TOLU OKOJIE
Brampton,ON
Summary
Experienced leader adept at planning, developing, and executing project and program initiatives. With a track record spanning financial, telecoms, and aviation sectors, I bring a unique blend of strategic insight and customer-centric focus.
Proven success in market research, data analysis, and crafting effective communication plans. Known for driving customer satisfaction, financial growth, and operational excellence.
I am ready to contribute dynamic leadership to elevate your organization.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Customer Experience Manager
Chartright Air Inc
11.2019 - Current
- Lead and participate in various projects, showcasing adaptability to new challenges.
- Serve as a subject matter expert, providing valuable insights and expertise in project initiatives.
- Direct and participated in related projects as requested by the Director of Client Services.
- Delivered outstanding customer service to a diverse clientele.
- Address unique needs and concerns of clients, ensuring satisfaction and loyalty.
- Possess an in-depth understanding of aviation service policies and procedures.
- Monitor day-to-day service performance to ensure timely customer response via telephone and emails.
- Oversee the investigation and response to all customer complaints and inquiries, demonstrating commitment to resolving issues promptly.
- Supervise a team of Customer Service Representatives and Marketing executives in day-to-day operations.
- Manage the overall administration of various processes, including client onboarding, job applicant interviews, passenger appeals, quality assurance, and policies.
- Develop and monitor budgets, ensuring effective financial management for the department.
- Develop and coordinated communication programs to enhance client awareness of Chartright Air services
- Contribute to initiatives aimed at improving accessibility and service facilities.
- Substituted for key management operational roles during short absences, ensuring seamless operations.
- Ensured passengers and employees were treated with respect and dignity, aligning with the Ontario Human Rights Code.
- Accommodated the needs of passengers and employees with disabilities.
- Demonstrated sound knowledge of business administration, market research, and marketing communications within Chartright Air.
- Created and designed layout, graphics, and various media for Chartright Air.
- Developed a thorough knowledge of departmental policies and procedures.
- Handled government, politically sensitive and confidential matters on a frequent basis, ensuring discretion and integrity.
Customer Service Supervisor
Swoop Airline
11.2018 - 11.2019
- Supported the leadership team in various projects, showcasing adaptability and commitment to achieving project goals.
- Actively participated in initiatives directed by senior management, contributing insights and expertise.
- Played a pivotal role in delivering exceptional customer service to passengers, ensuring a positive and seamless travel experience.
- Addressed diverse customer needs and concerns, emphasizing responsiveness and effective problem resolution.
- Monitored day-to-day service performance to uphold targets for timely customer response via telephone and emails.
- Assisted in the investigation and resolution of customer complaints and inquiries, fostering a culture of continuous improvement.
- Assisted in supervising the Customer Service team, providing support in day-to-day operations.
- Contributed to the administration of various customer service processes, including quality assurance and policy adherence.
- Assisted in budgeting and financial management activities, ensuring cost-effective customer service operations.
- Collaborated on communication programs to enhance awareness of Swoop Airline's services, emphasizing accessibility and customer information.
- Acted as a backup for key roles during short absences, ensuring continuity in customer service operations.
- Undertook additional duties as assigned by the Customer Service Manager.
- Ensured passengers and employees were treated with respect and dignity, aligning with the Ontario Human Rights Code.
- Contributed to accommodating the needs of passengers and employees with disabilities.
- Showcased well-developed organizational abilities in managing day-to-day customer service operations.
- Demonstrated proficiency in computer skills, including relevant software applications for airline customer service.
- Developed a thorough knowledge of departmental policies and procedures.
- Handled confidential matters with discretion and integrity, ensuring compliance with industry regulations.
Customer Service Supervisor
Rogers Communication
04.2015 - 11.2018
- Led and inspired a team, providing ongoing support, coaching, and mentorship for in-role performance and career growth.
- Tracked and drove appropriate objectives, emphasizing team members' development and customer satisfaction, while maintaining operational excellence and cost-effectiveness.
- Managed the technical ticket escalation flow, ensuring timely investigations and the removal of roadblocks to resolution.
- Drove key initiatives and projects to elevate team members' service levels and uphold operational excellence standards.
- Provided customer escalation support, managing client expectations to align with contractual commitments.
- Ensured the delivery of contracted service commitments and addressed customer concerns promptly and effectively.
- Acted as a service desk escalation point for priority incidents, demonstrating a hands-on approach to problem resolution.
- Leveraged existing internal sources and identified new opportunities for sales.
- Represented Rogers in the promotions and sales of mobile, cable, internet, home phone, and smart home monitoring products at special events.
- Ensured team members documented and submitted sales orders promptly for input into the database.
- Managed external vendors, ensuring service levels were maintained and adhered to.
- Collaborated closely with Store Managers to meet or exceed service levels.
