KUBIAT EKPO
Plumsted,United Kingdom
Summary
A strategic business manager and customer relations professional with experience spanning diverse industry. I possess an in-depth knowledge of communication and expertise within this industry, well versed in driving operational excellence and optimizing business processes. Skilled in team leadership, project management, and stakeholder engagement, delivering results that align with company goals. Adept at analyzing market trends and implementing innovative strategies to enhance profitability and growth. Proven track record in fostering collaborative environments that boost productivity and morale
Overview
21
21
years of professional experience
12
12
years of post-secondary education
1
1
Certification
Work history
Team Lead, (Waiter Level)
Chelsea FC Team
Fulham Road, London
10.2025 - 01.2026
- Ensure guests receive prompt, friendly and high-quality service
- Ensure waiters follow service protocols (greeting, order taking, serving sequence)
- Assisting in setting up events, special occasions, table setup, cleanliness and dining area arrangements
- Promptly resolve customers’ complaints, escalating larger operational concerns to management
- Coordinate with kitchen and bar to ensure timely food/drink service in boxes and where allocated
- Communicate special orders, allergies and VIP guests
- Monitor table turnover to reduce waiting time
- Oversee waiters in boxes, host and support staff during shifts
- Analyzed customers’ feedback to identify areas for improvement in service delivery and kitchen efficiency.
- Ensure compliance with hygiene, safety and service standards
Assistant Business Manager (Remote)
Streamtrust diagnostics and Health care
Uyo, Akwa Ibom State
07.2023 - 09.2025
- Oversee daily clinic operations to ensure smooth service delivery
- Analyzed business performance, coordinate between departments to resolve operational bottlenecks and propose improvement strategies
- Supported business manager in preparing business plans and performance reports
- Ensuring compliance with SOP’s, safety standards and laboratory regulations
- Supported business development activities and client retention strategies
- Followed up on task assigned by the business manager or senior line of leadership
- Handled client’s inquiries, complaints and escalations
- Managed and responded to emails and forwarded them to relevant personnel
- Addressed and resolved inquiries in a professional manner
- Handled incoming calls, provided information, transferred calls to appropriate departments.
- Welcomed and assisted visitors upon arrival, maintained a log of visitors and ensured they signed in and out
- Scheduled and managed appointment for staff and visitors
- Provided support to other staff members with various task and projects
- Performed general administrative support such as filing, photocopying.
Business operations coordinator
Streamtrust Diagnostics and Health Care
Uyo, Akwa Ibom State
05.2021 - 07.2023
- Handled scheduling duties, reducing conflicts and ensuring smooth workflow.
- Implemented project management tools, improving team coordination efforts.
- Ensured customer satisfaction by guaranteeing successful resolution of processing issues.
- Ensured business continuity, formulating policies and guidelines for department activities.
- Enabled smooth department operations, coordinating and executing maintenance of office equipment.
- Addressed customer concerns promptly, enhancing client satisfaction rates.
- Improved employee productivity by implementing new operational strategies.
- Provided support to senior management with administrative tasks.
- Monitored health and safety measures for guaranteed compliance.
- Facilitated communication between teams, enhancing collaboration and efficiency.
Head, compliance
MBA Trading and Capital Investment limited
Lekki, Lagos
06.2019 - 03.2021
- Ensured that company policies and procedures are adhered to regarding contracts sales and services, this helped improve compliance by 32%
- Worked closely with cross-departmental team, as well as payment control, account/finance team, legal team, reviewed documentation, processes /practices
- Proposed more efficient call script to reduce average customer handling time which was well received and implemented by management.
- Identified complex, sensitive, and emerging issues, review and propose policy strategy, and outcome-focused recommendations to develop, effective, innovative, and sustainable solutions to progress project delivery
- Vetted schedules due for payment to ensure data entered are accurate, free from error and discrepancies
- With regards to legal advice developed remedial action plans when audit findings called for action.
- Ensured daily operational routine was in compliance with laws governing the environment, thereby ensuring safety and operational hazard.
