Caleb Oluigbo

PUBLIC Caleb Oluigbo Lagos Island, Lagos State, Nigeria - |-| LinkedIn Profile Professional Summary Detail-oriented and results-driven professional with over 7 years of experience in data analysis, business intelligence, customer experience management, and performance optimization. Adept at leveraging data to drive business decisions, improve efficiency, and achieve operational goals. Strong leadership abilities in workforce management, capacity planning, and cross-functional collaboration. I am passionate about business analytics, project management, and IT solutions. Thrives in fast-paced environments and excels at problem-solving and team leadership. Core Competencies • Data Analysis & Reporting • Business Intelligence & Analytics • Performance & Workforce Management • Customer Experience Strategy • Capacity Planning & Forecasting • Complaint Management & Resolution • Leadership & Team Development • GDPR & Data Privacy Compliance • Process Improvement & Optimization Professional Experience First City Monument Bank Limited – Lagos, Nigeria Management Information Systems Executive (Service measurement and Digital technology Group) September 2022 – Present • Manage raw data, perform analysis, and generate insights to support business objectives and decision-making. • Oversee real-time monitoring to ensure efficiency and adherence to Service Level Agreements (SLA). • Lead reporting efforts, delivering daily, weekly, and monthly performance metrics. PUBLIC • Design and implement monthly staff scheduling, improving productivity through capacity planning. • Coordinate cross-functional meetings to support management decision-making and enhance operational efficiency. • Manage CBN Consumer Complaint Management System (CCMS), tracking and reporting resolved or pending customer complaints. • Provide analytical support to track and monitor corporate KPIs. Customer Feedback Officer (CBN Regulatory & Loans Team) June 2022 – October 2022 • Resolved external customer issues related to loan products and liaised with various teams to ensure swift resolution. • Managed escalated complaints and coordinated feedback to customers, ensuring alignment with CBN regulations. • Prepared internal and regulatory reports, identifying trends and providing actionable insights for service improvement. Union Bank of Nigeria – Lagos, Nigeria Channel Management Specialist July 2020 – May 2022 • Managed digital channel products, ensuring seamless operation and resolution of customer issues. • Monitored and analyzed inbound customer interactions, optimizing the use of CRM tools and Excel for reporting. • Led efforts to prevent fraud and resolve disputes related to POS and mobile transactions, ensuring customer satisfaction. • Worked cross-functionally to enhance the digital customer experience, promoting mobile banking platforms. • Prepared daily interaction reports, analyzing KPIs to drive continuous performance improvements. Customer Service Executive November 2019 – June 2020 • Provided first-line support for customer inquiries, resolving issues and improving satisfaction. • Maintained high-quality call standards and ensured issues were promptly addressed. • Assisted in the training and onboarding of new customer service representatives, sharing the best practices. PUBLIC GETJAMA – Lagos, Nigeria Data Officer Team Member July 2019 – October 2019 • Managed a team of 10-14 field data officers, ensuring the collection of high-quality data for business insights. • Performed background research and generated actionable reports to support organizational goals. CourierPlus Services Nigeria – Lagos, Nigeria Procurement Officer February 2018 – September 2018 • Supported procurement processes, ensuring compliance with best practices and company policies. • Managed inventory, reconciled invoices, and coordinated procurement for fleet maintenance and operational needs. • Contributed to office renovation projects, ensuring smooth execution within budget. Human Resources Assistant December 2017 – February 2018 • Assisted in managing HR processes, maintaining employee records, and ensuring organizational policies were followed. • Supported recruitment efforts and updated the company database of existing and exited staff. First City Monument Bank Limited – Lagos, Nigeria Marketing Executive February 2015 – April 2016 • Developed and implemented marketing strategies, contributing to the bank's visibility and customer engagement. MultiChoice Group – Victoria Island, Lagos, Nigeria DSTV Customer Representative July 2012 – February 2013 • Delivered top-tier customer service, handling inquiries and resolving issues for customers nationwide. FOLAWIYO ENERGY – Apapa, Lagos, Nigeria Logistics Personnel July 2009 – November 2009 • Managed logistics operations, ensuring timely delivery of goods and fleet coordination. PUBLIC Education Bachelor of Science in Statistics Nnamdi Azikiwe University, 2007 - 2011 Secondary School Certification in Natural Sciences Air Force Secondary School Ikeja, 1999 - 2005 Certifications • Cybersecurity Intro • Leadership Effectiveness • Banking & Financial Markets Industry Intro • What is Data Science • Accountability & Professionalism Training Program Languages • English (Professional Working Proficiency) This format places your core competencies, professional experience, and education in a way that highlights your most relevant skills and achievements. If you'd like to refine it further or add more specific details, feel free to let me know!