Dayo Adetona M.
Regional Head of Customer Service at ACCA- Claim this Profile
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Korean -
Topline Score
Bio
Engr. Kolapo Bolade, MBA, CMRP, MIET (COREN® Engr ,© HSE, Sustainability and Project Manager)
Pastor 'Daytona was my senior and mentor during our University days at LAUTECH. A Leader per excellence, he taught us 'responsibility and accountability' at Methodist Campus fellowship and he is a man of prayer (always speaking in tongues). A very sound public speaker, he functioned as compere at many programmes/events and was a shoulder to lean on. He was more of a brother than a senior friend. I strongly recommend Daytona, he DELIVERS on every assignment.
Adefemi O.
I have known Dayo for 6yrs now. We worked together at Globacom. It is an honor to write a recommendation for a seasoned, hardworking, committed, pleasant & focused young man who is passionate about telecoms and customer service. No wonder his conscientiousness & hardwork has paid off rapidly. I am confident that Dayo will be an asset to any organization.
Engr. Kolapo Bolade, MBA, CMRP, MIET (COREN® Engr ,© HSE, Sustainability and Project Manager)
Pastor 'Daytona was my senior and mentor during our University days at LAUTECH. A Leader per excellence, he taught us 'responsibility and accountability' at Methodist Campus fellowship and he is a man of prayer (always speaking in tongues). A very sound public speaker, he functioned as compere at many programmes/events and was a shoulder to lean on. He was more of a brother than a senior friend. I strongly recommend Daytona, he DELIVERS on every assignment.
Adefemi O.
I have known Dayo for 6yrs now. We worked together at Globacom. It is an honor to write a recommendation for a seasoned, hardworking, committed, pleasant & focused young man who is passionate about telecoms and customer service. No wonder his conscientiousness & hardwork has paid off rapidly. I am confident that Dayo will be an asset to any organization.
Engr. Kolapo Bolade, MBA, CMRP, MIET (COREN® Engr ,© HSE, Sustainability and Project Manager)
Pastor 'Daytona was my senior and mentor during our University days at LAUTECH. A Leader per excellence, he taught us 'responsibility and accountability' at Methodist Campus fellowship and he is a man of prayer (always speaking in tongues). A very sound public speaker, he functioned as compere at many programmes/events and was a shoulder to lean on. He was more of a brother than a senior friend. I strongly recommend Daytona, he DELIVERS on every assignment.
Adefemi O.
I have known Dayo for 6yrs now. We worked together at Globacom. It is an honor to write a recommendation for a seasoned, hardworking, committed, pleasant & focused young man who is passionate about telecoms and customer service. No wonder his conscientiousness & hardwork has paid off rapidly. I am confident that Dayo will be an asset to any organization.
Engr. Kolapo Bolade, MBA, CMRP, MIET (COREN® Engr ,© HSE, Sustainability and Project Manager)
Pastor 'Daytona was my senior and mentor during our University days at LAUTECH. A Leader per excellence, he taught us 'responsibility and accountability' at Methodist Campus fellowship and he is a man of prayer (always speaking in tongues). A very sound public speaker, he functioned as compere at many programmes/events and was a shoulder to lean on. He was more of a brother than a senior friend. I strongly recommend Daytona, he DELIVERS on every assignment.
Adefemi O.
I have known Dayo for 6yrs now. We worked together at Globacom. It is an honor to write a recommendation for a seasoned, hardworking, committed, pleasant & focused young man who is passionate about telecoms and customer service. No wonder his conscientiousness & hardwork has paid off rapidly. I am confident that Dayo will be an asset to any organization.
Credentials
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CIPM
Chartered Institute of Personnel Management of Nigeria CIPM (Official LinkedIn Account)Nov, 2019- Oct, 2024 -
CFEI
National Association of Fire InvestigatorsSep, 2013- Oct, 2024 -
Certified Scrum Product Owner (CSPO)
Scrum Alliance -
Customer Experience: Journey Mapping
LinkedIn -
IT Information Library Foundations Certification (ITIL)
AXELOS Global Best Practice -
PRINCE2® Foundation Certification
AXELOS Global Best Practice
Experience
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ACCA
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United Kingdom
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Accounting
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700 & Above Employee
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Regional Head of Customer Service
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Jul 2017 - Present
• Ensure consistency of excellent customer service delivery across Africa in line with customer service policies and processes. • Identify and deliver continual improvements to customer services standards. This may include the identification of possible process improvements, synergies or economies of scale through automation or centralisation etc. • Plan, coordinate and execute local support activities to help the achievement of ACCA’s retention and conversion targets for the African region. • Lead the call centre to support all customer service queries and support the sales drive of the organisation through up-selling and cross-selling. • Provide appropriate in-market support for transactional engagement with key entities (employers, universities, learning providers), including and pricing related pilots / rate card roll out. • Lead and drive achievement of key performance indicators; sales conversion, net promoter score, client satisfaction et al. • Management of risk within the region in relation to customer service. Show less
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Samsung Electronics
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South Korea
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Computers and Electronics Manufacturing
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700 & Above Employee
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Operations Manager
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Jan 2015 - Jul 2017
