* Developed and implemented a business transformation team responsible for business process management and service delivery improvement * Implementing an ERP * Implemented the e-commerce website * Implemented additional payment channels at 92 stores (QR, USSD, Paycode, International cards, etc.) * Restructured core departments (Retail Operations, Procurement, Warehouse & Logistics, etc.) * Designed and implementing the target operating model for the Customer Service department (inclusive of a contact center) * Designed and implemented the Service Delivery function * Net Promotor & Customer Satisfaction Scores * Implemented a Helpdesk/SLA tool * Internal satisfaction surveys * Mystery shopping surveys

* Revamped the Business Process Department's Structure * Documented processes and identified gaps * Developed a Change Management Plan for the organisation using the ADKAR model * Implemented an online Document Repository * Implemented and sustained an ``Ideas Bank'' to reduce gap between shop floor, non-managerial employees and management team * Prepared the company for Technical, Environmental, Social and Corporate Governance Due Diligence Audit * Recommended strategies to improve customer experience * Developed the Corporate Scorecard

* Managed and sustained the Business Process Improvement Program - Project managed the migration of CRM to the new architecture (Data, Users, functionalities, User Interface/Experience) * Introduced a structured approach to CRM feature deployment (e.g. securing proper environments; Test/staging/live, Ensuring stories are in appropriate board columns with appropriate comments, driving the integration of slack with Visual Studio to ensure all team members are notified of changes, ensuring developers commit codes, etc.) * Managed the introduction of new features into CRM (e.g. Manual and Auto Ticketing, Re-pricing, Auto cancellation updates, Pay Small Small Module, SMS integration, etc.) * Managed CRM and Call Center IVR roll out to new markets (Kenya, UK, Ghana)

* Developed the Business Processes Documentation Format Wide Business Processes * Reviewed & Improved (Automated) enterprise processes for Flight/Visa/Hotel/Package/Travel Sim bookings using ``Agile'' methods and tools such as Visual Studio Online, Microsoft Visio, etc. to meet new User Requirements * Revamped Moribund CRM Tool (UI, Performance and Functionality) * Mapped Enterprise Wide (Head Office, 35 Travel Centers, Dubai) Processes into Customer Relationship Management (CRM) Tool to achieve standardization * Coordinated User's Acceptance Tests (UAT) for changes/new requests * Prioritized requirements, bugs and other work items for development team * Trained and Performed Post Implementation Assessment & Support * Ran Successful Change Management Program which drove the adoption of legacy CRM from 30 to over 400 users * Revamped Call Center Operations (IVR Inclusive) to meet new Business requirements (reduction of abandoned/redirected calls, tracking call drivers, AHT reduction, etc.) * Designed IVR flow for Dubai office * Designed and managed the implementation of a Visa eligibility wizard

* Redesigned and implemented the Current Account Opening process on Newgen BPMS * Managed a team of three (3) to redesign and implement Dispute Resolution Processes on Newgen BPMS

* Developed and maintened guidelines and standards for process and policy documentation as well as document management * Implemented and Managed a Document Repository using SharePoint 2010 * Drove consistency in Business Processes/Work Practices to aid predictability of outcomes/deliverables * Business Unit Coordinator on ISO 27001; Conducted Risk Assessment, Incident reporting, Access rights review, Review of Information Asset Database and created awareness on Information Security. * Business Continuity (ISO 22301) Champion; Conducted Business Impact Analysis and Risk Assessment, Determined Continuity Resources, Wrote, Tested and maintained the department's continuity plan, Embedded Business Continuity in the department's culture

Credit Administration Officer ------- * Implemented a Credit bureau system * Used ACL (Audit Command Language) and other query engines to generate & analyze management information reports on FinnOne and credit bureau applications * Supported optimal utilization of credit risk management systems * Updated and Queried Central Bank of Nigeria (CBN's) e-Fass server for information on borrowers (Bank and Industry wide) * Rendered monthly returns on credit portfolio to CBN and other licensed credit bureau organisations. * Business Unit Coordinator on ISO 27001 * Business Continuity (ISO 22301) Champion

Head Technical Support, ATM Custodian, Customer Service Officer Foreign Operations Officer ------- TRAININGS/COURSES ATTENDED

Computer Science, Computer Science

Computer Science and Mathematics, Computer Science

Coursera, Digital Transformation

International Six Sigma Institute™, Certified Six Sigma Green Belt (CSSGB)

British Standards Institute, BCMS Lead Auditor's Certificate

International Academy of Financial Management, Certified Risk Analyst (CRA)