Oladipo Adekoya
Saskatoon,SK
Summary
Proven leader with extensive experience in operations and customer care at OVH Energy Marketing Ltd. Excelled in enhancing customer satisfaction by 20%, streamlining processes, and fostering team collaboration. Skilled in report preparation and customer relationship management, demonstrating a strong ability to drive results and improve operational efficiency.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Customer Care Coordinator
OVH Energy Marketing Ltd
03.2018 - 07.2020
- Analyzed customer feedback for process improvements to achieve long-term business objectives.
- Maximized customer satisfaction by implementing service level agreements SLAs to tasks and deliverables relating to order processing and deliveries.
- Increased customer satisfaction ratings by 10% by solving problems promptly and to customer expectations.
- Implemented customer care policies, procedures, and regulations necessary to satisfy customer base.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Operations Coordinator
OVH Energy Marketing Ltd
03.2012 - 02.2018
- Performed analyses to gather data for operational and forecast team needs.
- Negotiated contracts with vendors to bolster customer service and reduce costs.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Provided direction and guidance to internal teams to achieve targets.
- Implemented troubleshooting, root cause analysis and issue resolution.
- Analyzed department metrics and performance and reported findings to management.
Operations Lead
Sahara Group
08.2008 - 02.2012
- Designed, implemented, and assessed system maintenance, billing, cost efficiency and CRM measures within C&M environment.
- Planned operations and activities and led projects.
- Oversaw problem resolution to address barriers to operational efficiency.
- Devised and implemented processes and procedures to streamline operations.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
Customer Representative
Conoil Plc
02.2004 - 07.2008
- Resolved concerns with products to help with customer retention and drive sales.
- Provided customers with updates and periodic statements on product developments and trends.
- Provided primary customer support to internal and external customers.
- Responded to customer calls and emails to answer questions about products and services.
- Embraced spotlight on customer service by creating courteous, friendly atmosphere for guests.
- Maintained and managed customer files and databases.
- Responded to customer requests for products, services, and company information.
- Tracked customer service cases and updated service software with customer information.
- Processed customer service orders promptly to increase customer satisfaction.
Operations Audit Assistant
Conoil Plc
02.2003 - 02.2004
- Identified various risks and errors to propose corrective action to decision makers.
- Handled planning and budgeting for audit engagements.
- Participated in business unit assessments, examining policies and procedures for inconsistencies.
- Provided feedback to corporate management concerning findings and recommendations resulting from assessments.
- Developed strategic recommendations for improving processes and reviewed suitability of internal control designs.
Education
Bachelor of Science - Civil Engineering
University of Lagos
Lagos, Nigeria07.1998
Skills
- Strong Organization
- Customer Relations
- Proficient in Microsoft Office suite (Word, Excel, PowerPoint), MS SharePoint, MS OneNote, MS Project, CRM, Zendesk
- Report Preparation
- Cross-Functional Collaboration
- Team Management
- Customer Relationship Management
- Schedule Management
- Reporting and analysis
- Research and due diligence
- Brand representation
- Delegation and Supervision
Languages
English
Full Professional
Accomplishments
- Achieved 60% reduction in order processing time by completing process improvement to streamline tasks and remove bottlenecks.
Certification
- Project Management Professional Certificate - 2023
- Achieving Service Excellence Training - 2012
- Senior Management Program, Lagos Business School - 2013
Timeline
Customer Care Coordinator
OVH Energy Marketing Ltd
03.2018 - 07.2020
Operations Coordinator
OVH Energy Marketing Ltd
03.2012 - 02.2018
Operations Lead
Sahara Group
08.2008 - 02.2012
Customer Representative
Conoil Plc
02.2004 - 07.2008
Operations Audit Assistant
Conoil Plc
02.2003 - 02.2004
Bachelor of Science - Civil Engineering
University of Lagos
- Project Management Professional Certificate - 2023
- Achieving Service Excellence Training - 2012
- Senior Management Program, Lagos Business School - 2013
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