Oluwadunsin Longe

OLUWADUNSIN LONGE | Customer Experience | Brand Strategy | Marketing Communications | Address: 34, Zainab Crescent, Medina Estate, Ifako Gbagada, Lagos. Mobile: - Linkedin: https://bit.ly/3C9Xux2 E-mail:- Professional Summary Performance-driven Customer Experience, Brand Strategy & Marketing Communications professional with 11+ years of combined experience spanning Banking/Financial Services and Consulting providing cutting edge brand recommendations, developing & implementing brand strategies, marketing communication plans and all-round client experience to deliver tangible growth and value. Core skills Effective interpersonal, team-building, collaboration, leadership & organizational skills. Service management, Business Development, Intuitive marketing, Image making, Brand building. Excellent verbal, listening, written communication, cold calling & presentation skills. Expertise in CX & Business operations; Product development/management/strategy & launch. Critical thinking, numerical, logical, innovative, technical problem solving & analytical skills. Top-notch time management, multitasking, prioritizing & triaging skills. Trained in PCIDSS/AML/CFT/KYC and SCUML due diligence, regulations, policy & compliance. Diplomacy, tact, persuasion, negotiation, value proposition, deal generation/closing skills. MS Office Suite, Teams, Outlook 365, Dynamics CRMs, SparkCentral, Hootsuite Marketing, Slack & google workspace/web-based apps/services. Client, Vendor, B2B/B2C Sales, Account, Portfolio, Stakeholder & Relationship Management. Work Experience Brand Experience Strategist Niche Customer Experience Group, Lagos, Nigeria. June 2021 – Till date Designs, implements & monitors client brand structures & projects to deliver KPIs & increase profitability. Draft customer experience strategy and an audited blueprint for Interswitch Group to improve on customer experience (B2B/B2C) while using the company products & services thereby improving brand value & profitability. Marketing Communications Strategist Imaginarium Marketing Communications Ltd., Lagos, Nigeria. August 2020 – February 2021 Employed to make sure clients marketing and advertising goals are met. Responsible for managing client’s account worth in excess of #200m. Activities includes research & planning, client management, traffic generation, sales and business development. Managed app & loan products marketing campaigns for Access Bank PLC, driving awareness, downloads & usage up by 45% in 6 months & contributed to increase revenue by 15%. Won & managed accounts of Modern Shelter Systems & Services Limited, a real estate firm based in Abuja & Association of Sustainability Practitioners of Nigeria (ASPN), created & drove brand awareness campaigns geared at driving online engagements leading to millions of naira in sales. Analysed & evaluated promotional opportunities, built & maintained relationships with both internal & external clients, provided strategic branding recommendations to the executives. Supervisor, Inbound Voice Interactions Access Bank PLC, Lagos, Nigeria. January 2018 – October 2019 Supervised & coordinated all Inbound voice processes & activities ensuring organizational guidelines are followed in service delivery to customers managing inbound call traffic and ensuring high service quality. Managed regular agent assessment & onboarding, provided prompt feedback and coaching, carried out performance appraisals, oversee day-to-day supervision and guidance of direct reports. Conducted regular call monitoring systems review, made recommendations to management to improve efficiency, ensured technical applications/systems are working in the Contact Centre during all shifts, improving team's performance from 85% to 96.25%. Handled difficult situations relating to products, services, processes and procedures of the Bank, resolved escalated operational and customer service issues, disseminates relevant information on the Bank’s products, services and any other relevant issue to the agents in a timely fashion. Social Media Engagement Lead Access Bank PLC, Lagos, Nigeria January 2012 – December 2017 Pioneered the establishment of the social media engagement team and led team, handling and managing the bank’s social media platform, brand & reputational outlook to customers. Drafted SOPs, SLAs, TATs and KPIs and client engagement strategies for team. Built and grew social media community (Twitter & Facebook) from the ground up - on twitter from 2000+ followers in 2012 to 300,000+ followers now and close to 2million likes on Facebook. Key man for the adoption of Sparkcentral (Social media customer engagement tool) for Bank’s Social media platform, directly managing relationship between the bank & Sparkcentral. Utilized data and monitored trend to understand what worked on each social media platform to improve engagement rate by at least 35% YoY which also reduced customer support request via other channels by 18% while measuring customer perception against internal service standards. Independent Marketing Relations Officer QC Investments Limited, Lagos, Nigeria. May 2010 - December 2011 Managed intuitive marketing, image making, brand building & business development. Carried out qualitative research & market intelligence, studied of current market & industry trends and government policies, drafted reports aimed at growing company’s portfolio accounts. Engaged creative thinking, idea generation and concept development to proffer new and diverse solutions to existing problems to companies within portfolio accounts. Strategically planned and engaged in sales, marketing & business development of product & service offers, built quality relationship with existing and new clients. Analyst (Part-time) Hezydirect Consulting, Lagos, Nigeria. July 2010 – November 2011 Offline mystery shopping for effective monitoring of banks branch ambience of both banks (Access & Intercontinental), ensuring TATs, SOPs, SLAs are adhered to for enquiries, requests and complaints resolution, while checking product knowledge of staffs. Handled forensic investigations to generate solutions and strategy reports at both banks aimed at solving niggling issues that helped build brand value. Carried out qualitative research/market intelligence to help push world banking standard procedures via online research, questioning of opinion leaders in the industry, observation of governmental policies and current market trends. Educational Qualifications Master of Science, Marketing Communications Pan Atlantic University, Lagos, Nigeria. 2020 School of Communications and Media Studies Bachelor of Science (Hons), Geography & Regional Planning Olabisi Onabanjo University, Ago Iwoye, Nigeria. 2008 Leadership roles, Trainings & Certifications CIBN/CBN, Professional Conduct & Ethics Certification 2019 Access Bank PLC, AML/CFT/SCUML Training 2018 Access Bank PLC, Emotional Intelligence Training 2019 Access Bank PLC, Fraud Management & Sustainable Banking Course 2018 Daystar Leadership Academy, Advanced & Basic Certificates in Leadership 2011 President, Family & Community Re-Orientation (NYSC CDS for MDGs) 2009 Misc. Information Hobbies & Interests: Reading, networking, travelling, music, sports, research & strategy. References: Available on request. Notice period: 3-4 weeks. Languages: English & Yoruba.