Gbadero Alabi
17 Samuel Danial Drive, Eastern Passage,NS
Summary
A Service Experience manager and analytical problem-solver with talents for improving customer experience, team building, leading and motivating, as well as excellent customer relations and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact an organizations' culture. Dedicated to applying strategic initiatives, engagement, performance monitoring and morale-building abilities to enhance customer and employee experience and boost performance.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Group Head, HCM & Service Delivery
Page Financials
10.2020 - Current
- Drive internal and external customer centric behavior whilst ensuring alignment in organizational culture across-board.
- Developing strategic performance and compensation reports with status updates and improvement recommendations
- Reduced expenses by analyzing compensation policies and implementing competitive programs while ensuring adherence to legal requirements
- Coordinated implementation of people-related services, policies and programs across all departments and levels
- Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times
- Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly and strategically.
- Delivered exceptional customer service to over 150,000 customers by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Facilitated team building activities and workshops to improve communication, collaboration and productivity.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives and attaining over 85% customer retention.
Head, Service & Experience Management
Page Financials
01.2019 - 10.2020
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training
- Increased efficiency and performance by monitoring team member productivity and providing feedback
- Delivered excellent customer service, resulting in consistent 75% customer satisfaction rating
- Communicated professionally with colleagues, freelancers and clients
- Effective liaison between customers and internal departments
- Applied highly effective selling skills while properly engaging and presenting solutions to customers
- Trained new personnel regarding company operations, policies and services
- Created and maintained detailed database to develop promotional sales.
- Alleviated customer service needs with policy-appropriate solutions.
- Maintained accurate records of service calls and customer interactions for training and accountability purposes.
Head, Customer Engagement
Page Credit Limited
09.2015 - 12.2018
- Met with clients to understand needs and develop proactive solutions
- Collaborated with sales, delivery and service teams to manage seamless client experiences
- Consulted with teams on established best practices and process improvements
- Developed compelling presentation decks to gain approval for ideas and communicate results
- Capitalized on solutions presented by using CRM software to enhance lead prospecting and sales management
- Capitalized on customer up-sell opportunities resulting in 80% increased revenues
- Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
- Promoted business retention and growth by providing services to over 5000 customers per day, managing their needs and assisting with technical issues.
Customer Engagement – Service Culture Development Officer
Skye Bank Plc
10.2013 - 08.2015
- Identified and implemented two improvement initiatives geared towards enhancing the customer experience across all touch points
- Designed and implemented a new customer service on-boarding program for new hires
- Conducted four post training assessment of participants who have undergone customer service training to measure the effectiveness of the training and produce management report on performance
- Developed and implemented two bank wide events to raise awareness, understanding and commitment to deliver the customer experience
- Organized and implemented a customer engagement event in at least 4 key regions of the Bank targeted at interacting, educating and gaining insights from our customers
- Monitored the departmental online portal on the intranet and ensure weekly updates with relevant information
- Monitored and updated the Skye Bank Idea page and provide weekly reports on customer participation and feedback
- Implemented a quarterly service/product education email campaign to cross sell our products and services to customers
- Designed, developed, wrote, edited, and published, a variety of customer service educational pieces and other materials for desired audiences Examples include: Internal E-newsletter, electronic service tips, SMS, Emails, etc.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Administrative Assistant/Human Resources
Manpower
01.2012 - 06.2013
- Supported efficient meetings by organizing spaces and materials, documenting discussions and distributing meeting notes
- Created detailed expense reports and requests for capital expenditures
- Forecasted expected personnel demands and developed forward-thinking approaches to achieve objectives
- Enhanced team workflows and employee job satisfaction by coordinating communication between managers and employees
- Liaised between multiple business divisions to improve communications
- Collaborated with legal and compliance teams to review paperwork, obtain feedback and procure available information for new training processes
- Developed succession plans and promotion paths for all staff
- Streamlined HR efficiencies, coordinated new hire orientations and provided onboarding and training for new employees.
International Operations Officer
Skye Bank Plc
10.2010 - 08.2011
- Enhanced regional branch performance by implementing proven management processes to increase revenue
- Developed processes to save on costs and prevent losses
- Devised processes to boost long-term business success and increase profit levels
- Implemented ticket tracking system and worked with team to create customized system for improved tracking and logging of work issues
- Set, enforced and optimized internal policies to maintain responsiveness to demands
- Traveled to several locations per week to manage each store and perform reviews of individual managers and employees
- Suggested corrective services to handle customer complaints.
Customer Experience Specialist
Skye Bank Plc
02.2010 - 10.2010
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences
- Maintained extensive knowledge of company products to recommend items aligned with customer needs
- Engaged in cross-selling and up-selling activities to enhance customers' experiences and generate revenue
- Documented customer interactions in internal database to maintain customer service history details
- Maintained key performance indicators and acceptable performance levels to support assigned customer base
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs and opportunities.
Sales and Clients Executive
Steve Projects Limited
10.2008 - 02.2010
- Developed and implemented SEO techniques to maximize internet traffic and presence
- Performed competitive analyses and adjusted sales and marketing strategies accordingly
- Instructed sales staff on cross-selling and up-selling techniques resulting in increased net sales revenue by 60% in sales
- Cultivated and maintained strategic alliances with key partners and vendors
- Developed positive, performance-based internal sales and marketing culture to include mentoring staff
- Implemented sales and marketing program to support company objectives, resulting in 70% increase in new business
- Analyzed sales and marketing data for improved strategies.
Education
Diploma - Business Administration
Nova Scotia Community College
Dartmouth, NS05.2025
Bachelor of Science - Mass Communication: Public Relations & Advertising
Covenant University
Ota, Ogun State.2008
Skills
- Organization and Time Management
- Dependable and Responsible
- Interpersonal Communication
- Planning and Coordination
- Problem-Solving
- Teamwork and Collaboration
- Leadership and Mentoring
Certification
- Strategic Leadership for Seniors
- Communication Competencies and High Impact Relationship Management
- Building a Culture of Service Excellence | Ecornell Certificate Programs
Timeline
Group Head, HCM & Service Delivery
Page Financials
10.2020 - Current
Head, Service & Experience Management
Page Financials
01.2019 - 10.2020
Head, Customer Engagement
Page Credit Limited
09.2015 - 12.2018
Customer Engagement – Service Culture Development Officer
Skye Bank Plc
10.2013 - 08.2015
Administrative Assistant/Human Resources
Manpower
01.2012 - 06.2013
International Operations Officer
Skye Bank Plc
10.2010 - 08.2011
Customer Experience Specialist
Skye Bank Plc
02.2010 - 10.2010
Sales and Clients Executive
Steve Projects Limited
10.2008 - 02.2010
Diploma - Business Administration
Nova Scotia Community College
Bachelor of Science - Mass Communication: Public Relations & Advertising
Covenant University
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