Experience

Glovo

• Spain
• Consumer Services
• 700 & Above Employee

• Operations Specialist

  • Sep 2021 - Nov 2023

  Lagos, Nigeria



SafeBoda

• Uganda
• Consumer Services
• 100 - 200 Employee

• Team Lead, Quality Assurance and Fraud Unit

  • May 2021 - Sep 2021

  1. Fraud Detection SOP: Developed and implemented a comprehensive Fraud Detection Standard Operating Procedure (SOP) for the SafeBoda Global Team, resulting in a 25% reduction in fraudulent activities and enhanced security measures. 2. Conflict Resolution: Effectively resolved conflicts between drivers and passengers, as well as among drivers, resulting in a 20% reduction in dispute-related incidents and ensuring a harmonious experience for all parties involved. 3. PayTrigger… Show more 1. Fraud Detection SOP: Developed and implemented a comprehensive Fraud Detection Standard Operating Procedure (SOP) for the SafeBoda Global Team, resulting in a 25% reduction in fraudulent activities and enhanced security measures. 2. Conflict Resolution: Effectively resolved conflicts between drivers and passengers, as well as among drivers, resulting in a 20% reduction in dispute-related incidents and ensuring a harmonious experience for all parties involved. 3. PayTrigger Management: Successfully managed the PayTrigger system, improving repayment rates by the drivers by 15%, thereby enhancing the financial processes and minimizing revenue loss. 4. Lowest Fraud False Positive Rate: Led a high-performing team of five individuals, achieving the lowest Fraud False Positive rate across three distinct markets, showcasing exceptional fraud detection expertise. 5. Quality Assurance Guidelines: Developed and implemented the Drivers Quality Document, establishing guidelines and standards for the conduct of all SafeBoda Drivers in Nigeria, resulting in a 10% improvement in service quality. 6. Collaborative Problem Solving: Fostered inter and intra-team collaboration with the Nigerian Teams to effectively address and resolve drivers' issues, ensuring a supportive and efficient working environment, reducing driver churn by 15%. 7. Enhanced Security Measures: Maintained regular updates of Fraud triggers on the SafeBoda metabase, significantly reducing fraudulent activities and enhancing overall security measures by 30%. 8. Quality-Based Sanctions: Played a key role in managing complaints and resolving quality-based conflicts, ensuring adherence to SafeBoda's quality standards, and implementing appropriate sanctions for riders who failed to meet quality requirements, promoting accountability and continuous improvement within the organization.

• Operations Fraud Specialist

  • May 2020 - Apr 2021

  Oyo, Nigeria * Responsible for the drafting of Drivers Quality document that regulates the conduct of all SafeBoda Drivers in Nigeria * Responsible for the phone distribution system that aided the distribution of over 4000 phones to drivers that made the phone distribution process seamless * Managed the PayTrigger system that saw an improved repayment by drivers * Inter and Intra-Team collaboration with the Nigerian Teams in resolving drivers' issues

• Driver Onboarding Intern

  • Feb 2020 - Apr 2020

  Ibadan, Oyo, Nigeria 1. Increased Onboarding Efficiency: Streamlined the onboarding process, reducing the time taken to onboard a new driver by 20%, leading to a faster expansion of the driver fleet. 2. Enhanced Training Program: Improved the training program, resulting in a 15% increase in the first-time pass rate of new drivers, ensuring they were better prepared for the job. 3. Reduced Onboarding Costs: Implemented cost-effective measures in the onboarding process, resulting in a 10% reduction in… Show more 1. Increased Onboarding Efficiency: Streamlined the onboarding process, reducing the time taken to onboard a new driver by 20%, leading to a faster expansion of the driver fleet. 2. Enhanced Training Program: Improved the training program, resulting in a 15% increase in the first-time pass rate of new drivers, ensuring they were better prepared for the job. 3. Reduced Onboarding Costs: Implemented cost-effective measures in the onboarding process, resulting in a 10% reduction in onboarding expenses, contributing to overall cost savings. 4. Optimized Documentation Process: Enhanced the documentation verification process, reducing errors by 15% and ensuring accurate records for all onboarded drivers. 5. Enhanced Knowledge Transfer: Developed and delivered training sessions that resulted in a 25% increase in drivers' knowledge about SafeBoda's policies, procedures, and safety guidelines. 6. Positive Driver Feedback: Achieved a 90% positive feedback rate from onboarded drivers, indicating their satisfaction with the onboarding process and the support provided, leading to a positive brand image among drivers. 7. Improved Driver Satisfaction: Conducted surveys and implemented changes based on feedback, resulting in a 30% increase in driver satisfaction scores, leading to a more motivated driver community. 8. Improved Safety Compliance: Implemented safety protocols and checks, leading to a 25% improvement in safety compliance among new drivers, contributing to a safer transportation service.



Camp Direct Travels

• Co-Founder

  • Nov 2017 - Feb 2020

  Lagos, Nigeria * Conveyed over 5000 PCMs to the various Orientation Camps within 2 years of operations * Developed, implemented, and activated actionable goals to improve the performance of the logistics department. * Implemented and managed the operational budgets and expenses. * Ensured operation adheres to applicable regulations. * Supervised the activities of logistics officers and ensured they had all the resources needed to perform their tasks optimally. * Managed… Show more * Conveyed over 5000 PCMs to the various Orientation Camps within 2 years of operations * Developed, implemented, and activated actionable goals to improve the performance of the logistics department. * Implemented and managed the operational budgets and expenses. * Ensured operation adheres to applicable regulations. * Supervised the activities of logistics officers and ensured they had all the resources needed to perform their tasks optimally. * Managed relationships with partners/clients. * Acted as a liaison between company and client for quality assurance Show less



Oyo State Ministry of Information and Culture

• Personal Assistant to the Director of Admin & Supply (National Youth Service Corps)

  • Dec 2017 - Nov 2018

  Ibadan, Oyo, Nigeria * Coordinated building and maintenance issues for general repair (Air conditioning, security, etc.) * Prepared correspondence, documentation, or presentation materials for meetings * Resolved administrative issues by coordinating preparation of reports, analysing data, and identifying solutions * Identified and implemented process improvements within the administrative function. * Carried out secretarial and administrative duties. * Monitored office equipment… Show more * Coordinated building and maintenance issues for general repair (Air conditioning, security, etc.) * Prepared correspondence, documentation, or presentation materials for meetings * Resolved administrative issues by coordinating preparation of reports, analysing data, and identifying solutions * Identified and implemented process improvements within the administrative function. * Carried out secretarial and administrative duties. * Monitored office equipment and inventory supplies; orders replacement supplies as needed Show less