Ololade Ibikunle

OLOLADE IBIKUNLE CUSTOMER SUPPORT PARTNER- PROFESSIONAL EXPERIENCE MH BRANDS NIGERIA LTD Customer Support Partner      April 2023 – Present Collaborated with cross-functional teams to identify and prioritize winback opportunities which led to 17% growth within 4 months. Implemented streamlined communication channels, resulting in a 25% increase in response time and efficiency. Developed and executed personalized solutions for clients, enhancing brand loyalty and retention rates. Promoted within 8 months due to strong performance and organizational impact Conducted regular training sessions for team members, resulting in a 15% improvement in productivity and performance. EPICENTRE GLOBAL EVENTS Customer Support/Data Analyst      Jan 2019 till Aug 2021 Led Multi-disciplinary 5 person team to conceptualize and execute the launch of an Ecommerce store by focusing on several key areas Engage with attendees through various channels such as email, social media, and live chat to provide event updates, answer questions, and generate excitement. Addressing clients concerns and resolving issues in real-time. Conducting surveys from attendees throughout the event to identify areas for improvement and make real-time adjustments. Analyze data collected during the event, such as attendee feedback, inquiries, and support interactions to identify trends, patterns, and areas for improvement . MTN NIGERIA COMMUNICATION LIMITED Enterprise Business Unit Dec 2014 – july 2017 Customer Support Partner    Collaborated with the retention team to identify and address customer churn factors, contributing to a 35% reduction in churn rate. Provided exceptional customer support via various channels, via Outbound, email, and chat engagement ensuring prompt resolution of issues and inquiries. Implemented proactive communication strategies to engage with at-risk customers, leading to a 25% decrease in customer attrition.     Ensuring full integration of quality and revenue management processes within the in-life management of products and services. Ensuring that alternative solutions are available to customers, ensure that a migration path to alternative services is properly planned and that the changes are effectively communicated. Following up on customer inquiries and ensure escalations are directed to the right team for resolution Work closely with all internal stakeholders to satisfy the needs of the customers MTN CONNECT WALK-IN CENTRE Mar 2014 – Nov 2014 Customer Care Representative     Follow through on customer queries, ensuring prompt resolution and feedback Input relevant customer documents on the online repository Escalate and route customer issues to the relevant support units, follow through and provide feedback upon resolution Effective stock management and payment to the distributors EDUCATION NATIONAL OPEN UNIVERSITY OF NIGERIA - Postgraduate Diploma – Information Technology Ladoke Akintola University of Technology, Oyo State - B. Tech (Pure and Applied Chemistry) ADDITIONAL INFORMATION Technical Skills: CRM tools, Microsoft Excel, PowerBI, SQL, MySQL, Powerpoint Certifications:  Nigerian Institute of Journalism (2014) - Effective Writing And Communication Skills  (Forage 2023) Data Analytics and Visualization Virtual Experience  (FORAGE 2023)Excel Skills Virtual Experience Program.  ALX-Africa (2024) – Artificial Intelligence Career Essentials