MELINDA OLANREWAJU
Ajax,ON
Summary
Experienced leader with six-year track record in successfully managing diverse teams, implementing innovative processes and strategically planning initiatives with a focus on product management. Proven expertise includes maintaining client relationships, enhancing customer experience, consistently exceeding KPI's, SLA's and annual target goals. Demonstrates the ability to foster high-functioning teams through the establishment of a positive culture of accountability, teamwork, collaboration and channel performance.
Overview
6
6
years of professional experience
Work History
Operations Supervisor - Products & Services
Foss National Leasing Ltd.
Markham, ON
04.2022 - Current
- Recruit, mentor, train, and develop team of agents and nurture an environment where they can excel through encouragement, mentorship and empowerment
- Track, assess, and analyze KPIs, statistics to compile accurate
reporting on services using Salesforce and other reporting tools such as Power BI - Expertly manage diverse product portfolios, ensuring timely updates and oversee comprehensive training for various departments
- Collaborate with Leadership to implement proactive strategies, driving successful product launches and campaigns, resulting in increased revenue
- Compile operational metric reports and deliver insightful presentations to Leadership, offering strategic recommendations
- Lead projects serving as decision maker, contributor and subject matter expert
- Identify areas for improvement and implement new processes to enhance overall company quality and performance
Client Services Supervisor
Foss National Leasing Ltd.
Markham, ON
11.2019 - 04.2022
- Strategically led diverse teams, encompassing Client Service Representatives, Administrators, and Driver Support team, across Canada
- Conducted regular performance reviews for team members to ensure job satisfaction and effectiveness
- Designed and implemented an organization-wide onboarding process for new hires guaranteeing seamless and standardized experience
- Effectively managed multiple queues using CRM (Salesforce) achieving above average SLA and KPI performance in client responses
- Developed and implemented policies to enhance customer satisfaction and streamline service efficiency
- Prepared reports for Leadership Team summarizing key performance metrics such as call performance by queue, average handling time, calls handled and resolution rate
- Collaborated closely with the sales team successfully onboarding new clients and fostering a seamless and positive experience
- Maintained and built strong client relationships through quality, personalized interactions with vendors and stakeholders
- Managed the acquisition and transition of 2000 vehicle fleet for Fortune 500 company.
Team Lead Client Services (Eastern Region)
Foss National Leasing Ltd.
Markham, ON
05.2018 - 11.2019
- Effectively managed the day-to-day performance of ten Client Service Representatives, identifying issues and root causes, implementing strategic solutions to enhance customer experience across Canada
- Regularly audited client profiles and vehicle orders to ensure accuracy and correctness of information
- Proactively managed and resolved client requests within established Service Level Agreements (SLAs) utilizing Salesforce, while optimizing queue management for efficient workflow
- Collaborated with Director of Sales in developing plans for future projects, initiatives and objectives
- Actively initiated continuous client communications, cultivating relationships and championing client education initiatives
- Engaged in regular stakeholder meetings, fostering transparent communication and departmental collaboration for streamlined organizational synergy
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth
- Conducted regular coaching sessions to inspire personal growth and development of team members, contributing to a supportive and progressive work environment
Education
Leadership Development Program
Queens University
04.2021
Certificate in Occupational Health and Safety - Occupational Health And Safety
Ryerson University
04.2016
Bachelors of Sciences -
University of Toronto
Skills
- Process Improvement
- Customer Excellence
- Strategic Planning and Team Building
- Project Management
- Relationship Management
- Microsoft Suite
Accomplishments
- Received Employee of the Year multiple times (2012, 2013, and 2018) for consistently embodying and upholding company values
- Food Sorting and Distribution - Daily Bread Food Bank
- Operations Christmas Child - Samaritan's Purse
- Grocery Organization and Toy Sorting - Salvation Army
- Member of Women In Fleet Management
Projects
- Covid Health and Safety Protocol: Researched and developed safety protocols, collaborated with HR and implemented organization-wide
- Condeco - Hoteling System: Led efforts to ensure the office is equipped with necessary technology for the return of employees post COVID-19. Condeco enabled employees to book workstations in advance, either online or via mobile app. considering set office attendance days per week.
- SoftPhone System - Micollab: Facilitated and tested phone system, providing training company wide. Revamped phone queues and transitioned from desktop to softphone for enhanced departmental metrics and reporting.
- Office Expansion: Served as the primary contact for office expansion, redesigning the layout to optimize space for accommodating employee growth and fostering collaboration.
Language
- Tagalog (Fluent in writing, speaking, comprehension)
Timeline
Operations Supervisor - Products & Services
Foss National Leasing Ltd.
04.2022 - Current
Client Services Supervisor
Foss National Leasing Ltd.
11.2019 - 04.2022
Team Lead Client Services (Eastern Region)
Foss National Leasing Ltd.
05.2018 - 11.2019
Leadership Development Program
Queens University
Certificate in Occupational Health and Safety - Occupational Health And Safety
Ryerson University
Bachelors of Sciences -
University of Toronto
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