JOHN OLAWOLE MARTINS CBAP

Digital Partnerships and Cards Scheme Specialist at Accion
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Contact Information
us****@****om
(386) 825-5501
Location
Lagos State, Nigeria, NG
Languages
  • English Full professional proficiency
  • Yoruba Native or bilingual proficiency
  • Hausa Native or bilingual proficiency

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Emmanuel Akhigbe

John Olawole is a communication expert, highly experienced in clients engagement and resolution. He is also an industry expert in the world of ePayemnt, Collections, Mobile and DFS in general.

Sayo Afolayan

The first things that comes to mind when I think of Wole Martins are collaborative, insightful, dedicated, and passionate. You're lucky to have him on your team!

Ajibola Disu

John martins has excellent customer service skills and has a gung-ho work ethic. He always ensures the job gets done irrespective of the challenges to accomplish the task.

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Credentials

  • Certified Business Analysis Professional (CBAP)
    IIBA
    Dec, 2022
    - Sep, 2024
  • Agile Project Management with Jira Cloud: 1 Projects, Boards, and Issues
    LinkedIn
    Feb, 2022
    - Sep, 2024
  • Agile Project Management with Jira Cloud: 2 Lean and Agile Processes
    LinkedIn
    Feb, 2022
    - Sep, 2024
  • Digital Transformation
    LinkedIn
    Feb, 2022
    - Sep, 2024
  • Writing a Business Case
    LinkedIn
    Feb, 2022
    - Sep, 2024
  • Strategic Partnerships
    LinkedIn
    Jan, 2022
    - Sep, 2024
  • Strategic Thinking
    LinkedIn
    Jan, 2022
    - Sep, 2024
  • Search Engine Optimization (SEO) Specialist
    University of California, Davis on Coursera
    Feb, 2021
    - Sep, 2024
  • Content Strategy for Professionals
    Northwestern University on Coursera
    Jan, 2021
    - Sep, 2024
  • Fundamentals of Digital Marketing
    Google
    Apr, 2020
    - Sep, 2024
  • Certified Contact Centre Team leader
    QAI Global Institute
    Aug, 2013
    - Sep, 2024
  • Certified Business Analysis Professional™
    IIBA
    Dec, 2022
    - Sep, 2024
  • Project Management Professional
    Project Management Institute
    Jun, 2011
    - Sep, 2024
  • Advanced Content and Social Tactics to Optimize SEO
    University of California, Davis
  • Search Engine Optimization Fundamentals
    University of California, Davis

Experience

  • Accion
    • United States
    • Financial Services
    • 300 - 400 Employee
    • Digital Partnerships and Cards Scheme Specialist
      • Nov 2021 - Present
  • Polaris Bank Ltd.
    • Nigeria
    • Banking
    • 700 & Above Employee
    • Content Strategist
      • Jul 2020 - Nov 2020

      • I developed the Content Strategy for this project in alignment with the business objective • I collaborated with the other stake holders ( Product owners, software engineers, Customer experience team e.t.c) to implement the content strategy • I conducted content audits and improved content delivery across the digital bank channels (mobile and web) to provide memorable User experience • I developed the Content Strategy for this project in alignment with the business objective • I collaborated with the other stake holders ( Product owners, software engineers, Customer experience team e.t.c) to implement the content strategy • I conducted content audits and improved content delivery across the digital bank channels (mobile and web) to provide memorable User experience

  • X2D TV
    • Content Manager
      • Feb 2019 - Jan 2020

    • Content Development
      • Feb 2018 - Feb 2019

  • Ecobank Nigeria
    • Nigeria
    • Financial Services
    • 700 & Above Employee
    • Product Owner E-banking Department (Online banking)
      • Jul 2016 - Jan 2017

      Facilitated and Coordinated the processes and projects that brought about considerable growth in the number of customers enrolled on the online banking channel.Reviewed the business processes in conjunction with other stakeholders to drive innovation, improve the existing processes, ensure excellent service delivery to the customers and improve profitability of the business

    • Product Owner E-banking Department (POS Acquiring Unit)
      • Sep 2014 - Jul 2016

      Facilitated and Coordinated the processes and projects that brought about a significant increase in the quantity and quality of POS Merchants onboarded by the bank. Hence, increasing the value and volume of POS transactions processed and improving the bank's NIBSS rating.Reviewed the business processes in conjunction with other stakeholders to drive innovation, improve the existing processes, ensure excellent service delivery to the customers and improve profitability of the business.

    • Contact Center Team Lead/ E-banking Support
      • Oct 2008 - Sep 2014

      Led and Coordinated in improving telemarketing activities, cross-selling of the bank's retail products and provided vital data to Management and other stake holders based on customer feedback analysis to aid product innovation and process improvement.Led and coordinated the Resolution desk team in increasing the resolution rate of customer complaints from between 50 to 60% to about 80 to 90%, hence improving customer experience and satisfaction.Led and coordinated the Inbound team that provided excellent customer service by handling customer enquiries, requests and complaints promptly and professionally as guided by the service level agreement anf also provided useful data to management based on custimer feedback analysis to aid product innovation and process improvement. Show less

    • Contact Center Specialist/ E-banking Support
      • 2008 - 2011

      I provided excellent customer service by handling enquiries, requests, complaints on digital banking products/services including reconciliation of Nigeria’s Pioneer Credit card (Naira Credit Card).I also provided training and support services to the branches on digital banking products/services including; Nigeria’s Pioneer Credit card (Naira Credit Card)I was awarded the best Contact Centre agent in Ecobank Nigeria in 2009

Education

  • Adekunle Ajasin University Akungba Akoko,Ondo state
    Bachelor of Arts, Philosophy
    2003 - 2006
  • Nigerian Institute of Journalism
    Post Graduate Diploma, Broadcast Journalism
    2017 - 2018

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