Summary
Overview
Work History
Education
Skills
Certification
Additional Information - Achievements
Eligible To Work
Highest Level Of Education
Personal Information
Additional Information
Timeline
AccountManager

Folakemi Gloria Adetoro

Operations Manager
Dundee

Summary

Knowledgeable Operations Manager with solid background in managing customer interactions and resolving issues efficiently. Successfully improved customer satisfaction levels through effective communication and problem-solving. Demonstrated strong skills in multitasking and adapting to changing priorities. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

18
18
years of professional experience
7
7
years of post-secondary education
3
3
Certifications
1
1
Language

Work History

Customer Operations Specialist (Remote)

Teleperformance Ltd
01.2025 - Current
  • Responsible for providing excellent customer service and support through various communication channels, handling customer inquiries, resolving issues, and maintaining customer satisfaction.
  • I act as a brand representative, ensuring a positive customer experience while adhering to company policies and procedures.

Primary School Volunteer

Rosebank School
11.2023 - 12.2023
  • Supported pupils in their day to day task by ensuring they are on task and gave constructive feedback for improvement.

Catering Assistant/Kitchen Porter/Bar Support

Sodexo Prestige
05.2023 - 06.2023
  • Stored clean tableware, platters and chafing dishes in designated areas after each catering event.
  • Served food and beverages to dining guests with outstanding customer service.
  • Followed prescribed methods of portioning and presentation, consistently meeting customer expectations.
  • Uphold outstanding levels of cleanliness through methodical clean-as-you-go approach.
  • Loaded and unloaded silverware and dishes into and from the dishwasher.
  • Addressed customer questions and concerns with knowledge of menu items, ingredients and allergens.
  • Prepared service area and kitchen equipment as directed.

Charity Shop Volunteer

British Red Cross
04.2023 - 06.2023
  • Rotated, priced and merchandised donated goods to drive sales.
  • Received and safely stored donations in appropriate locations.
  • Processed, labelled and displayed donations quickly to maximise sales opportunities.
  • Guided customers in finding specific products.
  • Warmly greeted customers, delivering outstanding service from store arrival to departure.
  • Adhered to charity organisation policies and procedures.
  • Organised displays to promote inventory and encourage customer purchases.
  • Built rapport with new and existing customers to boost client retention.
  • Managed customer lines for minimum wait times and high satisfaction.
  • Helped customers obtain specialised help for refunds and exchanges.
  • Tagged products quickly and accurately with price tags and stickers.
  • Accepted card, cash and cheque payments in POS register system.
  • Engaged customers to enhance in-store experience and provide outstanding customer service.
  • Totaled bills using math's skills and maintained accurate till count.

Operations Manager

Adedek Ventures
03.2013 - 01.2023
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Developed and implemented strategies to maximize customer satisfaction.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Facilitated smooth collaboration between departments through clear communication channels.
  • Increased profit by streamlining operations.
  • Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
  • Implemented quality control systems to boost overall product consistency and reliability.
  • Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
  • Directed initiatives to improve work environment, company culture or overall business strategy.
  • Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
  • Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
  • Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
  • Developed and maintained relationships with external vendors and suppliers.
  • Negotiated contracts with vendors and suppliers to obtain best pricing and terms.

Head of Year/History and Religious Studies Teacher

GRANGE SCHOOL
10.2017 - 01.2023
  • Provided effective leadership, supports management to build an effective Pastoral Team which continually enhances the quality of Pastoral Care at Grange School.
  • Lead a team of form tutors and supports the professional development of Tutors through the performance management process.
  • Reviewed and developed the quality of pastoral care delivered by the team and updated tutors on changes to School policy.
  • Oversee students’ progress by managing the years reporting and supervising the team in production of student’s reports.
  • Took part and led the organization of Parents meeting and conferences.
  • Organized orientation program for my year group.
  • Communicated specific students’ needs to all members of staff as appropriate (special needs, health issues etc.) and students’ welfare.
  • Developed a comprehensive program of work which includes a range of teaching and learning styles providing a rich experience for students.
  • Provided the appropriate PSHE lessons that meet students’ needs.
  • Responsible for discipline and supporting staff during PSHE.
  • Managed Pastoral Team stock, Teaching resources and finances efficiently, in accordance with the Pastoral Development plan.

