global Best Practice 12/01/18 - Present

Projects

  • Business Implementation processes review( Unified Payment Services Ltd) Redesigned and re-engineered the company's Business processes and eliminated redundancies that led to huge cost savings and efficient service delivery.
  • Centralized Switch setup ( Unified Payment Services Ltd) Setup and Integration of systems with National Financial Central Switch for different Banks in Africa according to the Country policies.
  • Service Improvement ( United Bank for Africa) Part of the Change management and Quality assurance Teams that have saved the company significant costs and improved services to customers due to effective communication, review, evaluation, and testing of changes in the systems.

Timeline

Project Expediter, Implementation & Support Specialist

Unified Payment Services Limited
11.2011 - 12.2025

Support Operations And Implementations

United Bank for Africa
01.2009 - 10.2009

System support

Access Bank Plc
03.2007 - 11.2007

Bachelor of Science - Computer And Information Technology

Bowen University

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Akinola Afolabi