Afolabi Abioye
Treforest
Summary
Dedicated Contact Centre Manager, creating and implementing effective process improvements for high-performing Telesales teams. Mentoring and developing hardworking, quality-focused staff who consistently achieve to Sales targets.
Accomplished in improving customer satisfaction, increasing quality and reducing call times with hands-on leadership of call center employees. Evaluates staff performance against forecasted trends and makes proactive adjustments to policies and procedures.
Overview
8
8
years of professional experience
5
5
years of post-secondary education
Work History
Contact Centre Manager
Heineken
Lagos, Nigeria
01.2022 - 09.2023
- Provided weekly reports to line manager on lead numbers, appointments made and number and value of completed sales.
- Gathered market intelligence to inform new product development.
- Maintained excellent time management skills to meet sales volumes within agreed timescales.
- Contributed directly to 20% increase in customer retention through regular training and personal development.
- Trained and coached new starters and other sales team members to help meet team targets.
- Communicated promotions, offers and new products to increase and maximise sales.
- Initiated contact with new customers and prospects to establish needs and progress sales process.
- Monitored customer calls and communications, ensuring exceptional quality standards.
- Provided excellent customer service, upholding high level of customer satisfaction.
- Established long-lasting customer relationships to maximise sales opportunities and repeat business.
- Developed in-depth knowledge of company services to make suitable recommendations based on customer needs and preferences.
Sales Team Leader
Heineken
Port Harcourt, Nigeria
03.2021 - 12.2022
- Maximised brand visibility and awareness by implementing store merchandising initiatives and maintaining optimal stock levels.
- Represented company and generated leads at conferences and trade shows.
- Coordinated trade show logistics and created marketing collateral to reach potential customers.
- Oversaw diverse account portfolios, providing exceptional client care to maintain brand loyalty.
- Coordinated team-building activities to establish team morale and drive attainment.
- Determined problem areas and resolved issues related to profitability and KPI achievement.
- Optimised Salesforce database to maintain well-organised data and improve team efficiency.
- Monitored sales performance, reporting on conversion and churn rates to identify areas of improvement.
- Motivated team members to exceed established sales targets, creating incentives to increase morale.
- Delegated sales team tasks and managed resource allocation in collaboration with upper management.
- Recognised and rewarded high performance within team, boosting sales.
Sales Executive
Heineken
Port Harcourt, Nigeria
03.2018 - 03.2021
- Strengthened profit opportunities through targeted customer relationship development, continually meeting sales objectives.
- Qualified prospects to determine future sales possibilities and improve conversion efforts.
- Built focused new client networks, growing business opportunities and increasing revenue possibilities.
- Generated new leads and opportunities to maximise revenue.
- Delivered professional sales presentations, creatively communicating product quality and market comparisons to prospective clients.
- Analysed industry and competitor trends to enhance sales strategy.
- Updated CRM software with contract records, renewal timeframes and customer details.
- Partnered with internal teams to identify, present and close opportunities with new clients.
- Memorised company's detailed product portfolio and customised associated features and benefits to customer needs.
Trade Marketing Associate
Heineken
Port Harcourt, Nigeria
03.2018 - 08.2019
- Coordinated meetings between project members and clients to develop ideas, discuss progress and set goals.
- Conducted market research to refine digital advertising campaigns.
- Built partnerships with influencers to expand brand awareness.
- Planned and executed internal and external launch events.
- Collaborated with marketing manager, clients and partners to support marketing strategy development.
Market Development Executive
Heineken
Port Harcourt, Nigeria
01.2016 - 03.2018
- Compiled and reviewed consumer data on patterns and preferences for marketing information.
- Evaluated campaign performance to optimise return on investment.
- Conducted market research to understand customer base and enhance products.
- Built public relations strategies for broadened advertising scope.
Education
Bachelor of Science - Physics with Electronics
Olabisi Onabanjo University
Ago-Iwoye, Nigeria 02.2007 - 07.2012
Skills
- Statistical analysis
- Training and development
- Quality standard improvements
- Sales pipeline development
- Active selling techniques
- Technology integration
- Change implementation
Languages
English
Upper intermediate
Timeline
Contact Centre Manager
Heineken
01.2022 - 09.2023
Sales Team Leader
Heineken
03.2021 - 12.2022
Sales Executive
Heineken
03.2018 - 03.2021
Trade Marketing Associate
Heineken
03.2018 - 08.2019
Market Development Executive
Heineken
01.2016 - 03.2018
Bachelor of Science - Physics with Electronics
Olabisi Onabanjo University
02.2007 - 07.2012
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