AYORINDE TUGA
Markham,ON
Summary
Experienced and result-oriented sales/marketing, customer service, training and development professional, and human resource generalist with over 16 years of experience and a superb track record of results. Adept at resolving conflict, and customer queries, growing revenue and customer base. Strong innovator with a creative and energetic approach to performance improvement strategies. Seeking to maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
15
15
years of professional experience
Work History
Learning and Development Manager
ALERZO LIMITED
ABUJA, FEDERAL CAPITAL TERRITORY
10.2021 - 03.2023
- Created the Learning and Development Strategy for the Northern Region to drive a learning culture amongst employees
- Successfully initiated several Performance Improvement Plans for employees based on the outcome of Training Needs Analysis carried out
- Developed and executed the first Employee Online Survey which translated to improved Employee Engagement and job satisfaction across all cadre of staff
- Developed and executed the framework for Town Hall Meetings and Fireside Chats that helped improve communication between executive management and the larger body of employees
- Contributed significantly to reducing the cost of the first performance review exercise held by 100%. This was achieved by leveraging on free resources to deploy the exercise and saving the company $8000 that would otherwise have been paid for execution of the project
- Delivered new employee onboarding and training sessions
- Coordinated personal development classes for staff members
- Reviewed and edited all training materials for accuracy and company policy compliance
- Communicated all learning and performance objectives, schedules, and training assessments to upper management
- Researched and obtained relevant course materials to achieve training objectives.
Undertaking Manager
IKEJA ELECTRIC
IFAKO, LAGOS
04.2017 - 07.2018
- Learned and adapted quickly to new technology and software applications.
- Grew revenue generation of the Undertaking by increasing team involvement in day to day decision making, resulting in enhanced team competitiveness and performance with increased revenue generation from N32 million in 2017 to N61 million in 2018
- Monitored and ensured adherence to reporting timelines resulting in a 100% compliance rate from 60% previously recorded
- Surpassed customer satisfaction rating target, improving scores from 35% to 93% in the 2nd quarter of 2017 through prompt resolution of customer complaints and improved quality of customer interactions
- Improved technical issues resolution by proactively ensuring the constant availability of consumables required to effect repairs and maintenance of power infrastructure resulting in reduced periods of outages
Territory Manager
ETISALAT NIGERIA
IKEJA, LAGOS
02.2014 - 08.2016
- Managed the work and performance of more than 80 members of the customer service and retail teams across 14 Experience Centres within the assigned territory
- Supervised the development and execution of Experience Center-specific sales strategies which resulted in increased total territory sales from 800 million in 2013 to 900 million in 2014 and 970 million in 2015
- Enforced compliance to the adherence of quality customer service delivery which significantly increased customer satisfaction scores to 82% in 2014 and 86% in 2015
- Observed each Experience Center Manager's individual strengths and initiated mentoring program to improve areas of weakness.
- Provided leadership and directional support for Experience Center Managers within the assigned Territory to achieve set targets in Sales and Customer Service delivery
- Coached and mentored staff within the Territory to improve job engagement and overall performance
- Delivered multiple trainings across EMTS to ensure the development of essential skills set of frontline staff in the execution of their deliverables
Center Manager
ETISALAT NIGERIA
IKEJA, LAGOS
02.2010 - 02.2014
- Directed work of the service team to deliver exceptional customer experience within assigned Experience Centers
- Directed daily operations at the assigned Experience Center
- Handled problematic customers to assist lower-level employees and maintain excellent customer service
- Developed sales strategy that resulted in a 100% increase in sales/revenue for the Mobile Point of Sales (MPOS) Experience Center in 2010
- Coached and mentored team members to improve performance as part of sound human resources strategies
- Managed the center’s cash and product stock inventory, preparing accurate records without variance over a 4 year period
- Monitored and ensured compliance to the Center’s Health and Safety procedures
- Awarded Experience Center Manager of the Year Award in 2011
RETAIL ADVISOR
ETISALAT NIGERIA
IKEJA, LAGOS
04.2008 - 02.2010
- Greeted customers and helped with product questions, selections, and purchases
- Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
- Helped customers complete purchases, locate items, and join reward programs.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Developed professional relationships with customers to increase loyalty, retention and rapport.
- Answered customer questions about products and services
- Provided exceptional services and pleasant shopping experiences to retail customers.
Education
Master of Science - Monogastric Nutrition Animal Production
UNIVERSITY OF ILORIN
ILORIN, KWARA2005
Bachelor of Agriculture - undefined
UNIVERSITY OF ILORIN
2001
Skills
- Operations Management
- Training and Development
- Team Capacity Building
- Conflict Resolution
- Company Policy Compliance
- Standard Operating Procedures Understanding
- KPI Performance
- Call Analysis
- Individualized and Group Training
- Inventory Accuracy
- Customer Inquiry and Response
Timeline
Learning and Development Manager
ALERZO LIMITED
10.2021 - 03.2023
Undertaking Manager
IKEJA ELECTRIC
04.2017 - 07.2018
Territory Manager
ETISALAT NIGERIA
02.2014 - 08.2016
Center Manager
ETISALAT NIGERIA
02.2010 - 02.2014
RETAIL ADVISOR
ETISALAT NIGERIA
04.2008 - 02.2010
Master of Science - Monogastric Nutrition Animal Production
UNIVERSITY OF ILORIN
Bachelor of Agriculture - undefined
UNIVERSITY OF ILORIN
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