Akeem Mobolaji Ganiyu
Global Client Solution/Operation & Account Management
Athens
Summary
Accomplished Global Client Solutions Manager at Teleperformance, adept in strategy development and relationship management. Leveraged analytical thinking and excellent communication to enhance client outcomes and foster team growth. Proven track record in implementing growth strategies and optimizing solutions, achieving significant client satisfaction and retention.
Overview
29
29
years of professional experience
2
2
Languages
Work History
Global Client Solutions Manager
Teleperformance
01.2022 - Current
- Guided strategy, planning and measurement to maximize effectiveness of omni-chanel campaigns.
- Oversaw client accounts and all services provided to customers.
- Implemented innovative approaches to problem-solving by leveraging data analytics tools that provided actionable insights into optimizing client outcomes.
- Navigated challenging situations confidently by utilizing expert negotiation skills to reach mutually beneficial resolutions for all stakeholders involved.
- Managing Client relation and commercial acquisition. Preserving long-term partnerships with clients.
- Supported internal teams as point-of-contact for questions and concerns and assisted with high-level projects, meetings, and presentations.
- Mentored junior staff members on best practices in client relations, project management, and industry knowledge sharing to foster professional growth within the team.
- Worked with client leadership to develop solutions specifically targeting client business and marketing goals.
- Enhanced team efficiency by implementing streamlined processes for account management, reporting, and communication.
Contact Center Manager
Teleperformance Greece
03.2019 - 12.2021
- Enhanced quality assurance measures to ensure adherence to industry standards and best practices in customer service delivery.
- Advanced operational efficiency within the contact center by identifying areas for automation implementation while maintaining a human-centric focus.
- Increased employee retention through effective coaching, mentoring, and professional development opportunities.
- Improved customer satisfaction by implementing effective contact center strategies and streamlining processes.
- Established a positive work environment by promoting open communication, teamwork, and employee recognition initiatives.
- Mitigated escalated issues successfully by fostering strong relationships with internal stakeholders across various departments.
- Developed strong relationships with clients by prioritizing communication and understanding their unique needs.
- Developed process controls and metrics for daily management of call center.
Assistant Contact Center Manager
Teleperformance Greece
01.2016 - 02.2019
- Drove process improvements through regular review sessions, incorporating valuable feedback from both staff members and customers.
- Established a positive work environment by promoting open communication, teamwork, and employee recognition initiatives.
- Increased first-call resolution rates through targeted training sessions focused on problem-solving techniques.
- Collaborated with other departments for seamless coordination of shared objectives and priorities within the organization.
- Streamlined workflow processes to maximize efficiency within the contact center operations.
- Reached target KPIs consistently by closely monitoring agent performance, providing ongoing coaching, and addressing any gaps in knowledge or skill sets.
- Led successful cross-functional initiatives for continuous improvement in the contact center environment.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Trained team members on performance metrics and consumer behavior identification.
Supervisor of Operations
Teleperformance Greece
01.2013 - 12.2015
- Resolved conflicts between employees swiftly and professionally, maintaining a harmonious workplace atmosphere conducive to collaboration.
- Achieved high levels of customer satisfaction with consistent attention to detail and effective communication skills.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Managed scheduling and workload distribution, maximizing productivity without overwhelming team members or compromising quality of work.
- Oversaw inventory management, maintaining Client Device Laboratory.
- Evaluated staff performance regularly, offering constructive feedback designed to promote growth within their roles.
- Ensured compliance with company policies, industry regulations, and safety standards in daily operations.
- Participated in recruitment efforts, interviewing potential candidates to ensure they were a good fit for the company culture and possessed necessary skills for success on the job.
- Acted as a liaison between upper management and staff members, effectively communicating expectations from both parties while addressing any concerns that arose during operations.
Tier 2 Technical Support Specialist
Teleperformance Greece
01.2011 - 12.2012
- Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
- Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational.
- Shepherded customers through ongoing or multifaceted technical struggles to research long-term solutions.
- Wrote and modified and submit for approval Technical Troubleshooting Articles that could resolve ongoing issues with Client Operating Systems.
- Support Engineering team in finding solutions and workarounds to problems.
- Mentored less experienced team members to improve customer responses and work towards one-touch tickets.
- Increased first-call resolution rates, employing advanced problem-solving techniques.
- Delivered exceptional customer service while addressing user inquiries via phone, email, or live chat channels promptly.
Tier 1 Technical Support Representative
Teleperformance Greece
11.2009 - 12.2010
- Adapted quickly to new technology releases, staying informed on updates that could impact customer experience.
- Delivered exceptional phone support, maintaining patience and understanding while addressing client concerns.
- Developed strong relationships with clients, fostering trust in our ability to resolve their technical challenges quickly.
- Streamlined support processes by identifying areas for improvement and implementing necessary changes.
- Contributed to team success by consistently meeting or exceeding established performance metrics.
- Improved team efficiency by actively participating in training sessions and sharing acquired knowledge with peers.
