2 years 6 months * Investigate and resolve complex customer complaints across products, services, and branch operations, ensuring fair and compliant outcomes. * De escalate high risk cases through clear, professional communication, restoring customer trust and brand confidence. * Manage and provide oversight to four regional managers across a network of 28 branches. * Apply organisational values, governance, and ethical standards consistently in all decision making. * Designed and implemented structured complaint handling procedures, improving consistency and turnaround time. * Analyse complaint data to identify root causes and implement long term customer focused solutions. * Maintain accurate complaint records in line with regulatory and internal compliance requirements.

(1 year 7 months) * Train and onboard new hires, providing ongoing performance support and operational guidance. * Participate in internal process improvement initiatives to assess and deploy new systems and applications. * Create clear, empathetic customer communications across email and print, ensuring accuracy and brand alignment. * Collaborate with cross functional teams to improve customer journey efficiency and resolution speed. * Respond to customer enquiries using email and postal channels in line with service level agreements. * Maintain accurate customer records to support compliance and data integrity. * Support continuous improvement initiatives aimed at enhancing service delivery and customer satisfaction.

7 years 5 months * Developed and executed account strategies that exceeded revenue targets and expanded the client portfolio. * Built strong client relationships, driving increased marketing spend and long term account retention. * Achieved revenue growth for new business accounts, increasing performance from 60% to 130% within one year. * Conducted market and competitive analysis to inform client strategy and improve campaign outcomes. * Improved overall client satisfaction by 65% through better delivery and stakeholder alignment. * Collaborated with creative and strategy teams to achieve a 60% proposal win rate. * Delivered detailed performance reports and insights to senior management.

Interface and between the Bluebird and clients which entails retaining all current clients 100% and wining new businesses. Leads or delegates internal/collaborative brainstorm sessions, GAME planning sessions (sometimes with client reps), tissue sessions etc. aimed at finding/ deciding brands’ strategic directions and winning ideas for various clients. Ensure Project reports are submitted continuously and closure reports at the agreed timeframe. Conduct monthly tracking meetings (Monthly performance sessions). Set tactical recovery plans to make-up for shortfalls and ensure annual business billing is met Liaises with Finance in ensuring that all prepayments & post-payment accounts of all clients are correct and up to date. Boost morale across the team and inspire colleagues to develop the right work ethics and live our values

(3 years 3 months) • Established successful advertising campaigns for business clientele, which increased media advertising revenue immensely from January 2017 through 2019. • Identified leads, while building and maintaining a pipeline of prospects and new clients such as Dulux and May & Baker. • Part of the team that executed the pilot phase of Lighting Africa Project initiated by the IFC Sensitization Campaign • Organised the pan-atlantic rebranding campaign for African Alliance which resulted in a 40% increase in brand awareness. • Led the team in the launch of O-care Medical facemask for Transgreen Nigeria • Managed the production of the Legacy Series Radio show for FBNQuest Trustees for Four (4) consecutive years.

(2 years 2 months)

(1 year 1 month) • Designed, customized and developed brand strategies and marketing campaigns for clients through media channels. • Managed existing accounts, including upgrading advertising campaigns, & introduced media solutions to meet client needs. • Strengthened account loyalty as well as solid agency relationships. • Consistently maintained over 100% of advertising sales quota through 2016 and 2017. • Generated monthly advertising supplements that enhanced client communications and readership attention

Omole Phase 1 • Experienced with: Customer account management and support software, Microsoft Excel, Word and Outlook. • Maintained goals by meeting customer satisfaction, call times and upgrading of services. • Multitasked in calls by speaking to customers and recording concerns in operating systems • Made sales calls that increased sales and laid the foundation return customers and future growth of firm.