- Acted as a change agent, leading, motivating, and supporting the team through organizational changes.
- Responded to and managed any complaints or issues escalated by customers, managers, or representatives, ensuring swift resolution and customer satisfaction.
- Upheld professional standards in customer interactions and service delivery.
- Coordinated with various departments to streamline processes and improve customer experiences.
- Maintained awareness of industry trends and customer needs to contribute to strategic planning..
Head, Customer Service
Arik Airline Ltd
, Nigeria
03.2012 - 04.2015
- Managed and led a team of professionals, ensuring effective collaboration and performance excellence.
- Oversaw the Customer Service team to guarantee customer retention and provided prompt resolution to service issues, consistently delivering exceptional customer service.
- Worked as a valuable Project Team Member and Subject Matter Expert for various organizational projects, contributing expertise and insights.
- Conducted regular coaching sessions to enhance the skills and performance of team members.
- Investigated and reported on potential data entry and system anomalies to management.
- Reviewed quality assurance reports, ensuring accuracy, and provided coaching as necessary.
- Evaluated operations to identify opportunities for process and system improvements, positively impacting customer service experience.
- Implemented customer support processes to enhance overall customer satisfaction.
- Determined customer service requirements by maintaining contact with customers, conducting surveys, and benchmarking best practices.
- Improved customer service quality results through process re-design, establishing service metrics, and implementing changes.
- Set a clear mission for the team and deployed strategies focused on achieving that mission.
- Developed service procedures, policies, and standards, ensuring alignment with organizational objectives.
- Kept accurate records and documented customer service actions and discussions, maintaining a comprehensive database.
- Improved the overall customer service experience, facilitating organic growth for the organization..
Business Development Manager
Fidelity Bank PLC
, Nigeria
03.2008 - 03.2012
- Played a pivotal role as a project team member in the deployment and implementation of Kastle lending software, serving as the Credit Approval and Monitoring System for the Bank.
- Managed the project lifecycle from initiation to closing stage, ensuring successful integration into the organization.
- Resolved customer escalations promptly, fostering a positive customer experience.
- Collaborated with key Relationship Managers, Marketing Team, and Product Development Team to implement processes aligned with support requirements.
- Identified and mitigated risks that could impact customer growth, satisfaction, and success.
- Received and resolved customer complaints and disputes, enhancing customer satisfaction and retention.
- Provided valuable insights to inform marketing optimization and assisted in creating impactful marketing campaigns, primarily using digital tactics.
- Responded to customer inquiries by phone and email, ensuring effective and timely communication.
- Tracked and optimized all accounts opened, focusing on customer satisfaction and growth.
- Provided support in developing and executing strategies to enhance the bank's market position.
Education
Master of Business Administration - Marketing
Obafemi Awolowo University, Ile-Ife, Osun State
Nigeria06-2015
Bachelor of Science - Banking And Finance
Ambrose Alli University, Ekpoma, Edo State
Nigeria06-2004
Skills
- Advanced facilitation and people management skills
- Excellent Leadership and Good team player
- Solid Customer Relationship Management skills
- Time Management
- Data collection, and analysis
- Google Analytics
- Excellent internet search engine skills
- Negotiation and Influencing skills
- Proficiency in Microsoft Office Suite (MS Excel, MS Word, MS PowerPoint)
- Visio, MS Project, Jira, Adobe
- Desktop publishing, word processing, graphic designs, and layout
- Good knowledge of waterfall and agile methodologies
- Business analysis skills
- Project management skills
- Excellent Interpersonal, Networking, analytical and communication skills
- Leadership and Project Participation
- Exceptional Client Service
- Service Monitoring and Performance
- Supervision and Team Management
- Budgeting and Financial Management
- Communication Programs
- Human Rights Compliance
Certification
- Certified Scrum Master (SMC)
- Scrum Fundamental Certified (SFC)
- Certified Six Sigma Yellow Belt
- Google project management certificate – In Progress
- Certificate of Completion of Business Analyst Training Course
- Organizational culture and professional development – Espera Global Corporation
- Marketing and Selling skills - Espera Global Corporation
Accomplishments
- Business Personality Award from CanadaVendors
References
References available upon request.
Timeline
Customer Experience Manager
Chartright Air Inc
11.2019 - Current
Customer Service Supervisor
Swoop Airline
11.2018 - 11.2019
Customer Service Supervisor
Rogers Communication
04.2015 - 11.2018
Head, Customer Service
Arik Airline Ltd
03.2012 - 04.2015
Business Development Manager
Fidelity Bank PLC
03.2008 - 03.2012
Master of Business Administration - Marketing
Obafemi Awolowo University, Ile-Ife, Osun State
Bachelor of Science - Banking And Finance
Ambrose Alli University, Ekpoma, Edo State
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