POET SOLVERS LIMITED - LAGOS/NIGERIA 2016 - Present
Process Improvement Specialist (Lean Six Sigma Black-Belt).
Efficiently assist in identifying key performance matrix and conduct evaluation of organizations' processes for streamlining, effectiveness and control plans, in consultation with process owners and feedback from the participants to address areas of opportunities.
Proactively serve as a part of the team that plan and coordinate activities of assigned projects to develop and implement procedures, processes and systems for organizations.
Develop detailed task lists and work effort assessment for project resources, plan and schedule activities of projects.
Schedule milestones and deadlines earmarked for the projects, ensured performance planning, monitoring and appraisal of the effectiveness of the project's deliverables including submission of situational reports.
TATA AFRICA SERVICES LIMITED - LAGOS/NIGERIA 2012 - 2016
Customer Care Project Officer - Customer Satisfaction Index
Managed the analysis to address the dissatisfaction trends in customers' feedback employing the Kaizen event, which led to improvement in Customer Satisfaction Index (CSI) ratings from 42 percent to 80 percent.
Successfully led key (CSI) projects which resulted in organizing the processes of the organization in rendering services continuously to ensure customer satisfaction, resolved customers' complaints and issues.
Accomplished the customers' complaints management process and the post service survey of after sales services to achieve a thriving, joint solution and plan of implementation in reaching business targets.
Worked collaboratively with all inter-related departments to underpin all commercial initiatives, define project deliverables, facilitate meetings with department executives to review project status and propose changes.