Nurudeen Shittu

NURUDEEN I. SHITTU Operations Supervisor PROFILE WORK EXPERIENCE Experienced BPO Team Manager with over 7 years of expertise in customer lifecycle management, SLA compliance, and team efficiency improvement. Proven record in onboarding, training, and leading teams to achieve a 20% performance increase and consistently reduce shrinkage rates. Kaksi Group, Kenya February 2025 – Till Date Skilled in using data-driven approaches to streamline workflows, enhance service levels, and achieve operational excellence. CONTACT: +234************ EMAIL:-LINKEDIN PROFILE: https://www.linkedin.com/in/shittunurudeen-sn LOCATION: Lagos, Nigeria HOBBIES: Socializing, Movies, Surfing the internet LANGUAGES: English, Yoruba, Hausa Customer Service Rep • Provide exceptional customer service and maintain a positive and professional demeanor at all times. • Provide roadside assistance to stranded drivers in a timely and efficient manner. • Assess the situation and determine appropriate course of action (such as providing a jump-start, changing a tire, or towing the vehicle). • Communicate effectively with drivers to obtain necessary information and provide updates on estimated arrival time and services being provided. • Ensure compliance with company policies and procedures, as well as all local and state regulations related to roadside assistance. Teleperformance Nairobi, Kenya October 2022 – October 2024 Operations Supervisor • Achieved a 96% SLA compliance rate by streamlining workflow processes and monitoring real-time performance metrics. • Reduced shrinkage from 10% to 5% by implementing proactive attendance monitoring and personalized coaching plans. • Managed floor operations across a team of 70+, ensuring smooth workflow and addressing escalations to minimize disruptions. • Generated detailed performance reports using Power BI, visualizing key metrics that led to a 15% improvement in team KPIs. • Actively participated in the Innovation Academy, contributing ideas that led to a 5% reduction in operational costs through process improvements. 1 PROFESSIONAL CERTIFICATIONS: AI-Powered Shopping ads Certification Q4 Innovation Academy Graduate ‘How May I Help You’ Game Changing Training: How to improve Net Promoter Score (NPS) Strategic Management and Leadership Majorel SpeakUp Channel (Whistleblowing) Training Majorel NAISAUKI KEN - Training on Preventing Corruption iSONXperiences Ilorin, Nigeria March 2019 – October 2022 Supervisor • Mentored 20+ new recruits, resulting in a 25% reduction in error rates within their first two months of employment. • Reduced abandoned call rates by 30% through real-time monitoring and intervention, improving overall customer satisfaction scores. • Conducted pre-shift and post-shift huddles 5 times weekly, leading to a 15% increase in product knowledge among Customer Care Executives (CCEs). • Managed floor operations for 40+ agents, ensuring rapid resolution of technical issues and minimizing downtime. • Escalated 100+ major issues to back-end teams, ensuring a 95% resolution rate within SLA timeframes. • Improved service quality by 20% through rigorous quality assurance processes and personalized coaching sessions. • Contributes to the maintenance of standards, policies and procedures regarding customer service. Prevention of Sexual Harassment Training iSONXperiences Ilorin, Nigeria August 2017 – March 2019 First Aid Training at Majorel Kenya Solutions EPZ Limited • Managed 100+ inbound calls daily, resolving customer issues with a 90% satisfaction rate and an average handling time of under 3 minutes. • Utilized advanced call-handling techniques to de-escalate customer complaints, achieving a 25% reduction in complaint escalation. • Accurately tagged 200+ calls daily to improve data accuracy, contributing to optimized call categorization and reporting and providing market intelligence and customer insight back to client. Independent Travel Manager Govt Sec. Sch, Likoro, Nigeria April 2015 – April 2016 Customer Care Executive National Youth Service Corps • Taught geography to 60+ SS1 and SS2 students, implementing engaging lesson plans that improved average test scores by 15%. • Organized hands-on geography practicals, enhancing students' understanding of topography and environmental concepts by 20%. Nigeria Airspace Management Agency, Ilorin International Airport, Nigeria Industrial Attaché July 2014 – December 2014 • Processed 15+ daily flight plans, ensuring accuracy and timely submission, which supported smooth flight operations and compliance with aviation standards. • Managed and updated air traffic documentation for 100+ flights weekly, maintaining compliance and assisting in efficient air traffic flow. • Reviewed and organized 50+ pilot logbooks and documentation, contributing to accurate record-keeping and operational readiness. 2 PROFESSIONAL RECOGNITION: Africa APEX Reward and Recognition Awards Eureka Award - MTN Customer Service Special Awards Multiple reward and recognitions CCE category based on KPIs Best Team Lead for Average Handling Time (AHT drive champion) initiative Winner (Best Team Lead) of Holiday Shrinkage Competition Successfully led a sub team of 20 Customer Care Executives who all had 0% fatal score for a month Multiple reward and recognitions Supervisor category based on KPIs EDUCATION University of Ilorin, Ilorin 2021 – In progress M. Sc. Geography Federal University of Technology, Minna 2015 B. Tech. Geography Opeloyeru International High School, Ganmo SSCE 2008 SKILLS • Leadership & Team Management: Team Building, Onboarding, Mentorship, Team Performance Standards, SLA Compliance • Operations & Performance Optimization: Shrinkage Reduction, Real-Time Performance Monitoring, Floor Management, KPI Improvement, Workflow Optimization. • Customer Lifecycle Management: Customer Experience (CX), Customer Satisfaction Improvement, Net Promoter Score (NPS) • Technical Proficiency: Power BI, Microsoft Office Suite, Avaya, ArcGIS ESRI Suite, Nokia Customer Experience Management (CEM) Tool, Google Workspace, Zoom, CRM tools • Additional Skills: Task Crowdsourcing, Agility Care, Data Reporting & Analysis 1st Runner Up Pool Tournament Men Categories – Teleperformance 2024 1 3