Olugbenga Odukoya
Saskatoon,Canada
Summary
Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.
Resourceful Escalation Specialist recognized for high productivity and efficient task completion. Specialized skills include conflict resolution, customer relationship management, and process improvement. Excel in communication, adaptability, and problem-solving to effectively manage escalations and ensure customer satisfaction.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Escalation Specialist
HGS
11.2022 - Current
- Company Overview: Canada
- Exemplify world class customer service on customer issues in an efficient manner
- Champion the customer’s solution by owing their experience and seeing them through to resolution
- Grow & nurture customer relationships during each interaction, resulting in measurable
- Evaluate and analyze customer account information and recommend cross selling opportunities
- Provide accurate information following company and / or client directed policies
- Maintain and document customer accounts and perform adjustments as required
- Recommend tailored solutions to the customer, reinforcing relevant benefits that enhance brand loyalty
- Respect and maintain customer confidentiality at all times
- Participates in coaching, meetings or team huddles with respective manager
- Canada
Program Manager
Peace and Life Enhancement Initiative International
11.2011 - 10.2022
- Company Overview: Nigeria
- Monitoring monthly meetings at facilities and medication records of TB patients in 3 LGA’S in Ogun State to increase healthy living and drug adherence by 50%
- Home visits to TB patients to increase a healthy living environment and increase case finding activities by 45%
- To increase community awareness and sensitization on TB and its management by 55%
- Coordinated the registration of pregnant women and infants on basic health care programme of the State Government to reduce out of pocket burden of the rural people by 85%
- Coordinated distribution of enrollee access cards to increase access by 45%
- Coordinated HIV/AID behavioral change activities among the KEY populations to increase HCT uptake by 50% and drug adherence by 60% in 18 months
- Coordinated HIV/AIDS counselling and testing activities among the general population to increase public awareness by 45% in 3 local government areas
- Coordinated vocational training activities for 32 out of School youths to improve their skills by 60%
- Coordinated the distribution of long lasting insecticide net to reduce malaria cases by 80% across 15 wards in Odgogbolu local government area
- Coordinated awareness and sensitization programme to increase community knowledge on the use of long lasting insecticide net and how to reduce malaria in the community
- Coordinated malaria testing and referrals across the 15 wards in Odogbolu local government area to reduce the death rate among infants by 35%
- Nigeria
State Focal Person - Community Led Monitoring Program
NEPWAN/UNAIDS-Nigeria
09.2020 - 09.2021
- Coordinated training of 6 data collectors on the use of data monitoring tools to improve data collection, analysis and evaluation by 75% for effective decision making
- Coordinated the linkage of data collectors with government facilities and representatives to improve data collection and process by 50%
- Coordinated the weekly and monthly report for national quarterly meetings to improve decision making by 35%
Project Assistant
Hats Investment and Promotions Ltd
03.2010 - 06.2011
- Company Overview: Nigeria
- Coordinated the construction and settings of a new warehouse for the distribution of Unilever products to improve sales by 60%
- Coordinated the purchase of distribution trucks and vans to improve distribution channels to hard to reach communities by 30%
- Established 6 sales points to increase sales by 55% and created demands by 30% in identified strategic areas within the territory
- Nigeria
Administrative Officer
Deltonprints Promotions Ltd.
01.2005 - 08.2008
- Company Overview: Nigeria
- Tracked, proofread, formatted and circulated confidential documents, such as briefing materials, budget documents, Cabinet documents, and presentation materials;
- Provided support for financial administration such as through purchasing, monitoring expenditures, coding and processing of business expense forms and invoices, reconciling purchase card expenditures, and running and distributing financial reports;
- Assisted with meeting logistics and travel arrangements;
- Managing Branch office supplies and office equipment;
- Maintained files in a manner consistent with Head office;
- Assisted personnel with administrative matters;
- Assisted with staffing processes including staffing requisitions and onboarding/off boarding of staff
- Organized administrative processes to meet corporate/ministry requirements
- Nigeria
Education
Master of Arts - International Development Management
University of Manchester
Manchester, United Kingdom01.2009
Master of Business Administration - Marketing Management
Lagos State University
Lagos, Lagos State, Nigeria01.2006
Diploma - Corporate Managerial Administration
Nigerian College of Administration
Lagos, Nigeria01.2001
Skills
- Time management
- Team work
- Planning
- Inventory control skill
- Reporting skills
- Communication Skill
- Good administrative skill
- Community development analyst
- Marketing skill
- De-escalation techniques
- Assertiveness
- Complaint handling
- Goal setting and achievement
- Reporting and documentation
- Client retention strategies
- Refunds processing
- Customer relationship management
Certification
- Member, Chartered Institute of Administration, Nigeria
- Linking Conflict, Aid and Development (Peace Building & Development Institute, American University, Washington DC)
- Member, Project Management Institute
Volunteer Experience
Canada Redcross Society, 04/01/23, Present
Highlightsandskills
- Time management
- Team work
- Planning
- Inventory control skill
- Reporting skills
- Communication Skill
- Good administrative skill
- Community development analyst
- Marketing skill
Timeline
Escalation Specialist
HGS
11.2022 - Current
State Focal Person - Community Led Monitoring Program
NEPWAN/UNAIDS-Nigeria
09.2020 - 09.2021
Program Manager
Peace and Life Enhancement Initiative International
11.2011 - 10.2022
Project Assistant
Hats Investment and Promotions Ltd
03.2010 - 06.2011
Administrative Officer
Deltonprints Promotions Ltd.
01.2005 - 08.2008
Master of Arts - International Development Management
University of Manchester
Master of Business Administration - Marketing Management
Lagos State University
Diploma - Corporate Managerial Administration
Nigerian College of Administration
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