Olumide Orisafeyijimi M.Sc



 

OLUMIDE ORISAFEYIJIMI

 

E-mail: orisafeyijimi@yahoo.com

Skype: olumighty6

 

 

PROFILE

 

A talented and experienced Business Professional with a wealth of experience in human resource, customer service, and business process management. In the past I have managed performance development interventions for teams numbering up to 50 staff. I have designed and facilitated premier training programmes and have participated in work process changes for departments with as many as 350 staff members. I have worked in private organizations, for public sector projects and on not for profit programmes.

 

EXPERTISE

 

● People Management ● Colleague Coaching and Mentoring • The ability to effectively build and manage key relationships

● Change Management ● Process Design and Implementation • Extensive customer services and client liaison skills

● Project Management ● Team Leadership & Development • Overall management of buying function and the design of procurement strategy

● Customer Service Management ● Building Business Partnerships • Managing and developing successful communications processes

● Call Centre Management

● Interpersonal Skills

● Research Skills

● Negotiating Skills ● Quality Assurance & Training

● Communication Skills

● Organizational Skills

● IT Skills • Operational management and development

 

 

PROFESSIONAL MEMBERSHIP, EDUCATION AND QUALIFICATIONS

 

2009- Date Member: Chartered Institute of Personnel Development (CIPD)

 

2009- Date Member: Organizational Development Network (ODN)

 

2008-Date Member: AISSEC, Manchester Chapter, U.K

 

2008 – 2009 MSc in Organisational Change and Development -Merit

(Specialisation: Organisational Development, Human Resource Mgt., Learning & Development)

University of Manchester

Major Achievement- Successfully conducted a research study that explored the

dynamics of a Staff based Performance Management System in an Organization

undergoing a Change Programme.

 

1997 – 2001 BSc in Sociology – 2nd Class Upper

University of Lagos

Major Achievement- Promptly completed a study on the knowledge and beliefs of

University Students towards HIV and those infected.

 

1994 – 1996 Senior Secondary School – 7 Distinctions (O Levels)

Major Achievement- Beyond a distinguished O level result, I held two leadership roles

as an Assistant House Captain and an Assistant Dormitory Prefect.

 

1991 – 1993 Junior Secondary School Certificate – 5 Distinctions

 

 

WORK EXPERIENCE

 

November 2009 – April 2010 Placement/Recruitment Advisor

Ealing Volunteer Centre, London.

Main Responsibilities

● Supported the implementation of the Department of Works & Pension Volunteering Brokerage Scheme.

● Evaluated and coached volunteers to discover their interest and skills

● Interviewed volunteers and matched them to current vacancies

● Managed database of volunteering opportunities and volunteer account details

● Partnered with organizations to clarify volunteering requirements and secure opportunities

Major Achievements- Firstly, I was awarded an official commendation for the quality of my work. Secondly, beyond my main responsibilities I was asked to coach two other colleagues for this job role and was responsible for successfully facilitating a ‘Confidence Building’ training event in my first 3 months with this organization.

November 2009 – April 2010 Human Resource Support

Kingfisher Childcare Services, London.

Main Responsibilities

 

• Planned and managed staff selection and recruitment processes as initiated by project

• Supported staff by identifying and coordinating staff development and training opportunities

• Assisted in maintaining various staff related documents such as Staff Records, Staff Orientation Handbooks, Time Sheets, Expense Sheets and Work Rotas.

• Conducted the orientation programme for new staff and volunteers

Major Achievement- The successful design and delivery of this organization’s first ever induction and team building programme in my first three months with them.

May 2008 – August 2008 Quality Assurance Coordinator (Customer Service Division)

ETISALAT Ltd (EMTS), Lagos.

Main Responsibilities

 

● Designed monitoring formats and quality standards for customer service delivery.

● Created business processes for quality monitoring, key performance indicating, coaching & feedback, reporting & documentation, calibrating & reviewing.

● Facilitated the deployment and adaptation of computer based service delivery applications, call monitoring tools, knowledge banks, reporting applications and evaluation forms.

● Initiated a training and development programme with the aim of creating an awareness of the quality assurance measures, motivating positive conformity, imparting relevant knowledge of products, services & processes and empowering about 120 Customer Service Representatives with the appropriate skills and abilities to match and surpass quality standards.

● Established sound working relationship and reporting lines with other stakeholders namely Team Leaders, Senior Management & Technology Providers.

Major Achievement- Within 3months, I was able to establish the Quality Assurance Unit and ensure daily operational effectiveness in the areas of quality monitoring and management; in addition I supervised the deployment of a staff training and development programme as part of the overall performance management system.

 

 

 

May 2004 – May 2008 GLOBACOM Ltd, Lagos.

 

June 2005 – May 2008 Quality Assurance Specialist (Customer Service Division)

 

Main Responsibilities

● Participated in the design of call monitoring formats and quality standards.

● Performed call monitoring using various methods – side by side, remote, recorded calls and provided trend data to site management team.

● Provided feedback to Call Centre Staff in terms of the level of service they were delivering.

● Provided feedback to Call Centre Team Leaders and Managers.

● Identified training needs amongst the staff and participated in training exercises.

● Conducted coaching based on the outcome of quality assessments.

● Used quality monitoring data management systems to compile and track performance at team and individual levels.

● Championed Customer initiatives by promoting the delivery of exceptional Customer Care in the Call Centre and raise the awareness of Customer Service issues in the Call Centre.

● Highlighted issues and trends which they have identified as new and developing in the Call Centre.

● Monitoring and benchmarking performance within the industry by comparing with competitors, customer/staff satisfaction measurement.

Major Achievements- First, I ensured the delivery of an exceptional service within the customer care department; secondly I participated in a technological change intervention from a manual process to an automated process for call monitoring and evaluation. Thirdly I was involved in designing and implementing a recruitment programme for the QA unit.

May 2004 – June 2005 Customer Service Agent (Customer Service Division)

Responsibilities

 

● Selected to join the customer service division within a busy call centre environment, building and managing key client relationships and ensuring the management of all issues and queries through to resolution

● Direct responsibility for overseeing numerous relationships, completing extensive liaison with individual clients as well as key corporate organizations including government and global companies

● Utilized product expertise in the provision of accurate client information, ensuring an individual and tailored service was delivered to all clients

● Managed all administrative procedures in a timely and accurate manner

Major Achievements- Within 13months, I was promoted twice and given increased responsibilities. In the first instance I was moved from a General Customer section a Corporate Customer section .In the second instance I was moved from the Corporate Customer section to the Quality Assurance Unit.

September 2002 – August 2003 Teaching Instructor

Urban Girls Secondary School, Okposi.

 

 

Interests: Spending time with friends & family, Performing Arts/ Cinema, Sports (football) and Current Affairs

 

Training: Various Continuing Professional Development (CPD) seminars.

 

 

REFERENCES AVAILABLE UPON REQUEST

 

 

 

 

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