TC AGULONU

• Conduct discovery/requirements gathering sessions with new clients to map out how client data would be implemented in shareworks.
• Managing administration of stock options for 200, award plans, and share purchase plans (where applicable) for 200 Direct Service business clients.
• Building sustainable relationships and trust with customer accounts through open, proactive and interactive communication and consistently going above and beyond client expectations.
• Utilized primary and secondary market research to identify market trends, competitive landscape, and customer needs, informing product development and optimization efforts.
• Managing a portfolio of Companies administering employee share plans within a team framework.
• Generating checkpoints reports for client to keep them up to date with the implementation process.
• Collaborated with sales and business development teams to identify and pursue new business opportunities, leveraging market insights and partner networks.
• Enhanced client satisfaction by proactively addressing concerns and providing timely updates on progress.

• Directed customer relations and customer service through daily communication and interaction.
• Maintained accurate and current customer account data with manual forms processing and digital information updates.
• Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
• Developed customer service improvement initiatives that decreased customer wait times by 50%.
• Evaluated account and service histories to identify trends, using data to mitigate future issues.
• Provided management with daily log report on calls, complaints, resolutions, order statuses, and escalations.
• Developed strong client relationships through timely and thorough follow-up on inquiries and concerns.

Project: Targeted General Practitioners Training Program

Worked with a diverse team from different departments on a project worth $1million to develop mandatory trainings using a learning management system for new doctors and all primary care staff. This resulted on service delivery improvement from 35% to an average of 75% year on year.

• Improved business processes by analyzing current practices and recommending optimization strategies.
• Managed several project metrics – Gantt / burn charts and associated KPIs;
• Liaised with stakeholders, presented monthly progress reports to senior management including budget monitoring and analysis;
• Elicited and translated business user concepts and ideas into business requirements documents;
• Determined lessons learned through post-project reviews and integrated findings into program plan;
• Established baseline budget schedule forecasts, contingency allowances, inflation/escalation allowances and expenditures during project execution;
• Ensured RAID (Risk, Action, Issue and Decision) logs were maintained and updated, making sure that risks were mitigated thereby reducing issues by 60%;
• Coordinated project delivery by undertaking monthly monitoring and recording of information collected;
• Gathered, documented and modeled data from 100 doctors to assess training trends;
• Produced detailed and relevant reports quarterly for use in making business decisions.