David Edokpayi

DAVID OGHOGHO EDOKPAYI - |-| LinkedIn | Lagos - Nigeria PROFILE SUMMARY Customer Centric and Business Performance Management Professional with over 10 years of experience in Operational design and development, training, project management, workforce selection, leadership, and organizational development in Telecommunications, Retail, Hospitality, Prop-tech, and FMCG industries. Experienced in managing complex projects and developing global performance-driven teams through implementing best practices. Possesses strong organizational and interpersonal attributes and a proven determination to succeed. A team leader with an executive presence and a transformational leadership style. SKILLS AND COMPETENCIES ● ● ● ● Strategic Leadership Customer Success Net Promoter Score Call Center Management ● ● ● Process Improvement Operations Management Customer Experience Management ● ● ● ● Customer Retention Commercial Awareness Performance Management Relationship Management ● ● ● ● Onboarding & Advocacy Communication Skills Team Development Performance Tracking KEY CAREER ACHIEVEMENTS ● ● ● ● ● ● Initiated a quality assurance program which resulted in accountability for providing an exceptional customer experience across all touchpoints. Developed a metric to proactively track customer health, improving customer retention from ~70% to over 85% in one year. Implemented the “First Call Resolution” strategy, reducing the TAT (turnaround time) for issue resolution from 3 days to 1 day. Established and developed the Customer Success team responsible for tracking and management of #40M of recurring revenue. Implemented project and resource management processes which led to 20% team utilization improvement. Led the Customer Service Unit/Team to increase productivity from 80% to 97.4% within 6 months. EXPERIENCE Head of Operations & Customer Experience | Smallsmall Technology, Lagos – Hybrid Work |2021 - 2023| A Senior management role responsible for Leading, Planning, Supervising, and Execution of the organization’s overall Operational activities, Customer Experience Goals, and control of the diverse business operations. Driving business functionality and sustainable growth, ensuring the development and implementation of efficient operations and cost-effective systems to meet the current and future needs of the organization. ● ● ● ● ● ● ● Designed and implemented business strategies, plans, and procedures, from development through successful execution. Provided performance consulting and training services for individuals and departmental heads. Oversees the daily workflow of the organization, and encourages maximum performance and professional development for all employees. Set comprehensive goals for performance and growth, and oversee daily operations of the company. Evaluate performance by analyzing and interpreting data and metrics. Recommends and implemented new processes, technologies, and systems to improve and streamline organizational processes and use of resources and materials. Established Policies that promote company culture and vision. Customer Experience/Business Operations Manager | Arla Foods, Sharjah – UAE |2018 – 2020| ● Led and Manage the Customer Experience/Operations Business Unit, ensuring activities support the strategic objectives of the organization. ● Established policies and procedures for administrative staff, personal support staff, staffing organization & staff development. ● Monitored quality improvement across the department and continuously seek new ways of improving the customer experience. ● Established a loyal client base of repeat customers by fully understanding individual customers' tastes and learning the features and nuances of every service provided. ● Challenge all processes that impact customers receiving the best possible experience. Customer Service & Sales Operations Manager | TVH Middle East, Sharjah – UAE |2016 – 2018| ● Led and managed the performance of a team of 25 Sales and Customer Support Staff. ● Monitor, collect market pricing and report on markets and competitor brands and activities, and recommend courses of action. ● Built and promoted strong, long-lasting customer relationships by partnering with them and understanding their needs. ● Created and documented customer service processes and procedures which enabled the implementation of key metrics. Quality Assurance & Operations Officer | MTN Communications Nigeria |2014 – 2016| ● Prepared and implemented quality assurance policies and procedures. ● Planned, assign, and monitor work tasks for optimum team efficiency. ● Perform quarterly staff performance evaluations, and identified and address development needs. ● Ensured all customer service activities were aligned with the agreed service level. ● Monitor the quality-of-service requests and maintain good relationships with both internal and external customers. . EDUCATION ● Master of Business Administration (MBA) University of Lagos, Lagos State – Nigeria ● B.Sc. (Hons) – Business Administration (Second Class Upper) University of Benin, Edo State – Nigeria ● Ordinary National Diploma (OND) - Accountancy Federal Polytechnic Auchi – Nigeria |2012| |2007| |2003| TRAINING AND CERTIFICATIONS ● ● ● ● ● ● ● ● ● ● ● ● ● Performance Management – LinkedIn Learning Customer Success Management – LinkedIn Learning Lean Six Sigma – LinkedIn Learning Customer Retention Processes & Strategy – LinkedIn Learning Creating a Positive Customer Experience – LinkedIn Learning Design Thinking: Customer Experience – LinkedIn Learning Value-Based Customer Service – HR. Exponentials Social Media Digital Marketing – Northwestern University (via Coursera) Social Media Analytics – Hootsuite Academy Key Account Management – Nadia, UAE Effective Communication in Sales – Nadia, UAE Customer Service Professional Certification (ACSP) - UK How May I Help You Training – MTN |2022| |2021| |2020| |2020| |2019| |2019| |2019| |2018| |2018| |2017| |2017| |2010| |2009|