Oluwakemi Akinyele

• Designed and implemented intervention programs, including on-the-job training and e-learning, to address learning gaps.
• Developed annual training plans and budgets, creating in-house training programs.
• Cultivated positive relationships with unit heads and staff to facilitate training operations.
• Collaborated with managers and supervisors to assess training needs and develop relevant programs.
• Managed and updated the company’s knowledge base system with product and operational information.
• Conducted training sessions for newly employed trainers and call center agents.
• Created pictorial communication materials for internal and external dissemination.
• Coordinated training facilities, equipment, and records management.
• Delivered leadership and personal development programs periodically.
• Assessed training needs and developed programs in consultation with managers and supervisors.
• Oversaw onboarding, orientation, and integration of new employees nationwide.
• Implemented strategic methods for mentoring, on-the-job training, and professional development.
• Provided mentorship and coaching to low-productivity customer care staff.
• Acted as interim head of training during their absence.

Key Achievements:

• Successfully resolved customer complaints and addressed their queries in a timely

Manners.

• Gathered valuable feedback from customers and utilized it to make informed Decisions.
• Ranked among the top 5 specialists with the highest customer retention rate in the 1st quarter of 2010.

Responsibilities:

• Developed a procedure for outbound calls to welcome new customers and win back those who had previously churned the company’s products and services. Also provided information about campaigns and conducted tele-research periodically.
• Implemented techniques to gather feedback from customers on product and service usage patterns, which were then shared with management for decision-making purposes.
• Updated CRM systems to track customer interactions,built strong relationships with clients and educated them about new value-added services. Recorded customer’s complaints on products and services for possible improvements or redesign.
• Designed call procedures to generate reports on customer satisfaction and understand the reasons behind customer churn. These reports assisted management in making informed decisions.

• Responded promptly to customer complaints, ensuring effective handling of queries.
• Delivered daily reports on customer information to management through the Siebel matrix, enabling informed decision-making and enhancing customer service strategies.
• Executed successful business campaigns, effectively upselling company products and services.
• Played an active role in training and mentoring new team members, fostering their growth and development.
• Utilized customer feedback and data analysis to identify areas for improvement and implemented strategies to enhance overall customer satisfaction.
• Collaborated with cross-functional teams to resolve complex customer issues, ensuring a seamless and satisfactory customer experience.
• Developed and implemented strategies to enhance customer retention, resulting in increased customer loyalty and repeat business