Team lead, client services
A.A Ogunleye global services
Gbagada-Lagos
09.2017 - 05.2019
- Established mentorship roles for new hires, helped 8+ junior customer service staff navigate customer relations and data analyses processes
- Collected and analyzed client’s feedback as well as possible trends in clients’ issues ensuring non-reoccurrence, also provided insights and suggestions on how to improve our products and services
- Trained a team of 10 (sales and marketing inclusive) on communication practices in turn increased customer satisfaction
- Managed business services from client agencies and media ensuring request are actioned in line with relevant processes
- Generated operation policies for customer services, thus improving efficiency and productivity standard by 24%
- Identified and employed the most efficient way to resolve concerns within set SLA’s
- Communicated with several departments including services, development, sales and marketing to better understand customers behavior, request and address their needs
- Followed up with clients effectively via customer relations management software (Zendesk and Zoom)
Client service representative
A.A Ogunleye global services
Gbagada-Lagos
05.2015 - 09.2017
- Answered customers queries and effectively deescalated altercations over the phone resulting in customers satisfaction by 15%
- Stayed up to date on new products/programs and proactively made recommendations to customers based on their interest
- Supported team lead to compile development plan and work to agreed objectives
- Made 25+outbound calls via Zendesk and email to follow up with customers upsell or make a new sale, also suggested additional services the company offers that could make the experience even better
- Exceeded personal set goals by 7% in average by setting ambitious and organized goals
- Ensured that correct terms of sales are entered into the client’s database to prevent avoidable billing
- Performed other administrative support tasks as assigned from time to time
Receptionist
Sapphire and Pearls Limited
Uyo, Akwa Ibom State
01.2005 - 08.2006
- Managed and responded to emails and forwarded them to relevant personnel
- Addressed and resolved inquiries in a professional manner
- Handled incoming calls, provided information, transferred calls to appropriate departments.
- Welcomed and assisted visitors upon arrival, maintained a log of visitors and ensured they signed in and out
- Scheduled and managed appointment for staff and visitors
- Provided support to other staff members with various task and projects
- Performed general administrative support such as filing, photocopying.
Education
Master of Science - Business with Business Analytics
Northumbria University
London Campus, United Kingdom 09.2024 - 11.2025
Bachelor of Science - Genetics and Biotechnology
University of Calabar
Calabar, Cross River State 10.2007 - 05.2012
West African Senior School Certificate Examination - undefined
Immaculate Conception Secondary School
Itak - Ikono, Akwa Ibom State 09.1998 - 07.2004
Skills
- Team Leadership skills
- Project management
- Strategic thinking capabilities
- Proficient in customer service management/Client support
- Excellent written and verbal communication skills
- Microsoft Proficiency (Office and Excel)
- Executive support and Management
- Critical thinking and analytical skill
- Client relations
- Lead generation
- Business Analytics
- B2B Sales and Marketing
- Good working knowledge of communication and workspace management tools like Trello, HubSpot, Mondaycom, zoom, click up, Zendesk, Calendly, slack, Canva, Google workspace
Certification
- Digital Exchange Academy (Dexa) taught by Team Gantt/ 29/08/2023
- The Open University (United Kingdom). Project Management: The Fundamentals and beyond
- JK Michaels Institute 26/08/2023
- Project Management Professional Course Completed
- Google IT Certification (Coursera) 20/07/2023 (Technical Support Fundamentals)
- Alison 04/05/2023 Maximizing Customer Engagement for Business Growth
- Alison 29/03/2023 Fundamentals of Human-Computer Information Retrieval
- Advanced diploma in Data and Information technology Obafemi Awolowo University (Consultancy Service Center), Ile Ife 18/08/2005 Oyo, State
LANGUAGE
English
REFERENCE
Provided Upon Request.
Timeline
Team Lead, (Waiter Level)
Chelsea FC Team
10.2025 - 01.2026
Master of Science - Business with Business Analytics
Northumbria University
09.2024 - 11.2025
Assistant Business Manager (Remote)
Streamtrust diagnostics and Health care
07.2023 - 09.2025
Business operations coordinator
Streamtrust Diagnostics and Health Care
05.2021 - 07.2023
Head, compliance
MBA Trading and Capital Investment limited
06.2019 - 03.2021
Team lead, client services
A.A Ogunleye global services
09.2017 - 05.2019
Client service representative
A.A Ogunleye global services
05.2015 - 09.2017
Bachelor of Science - Genetics and Biotechnology
University of Calabar
10.2007 - 05.2012
Receptionist
Sapphire and Pearls Limited
01.2005 - 08.2006
West African Senior School Certificate Examination - undefined
Immaculate Conception Secondary School
09.1998 - 07.2004