- Stayed up-to-date on product knowledge, ensuring accurate and timely information was relayed to clients.
- Maintained detailed records of customer interactions, noting solutions provided for future reference.
- Reduced call resolution time by effectively troubleshooting software and hardware problems.
- Escalated high-priority incidents to appropriate departments, ensuring swift resolution and minimal downtime.
Site Manager
Zachopoulos Architect & Engineers
03.2004 - 11.2009
- Created weekly and monthly reports and presentations for management team.
- Maintained records and logs of work performed and materials and equipment used.
- Managed subcontractors, ensuring quality workmanship and adherence to project timelines and specifications.
- Monitored, coached, and supervised team of over 200 employees.
- Oversaw employee attendance record, handled payroll, and ordered new materials for sites.
- Oversaw all daily office operations and equipment maintenance.
- Developed strong relationships with clients through consistent communication of project updates and prompt resolution of concerns or issues.
- Complied with safe operating practices and assessed operational procedures against best practices.
- Oversaw budget management, consistently delivering projects within allocated financial resources.
- Assumed responsibility for personnel deployed to work site.
- Reduced safety incidents by conducting regular site inspections and enforcing strict adherence to safety protocols.
Mechanical Operator
Heracles Venturas Ltd.
02.2002 - 02.2004
- Reduced equipment downtime by performing preventive maintenance tasks and addressing malfunctions promptly.
- Supported continuous improvement projects by actively participating in process analysis and optimization efforts.
- Served as a reliable resource for troubleshooting complex mechanical issues, maintaining open communication with colleagues and supervisors to facilitate swift problem resolution.
- Consistently met production targets by effectively operating various types of industrial equipment and machinery.
- Coordinated with supervisors in scheduling routine maintenance activities for minimal disruption to ongoing production workloads.
- Optimized manufacturing output by programming, adjusting, and fine-tuning automated machines for peak performance.
- Played a key role in maintaining inventory levels by efficiently managing raw materials supply during the manufacturing process.
- Contributed to quality control efforts by inspecting finished products for defects and compliance with specifications.
- Provided training to new hires on proper use of equipment, safety protocols, and standard operating procedures.
International Trade Representative
Forwardline Agencies Nigeria Limited
08.2000 - 12.2001
- Strengthened cross-cultural communication skills, facilitating productive negotiations between domestic and foreign parties in the trading process.
- Spearheaded successful entry into new markets by conducting thorough research and collaborating with local partners on customized solutions.
- Ensured compliance with all relevant legislation through diligent monitoring of updates in laws related to international trade relations.
- Utilized expert knowledge of foreign exchange rates and payment methods to minimize costs and maximize returns on global transactions.
- Evaluated international risks and devised strategies to mitigate potential financial or operational losses during global transactions.
- Successfully navigated cultural differences when working with international clients, resulting in successful long-term partnerships.
- Negotiated favorable trade agreements for the company, leading to increased profitability and growth.
- Conducted comprehensive market analysis to identify new business opportunities in target markets.
- Expanded international market presence by researching and identifying potential trade opportunities.
Sales Manager
Forwardline Agencies Nigeria Limited
05.1996 - 08.2000
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Increased sales revenue by developing and implementing effective sales strategies.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Built long-lasting client relationships through excellent customer service and consistent followups.
- Organized regular sales meetings to review progress, share best practices, and set achievable targets for continued success.
- Negotiated contracts with vendors and suppliers, ensuring the best pricing and terms for company profitability.
- Developed comprehensive product knowledge, enabling tailored solutions for clients'' specific needs.
- Evaluated competitor offerings to adapt sales strategies and maintain competitive advantage.
- Secured lucrative contracts with major accounts, leveraging strong negotiation skills and deep industry knowledge.
Education
No Degree - Medical Anthropology
Lagos State University (LASU)
Lagos Nigeria 04.2001 -
Skills
Solution optimization
Reading, Sports, Public Speaking.
Loves reading intellectual books and any book about financial literacy. Playing football since I was 6yrs old. Competitive in sports. Love public speaking.
Timeline
Global Client Solutions Manager
Teleperformance
01.2022 - Current
Contact Center Manager
Teleperformance Greece
03.2019 - 12.2021
Assistant Contact Center Manager
Teleperformance Greece
01.2016 - 02.2019
Supervisor of Operations
Teleperformance Greece
01.2013 - 12.2015
Tier 2 Technical Support Specialist
Teleperformance Greece
01.2011 - 12.2012
Tier 1 Technical Support Representative
Teleperformance Greece
11.2009 - 12.2010
Site Manager
Zachopoulos Architect & Engineers
03.2004 - 11.2009
Mechanical Operator
Heracles Venturas Ltd.
02.2002 - 02.2004
No Degree - Medical Anthropology
Lagos State University (LASU)
04.2001 -
International Trade Representative
Forwardline Agencies Nigeria Limited
08.2000 - 12.2001
Sales Manager
Forwardline Agencies Nigeria Limited
05.1996 - 08.2000
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