Olatunji Badah
About Me
I am a seasoned professional in Technical Customer Service with over 7 years work experience, especially within the technology sector. My career has been marked by significant roles that have equipped me with a rich blend of technical skills and customer insights. Now, I am enthusiastically steering my career towards Product Management, aiming to leverage my experience and recent training in product management to make an impactful contribution in this dynamic field.
In my previous role with British Telecommunications (BT) Enterprise, I specialized in providing technical support to business clients, focusing on cloud services. This role was critical in deepening my understanding of complex technical environments and enhancing my problem-solving skills. It was here that I mastered the nuances of incident management and technical support, key skills that are directly transferable to the realm of Product management.
Recently, I have taken a significant step towards realizing my goal of becoming a product manager by completing a Product management training course from entrylevel.net. This training has been pivotal in refining my understanding of product lifecycle, market analysis, and strategy development. These experiences have been instrumental in equipping me with practical skills and theoretical knowledge required for success in product management roles.
My career journey has been endowed with a diverse set of skills that align perfectly with the demands of product management. I possess a strong technical acumen, with proven expertise in troubleshooting, incident management, and in-depth understanding of various CRM systems. These technical skills are complemented by a customer-centric mindset, a critical element in product management for understanding and fulfilling user needs. My experiences have fostered a keen sense of product lifecycle management and an appreciation for the importance of user experience. This combination of technical proficiency and customer empathy positions me uniquely to contribute to the design, development and refinement of technology products ensuring they not only meet but exceed user expectations.
To conclude, my journey through key technical roles in the technology sector, combined with recent specialized training in product management, has uniquely positioned me to transition into this field. I am eager to bring my rich experience, technical expertise, and customer-focused approach to a product management role. With a passion for creating and managing products that resonate with users and drive technological advancement, I am ready to contribute to the success of innovative products in the technology industry.
Education
Espam-Formation University, Benin Republic.
Second Upper Division (Grade: 2.1)
Scrum Study
Scrum Master Certification
Scrum Study
Lean Six Sigma Yellow Belt Professional Certification
LinkedIn Learning
Customer Service Certification
International Business Management Institute (IBM)
Project Management Certification
ISON BPO Technology
Work & Experience
Learning Support Producer (Freelance)
Neueda Ltd, Belfast - UK.
• Support learners onboarding process, providing outstanding information, advice, and guidance to both internal and external customers. • Collaborate with colleagues to improve teaching, learning and assessment processes. • Take responsibility for Health & Safety, Equality & Diversity, Data Protection, and Safeguarding.
Junior Business Analyst
Bupa Care, Belfast - UK.
• Perform comprehensive business analysis, eliciting project requirements and attending stakeholder kick-off meetings. • Collaborate with cross-functional teams to define business cases and drive productivity improvements, waste elimination, and cost reduction in critical functions. • Create as-is/to-be processes based on gap analysis and stakeholder objectives, incorporating benefit review plans, user stories and epics, use case diagrams, mock-ups, and wireframes. • Maximize the MoSCoW strategy to prioritize product backlog in JIRA, actively participating in RAID meetings, capturing lessons learned, and documenting risks. • Efficiently record meeting minutes and distribute documentation to foster continuous process improvement while tracking costs in the budget resource allocation report.
Senior Customer Service Advisor
British Telecommunications Enterprise, Belfast - UK.
• Provide extensive support to BT business-to-business cloud customers on products, services, issue resolution, and configuration setup to enhance their productivity, performance, and processes. • Offer in-depth knowledge of Cloud products which range from voice, fixed and IP products for business customers assisting with provisioning, repair and maintenance, and billing enquiries. • Ensure compliance with regulatory guidelines and internal procedures to maintain a high net promoter score and minimize complaints.
Retention & Sales Advisor (Fixed Term Contract)
SSE Airtricity, Belfast - UK.
• Conducted inbound and outbound calls to domestic customers, closing sales, and retaining existing domestic customers within the UK and Ireland. • Maintained accurate data capture and managed customer expectations while building relationships. • Adhered to regulatory guidelines and internal compliance procedures to ensure minimal complaints.
Customer Experience Lead
Tuteria Ltd, Lagos - Nigeria.
• Led a customer experience team in building a unified, agile, customer-centric system to reduce costs and improve service delivery. • Produced and presented project documentation to key stakeholders, aligning with project goals and mapping customer journeys. • Coordinated team efforts to deliver excellent service and customer response across various channels. • Achieved revenue of nearly $100,000 and over 1,200 learners within the first year, driving growth through effective onboarding and education of new learners.
Customer Experience Associate
Tuteria Ltd, Lagos - Nigeria.
• Created digital training materials to promote independent learning and enhance end-to-end learning for the customer journey. • Supported tutors in facilitating training while adhering to processes and regulatory compliance, influencing a 70% uptake in Salesforce Pardot utilization. • Ensured effective handling of customer queries, resulting in a solid net promoter score.
Customer Service Advisor
ISON BPO Technology, Ibadan - Nigeria.
• Handled customer inquiries, requests, and complaints, providing exceptional service, and driving revenue through upselling and cross-selling. • Resolved customer issues and escalated to appropriate units when necessary, ensuring customer satisfaction.