Customer Care Specialist/Data Analyst - Mobile Number Portability

Globacom Nigeria Limited
12.2009 - 10.2017
  • Gather, collate and analyze port in and port out data and make input on critical areas that need management intervention.
  • Define Mobile Number Portability processes and business rules within the company.
  • Communicates with Technical and Vas department daily to ensure subscriber is adequately infused into the network to avert any negative impact.
  • Maintain daily correspondences with key players in the industry to effectively promote the brand.
  • Ensure accurate data is captured on a daily/weekly/monthly basis to monitor the total numbers ported in and out of the network.
  • Monitor the activities ported in numbers and follow up with the newly ported in lines on the network.
  • Prepare daily reports of the ported in and ported out lines from the different states and regions of the federation to aid management decisions.
  • Liaise with other network providers to ensure smooth port in and out of numbers across networks.
  • Escalate deficient areas in porting activities for prompt resolution.
  • Respond to inbound calls which include any request, enquiries and complaints.
  • Advice agents on the stages/field progress of the porting process.
  • Check mails (inbox and sent items) and escalate all issues, follow up and revert once resolved.
  • Send mails to other networks/NCC to enable successful porting if delayed.
  • Communicates with parties concerned in porting (shop managers, Gloworld executives, sales representatives and Glozones) to correct porting errors as well as give progress information on port status.
  • Provide reports on day-to-day activities including monitoring and documenting to ensure accurate data is captured on a daily/weekly/monthly basis.
  • Performance of Technical and quality reviews of team members to ensure a high and above average performance.
  • Provide timely and constructive feedback to analysts to enable them identify areas that need to be improved upon.
  • Escalate issues sent in by team members to appropriate units.
  • Seconded to the customer life cycle management department (CLCM).
  • Provides call in subscribers with adequate information on SIM registration.
  • Assist subscribers to resolve their issues with the SIM registration process.
  • Confirm registration status of lines and advise subscribers on SIM registration issues.
  • Provide quality answers and solutions to call in subscribers and assist them.

Customer Relationship Management Support Executive

Skye Bank Plc (NYSC)
03.2007 - 02.2008
  • Managing Corporate and Retail Accounts.
  • Projecting and always promoting the Bank brand.
  • Preparing LOC, Overdraft and Short-Term Loans to customers.
  • Generating new customers and maintaining old ones.
  • Increased customer base by above 15%.
  • Provided management a broad range of sales initiatives in relation to accounts that will suit individual needs.
  • Ensured customer satisfaction rating of 95%.
  • Ensured a substantial growth in the retail customer base.

Education

Master of Education - Leading Learning and Teaching

University of Dundee
01.2023 - 01.2024

Post Graduate Diploma - Education

National Teachers Institute
01.2018 - 12.2018

Bachelor of Arts - English Language and Literature

University of Lagos
02.2002 - 12.2006

Skills

Call center experience

Certification

Education /HP Innovation and Digital Education Academy, Present, Present

Additional Information - Achievements

  • Successfully organized YEAR 7 INTEGRATION WEEKEND in November 2022.
  • Organized successful events and end of year activities for my team.
  • Organizer of Monthly welfare program.
  • Outstanding career success including customer service, teaching, sales and marketing.
  • Ability to resolve conflicts among tutees and team members.
  • 100% C-A
  • Results in Religious Studies 2017/2018 IGCSE.
  • Implementation of the 6 P’s brought about tremendous improvement in Students personal conduct.

Eligible To Work

Yes

Highest Level Of Education

Master's

Personal Information

  • Total Experience: 17
  • Call Centre
  • Customer Service
  • Education & Instruction
  • Healthcare
  • Hospitality & Tourism
  • Driving License: Yes

Additional Information

As a natural problem solver, I use industry recognised problem -solving techniques such as lean Six Sigma methods (Define, Measure, Analyse, Improve and Control) and the Five Whys as well as looking for more efficient ways to work streamlining processes.




Timeline

Customer Operations Specialist (Remote)

Teleperformance Ltd
01.2025 - Current

Primary School Volunteer

Rosebank School
11.2023 - 12.2023

Catering Assistant/Kitchen Porter/Bar Support

Sodexo Prestige
05.2023 - 06.2023

Charity Shop Volunteer

British Red Cross
04.2023 - 06.2023

Master of Education - Leading Learning and Teaching

University of Dundee
01.2023 - 01.2024

Post Graduate Diploma - Education

National Teachers Institute
01.2018 - 12.2018

Head of Year/History and Religious Studies Teacher

GRANGE SCHOOL
10.2017 - 01.2023

Operations Manager

Adedek Ventures
03.2013 - 01.2023

Customer Care Specialist/Data Analyst - Mobile Number Portability

Globacom Nigeria Limited
12.2009 - 10.2017

Customer Relationship Management Support Executive

Skye Bank Plc (NYSC)
03.2007 - 02.2008

Bachelor of Arts - English Language and Literature

University of Lagos
02.2002 - 12.2006

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Folakemi Gloria AdetoroOperations Manager