Aderonke Olubowale

Aderonke Olubowale Operations Management Accomplished and creative Manager possessing multifaceted Contact experience and proven ability to re-energize and restructure organizations, develop strategic initiatives and capture emerging Address business opportunities. Results-oriented, decisive leader adept at Plot 191, Ayoade forging lucrative relationships with key partners, vendors and clients. Olubowale Crescent, Recognized for turning around struggling company operations to Corporation Estate, Amuwo achieve sustained growth. Odofin, Lagos Nigeria. Lagos, LA Work History 2020-06 Current Phone Driver Operations / Special Projects Manager - E-mail- MAX NG, Lagos • Develop processes to ensure the day to day operations of drivers. • Driver welfare management; development of incentives and welfare packages such as health insurance and accident insurance packages for drivers. • Manage all new projects within the organization. • Operations required for the pilot and success of a project; Budgeting, Staffing, etc. 2018-09 – 2020 06 Skills Strong verbal communication Project management Strategic planning and execution Training and development Head, Productivity MAX NG, Lagos • Updated quality control standard methods and procedures to meet customer SLA and compliance requirements. • Liaised with the Product and Tech teams on defining product features and managing tradeoffs involving features, schedule and life-cycle. • Assisted with proactive client outreach initiatives through surveys and documented client correspondence in Freshdesk CRM system. • Developed the processes and policies for the onboarding, training, and performance of drivers. Staff management Complaint resolution Work flow planning • Developed the processes and policies for the continuous retraining of drivers and developed the MAX Champion rule book which addresses infractions by drivers. • Oversee the monitoring and investigation of online trips on the MAX platform. Ensuring that trip anomalies are resolved within SLA. • Successfully set up the MAX call center from scratch. • Second level escalation for the resolution of escalated issues and complaints. • Manages partnership relationships and business development. 2018-02 - Customer Service Team Lead 2018-11 MAX NG, Lagos • Escalated issues to appropriate units when standard processes were not effective • Coached new customer service agents on service techniques and provided scoring through quality assurance program • Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers • Resolved customer service issues using company processes and policies and provided updates to customers • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals • Developed the shift system of the call center, where customers no longer felt helpless when they had issues after the regular business hours • Resolution of issues and disputes involving Customers' deliveries or/and trips • Developed Standard level Agreements for the resolution of escalated issues - Customer Relations and Operations Management Bridge International Academies, Lagos • Liaised with the Customer Service and Operations Managers to organise and perform quality standard training for new and existing staff • Handled inflow and outflow of communications between the business and customers via telephone and email • Designed tracker for operating tools in 27 Academies • Prepared weekly reports on operational spends in 27 academies • Trained appropriate staff members on the use of the Customer Relationship Management (CRM) tool used in the organization for the tracking and resolution of reported and escalated issues • Successfully detected fraudulent practices in some academies • Inspected inbound and outbound products for compliance with established industry standards, company policies and procedures 2014-12 - Customer Relations 2016-08 Portland Paints And Products Nigeria Ltd, Lagos • Directed incoming calls to internal personnel and departments, routing to best-qualified entity to respond to callers' needs • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly • Promoted available products and services to customers during service, account management and order calls • Answer inquires by providing information and clarifying needed information • Completing transactions and/or forwarding to available sales persons • Resolve problems relating to customer complaints Education . 2020-05 Initiating and Planning Projects University of California Irvine (Via Coursera) - Bachelor of Science: Political Science Lagos State University - Lagos State 1994-01 - High School Diploma 1999-06 Jubilee College Lagos - Lagos State Certifications Member Nigerian Institute of Management Interests Project Management Training and Facilitating Hobbies • Baking • Reading • Travelling Refrees Available on request.