Kazeem Oyediran
About Me
I am really energetic and great communicator, working for 7 years in Telecom industry which has help build confidence and taught me the importance of customer loyalty and using diagnostics analysis with my background in statistics.
After moving out of Telecom industry, I started my journey by learning Data Analytics which will teach me on how to;
1. Design maintain data systems and databases
2. Mining data from primary and secondary source
3. Using statistical tools to interpret data set
4. Demonstrating the significance of work
5. Preparation of report
6.Creating appropriate demonstration.
Having this opportunity will allow me have more experience of what have learnt, have passion about and will also allow me to maintain business professional relationship with customers and analyze their information needs, business problems and opportunities to determine efficient and effective solution.
Education
Statistics
Master in Statistics
Mathematics/Statistics
Bachelor Degree in Mathematics/Statistics
Computing
Advanced Professional Diploma in Computing
Work & Experience
Team Lead “Online Call Centre Operations”
ISON BPO International Limited
Team management Managing team of associates (Responsible for managing 28 Customer Care Representatives in a Team). Shift management (Responsible for managing 8 Teams per shift. Daily feedback and coach CCRs to ensure call service and call quality goals). Escalation and Contact Centre Management by monitoring operational activities, identify and fixing issues, tracking and logging operational system, make recommendation using Automatic Call Distributor (ACD), Contact Service Provider (CSP), Minsat application, AVAYA application, Customer Relation Management application (CRM), Agility application, Customer Life-cycle Management application (CLM). Receive unresolved query/issue from CCRs’ for quick resolution. Regular feedback to the manager on important developments as it affects the running business. Analyzing Daily, Weekly and Monthly reports and appraisals of the team as channeled by the line manager. Assisting the line manager in the management of the team. Attend team/divisional/departmental meetings as and when required. Prepare/compile defined periodic activity and performance reports for attention of line manager. Assists the client in determining problems and provide resolutions on any customer care and service related issues. Coordinates escalations, mentors and assists new hires. Drives adherence to procedures and compliance requirements SLA Dept and Recovery management. Responsible for process deliverables Payroll, Compensation and Benefits management.
Online Customer Care Representative (Customer Relations Division)
MTN Nigeria Communication Limited
Team management Perform necessary system transactions related to customer request standard using Automatic Call Distributor (ACD), Contact Service Provider (CSP), Minsat, AVAYA, Customer Relation Management application (CRM), Agility application. Use organization and time management tools to track cases and meet turn-around-times and other required metrics. Identify and resolve customer queries effectively and efficiently, whilst maintaining the acceptable service quality. Follow through on customer queries ensuring prompt resolution and feedback Dept and Recovery management.
Administrator
MTN Nigeria Communication Limited
HR Department (Learning & Development) Managing MTN Oracle Learning Management Creating, Uploading & Updating Oracle Learning Management
Portfolio