• Oversee customer service operations and contact centre operations ensuring that the staff are aligned with the company’s vision, mission, values and strategic priorities in a bid to delight our customers in 18 West African countries.• Drive people, process, change and technology improvement initiatives to optimize the Customer Support experience end-to-end for all Samsung mobile phones and other consumer electronics.• Conduct mystery shopping for our key service points and implement improvements from feedback.•Handle complex and escalated customer service issues.• Review, monitor and implement processes and SOP's to allign with Global standards.• Vendor Management and contract review support as appropriate.•Provide leadership, coaching and motivation to the company’s customer care team. •Management of key customer service KPI's.•Continous improvement in our VOC policies and resolution methodologies.•Develop, maintain and review the customer care strategies to ensure customer retention and loyalty through apology calls, follow up calls, happy/wow calls, birthday message alerts, gifts package et al.• Conduct appropriate survey to help company strategise appropriately.•Re-engineering and improving processes and policies to ensure customers receive a premium service experience through the Premium Care Programme.•Providing daily, weekly and monthly reporting to the management to address areas of concern.•Give regular feedback to team, affirming and celebrating good practice and conversely addressing and managing areas of under performance.• Develop training curriculums, materials and resources.• Delivery of trainings to call centre agents, service technicians and customer service officers.•Investigation and resolution of product liability cases.•Draw up budget for training and also identify training needs and gaps through surveys. Show less
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Customer Service Manager
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Jan 2014 - Dec 2014
• Support African countries on contact centre management and customer claims.• Re-engineering and improving processes and policies to reduce customer claims.• Providing weekly and monthly reporting on African region to the management.• Regional support of Investigation and resolution of product liability cases.• Manage Customer Service key performance indicators and improvement for over 40 countries.• Provide strategies to improve customer experience in African region.• Develop and execute practical schemes to ensure customer loyalty and retention.• Analysis and reporting of customer satisfaction monitoring index for West African Region.• Develop improvement programmes for continued customer satisfaction index using MOT methodology. Show less
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Customer Service & Contact Centre Lead
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Apr 2012 - Jan 2014
•Lead the Customer Care Operations and ensure that the staff are aligned with the company’s vision, mission, values and strategic priorities. •Provide leadership, coaching and motivation to the company’s customer care team. •Management of key customer service KPI's.•Continous improvement in our VOC policies and resolution methodologies.•Develop, maintain and review the customer care strategies to ensure customer retention and loyalty through apology calls, follow up calls, happy/wow calls, birthday message alerts, gifts package et al.• Conduct appropriate survey to help company strategise appropriately.•Maintain cost efficient operations that ensure fast tracked repairs through job transfer methodology, low job backlogs and excelellent customer satisfaction. •Re-engineering and improving processes and policies to ensure customers receive a premium service experience through the Premium Care Programme.•Providing daily, weekly and monthly reporting to the management to address areas of concern.•Give regular feedback to team, affirming and celebrating good practice and conversely addressing and managing areas of under performance.•Develop training curriculums, materials and resources. Delivery of trainings to call centre agents, service technicians and customer service officers•Draw up budget for training and also identify training needs and gaps through surveys.•Investigation and resolution of product liability cases. Show less
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Call Centre Planner/ VOC Specialist
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Apr 2010 - Apr 2012
• Attend to all VOC issues and resolve with defined SLA• Set up 5 contact centres in West Africa (Nigeria, Ghana, Senegal, Cameroon and Cote D'Ivoire) • Co-ordinate activities of three call centre representative.• Attend to customer’s queries and complaints on the website.• Do service tracking of all job’s to meet company’s TAT• Training of customer service personnel’s at service centres.
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Globacom
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Telecommunications
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700 & Above Employee
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IVR Specialist
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Oct 2009 - Apr 2010
• Scripting and translation of new products and services to be uploaded.• Recording of audio files for uploading on the self care portal.• Daily maintenance and monitoring of the portal and carry out User Acceptance Test regularly.• Enhancement of the portal to attract customers to call it for enquiries and information.• Conduct User Acceptance Test and reporting to same to the Management.
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Customer Care Representative
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May 2008 - Oct 2009
• Resolve customers’ complaints and attends to requests and enquiries.• Raise Service Requests on customer’s complaints and follow up on knotty ones.• Educate customers on best offerings for them and also market new products and services of the company.• Build brand loyalty and continually project a good image of the company.
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Zenith Bank Plc
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Nigeria
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Banking
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700 & Above Employee
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Executive Assistant
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Jul 2007 - May 2008
• Accept lodgements and treat cheques of customers. • Daily maintenance and loading of branch’s Automated Teller Machines. • Resolve customers’ complaints and escalate to appropriate quarters’. • Manage all transactions on Western Union Money Transfer. • Accept lodgements and treat cheques of customers. • Daily maintenance and loading of branch’s Automated Teller Machines. • Resolve customers’ complaints and escalate to appropriate quarters’. • Manage all transactions on Western Union Money Transfer.
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Education
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2013 - 2013
NAFI, Florida USA
CFEI, Fire/Arson Investigation and Prevention -
2010 - 2012
Obafemi Awolowo University, Ile Ife
Master of Business Administration (MBA), Business Administration and Management, General -
2000 -
Ladoke Akintola University of Technology, Ogbomoso
Bachelor of Technology (BTech), Agricultural Economics & Extension
Community
