AYOBAMI ISMAIL

- Improved customer journeys by identifying friction points and implementing actionable improvements derived from quality assurance and feedback.

- Advocated for customer needs in operational decisions, ensuring service changes aligned with business objectives.

- Enhanced quality assurance and reduced onboarding time through the development of structured coaching and clearer service standards by 15%

- Achieved 9% increase in weekly sales by promoting sales-through-service behaviours during customer interactions.

- Reduced average handling time by 10% and improved first-contact resolution by 7% through workflow redesigns.

- Ensured service continuity for vulnerable customers during peak periods, providing necessary support and prioritisation.

• Produced insights on customer experience and performance using CRM data to identify trends and risks.
• Developed SOPs and coaching frameworks, reducing onboarding time by 25% while improving service outcomes.

- Facilitated stakeholder workshops to identify pain points and improvement opportunities in customer journeys.

- Delivered process enhancements that increased operational efficiency by 10% and clarified ownership.

- Collaborated with teams to develop dashboards, improving visibility of outcomes and delivery progress.

- Enhanced governance via structured forums, improving accountability and reducing friction.

- Generated insightful packs linking data with commercial impact for informed decision-making.

- Facilitated digital transformation programs, including EPR implementation, ensuring timely and compliant delivery across multiple workstreams.

- Coordinated project governance activities, reducing unresolved actions by 20 percent.

- Maintained 100 percent compliance in finance, resource, and procurement tracking to enhance stakeholder visibility.

- Strengthened RAID management and scope-change tracking, decreasing delivery risk and scope creep by 15 percent.

- Graduate Apprenticeship in the Virgin Headquarters, United Kingdom.

- Led a team in a care agency, ensuring high-quality care delivery and effective staff deployment.

- Transitioned to a Project Support Officer role, focusing on process streamlining and efficiency improvements.

- Collaborated on key NHS initiatives, enhancing project outcomes and operational effectiveness.

- Oversaw grooming and compliance processes within aviation operations, ensuring adherence to industry standards.

- Coordinated large-scale projects across EMEA and APAC regions, enhancing operational efficiency.

- Transferred aviation compliance skills to hospitality environments, improving service quality and customer satisfaction.

- Supervised a team of 20-50 advisors, ensuring effective project execution and resource allocation.

- Managed budgets, resources, and deployed agents as part of a program management team.

- Developed strong leadership skills and strategic planning capabilities during my tenure.

- Reporter
- Programs Directing
- Producing Synopsis for Personal Weekly Programs
- Enhance Radio Quality

- Collaborated with project management experts to initiate and oversee project lifecycles from start to finish.

- Gained hands-on experience in Agile Development and waterfall frameworks, enhancing project efficiency and adaptability.

- Assisted in ensuring timely project completion, contributing to overall team success at Cornerstone Insurance Plc.

- Collaborated with a professional team to enhance brand image.

- Engaged with media and partners to drive advertising and marketing initiatives.

- Contributed to the design and execution of the 2012 Annual General Meeting (AGM).

- Managed claim files and underwriting processes to ensure accurate and timely handling of insurance claims.

- Validated cheques and transfers, maintaining compliance with company policies and industry regulations.

- Conducted risk assessment documentation for employees, ensuring up-to-date evaluations of complaints and claims corrections.

- Worked as a graduate contracted intern for NTA's (Nigerian Television Authority) News and Current Affairs Programs Department.

- Intern teacher supporting child education from class 1-6