1. A D E I T E
O L U S E Y E A D E W A L E
BIO-DATA
DATE OF BIRTH: 22nd July, 1979.
SEX: MALE.
MARITAL STATUS: MARRIED
E- MAIL ADDRESS: oluseyad@gmail.com, seye_adeite@yahoo.ca
PHONE NUMBER: +234 8032022860,+2348038689073
OBJECTIVE
I have the capacity to effectively utilize my well-honed interpersonal relationship and
communication skills towards actualizing the ultimate goal of my employer. I passionately
uphold a FIT key-to-success (Focus, Integrity and Transparency). I possess the required
competence to function diligent under pressure and willingness to take-on new tasks.
ACHIEVEMENTS
 Member of Isonbpo recruitment team.
 Pioneer Assistant Manager Operations, Isonbpo call Centre, Abeokuta, Nigeria.
 Management recognition of leadership potential.
 Working knowledge of call centre procedures and practices.
 Proven ability to successfully manage call centre
 Certificate of Award and recognition for Best Assistant Manager Operations
EXPERIENCE
2015 Till Date: Ison BPO (MTN Process)
Assistant Manager, Call center Operations
 Maintain and improve call center operations by monitoring system performance; identifying and
resolving problems
 Prepare and complete action plans
 Manage system and process improvement
 Prepare call center performance reports by collecting, analyzing, and summarizing data and trends.
 Liaise with supervisors, team leaders, operatives and third parties to gather information and resolve
issues
 Monitor random calls to improve quality, minimize errors and track operative performance;
 Manage staffing, including shift patterns and the number of staff required to meet demand
 Coach, motivate and retain staff, coordinate bonus, reward and incentive schemes
 Implementation of processes and operational policies on the floor aimed towards attaining operational
efficiency.

2. 2014- October 2015: MTN Nigeria Communication Limited
Team Lead
 Ensure team members adhere to all defined operational guidelines
 Ensure prompt resolution and escalations of customer queries
 Manage relationship with customers across all segments
 Ensure prompt and complete documentation of transactions
 Ensure proper representation of team members at departmental meetings
 Gathering and analyzing CCR’s reports on a daily, weekly and monthly basis and using such as yardstick
for decision making.
 Supervising various teams within the Call Centre.
 Maintain Integrity in managing subscriber data/information
 Analyze and report customer impacting trends
 Floor/Work Stations/System management.
2013 – 2014: MTNNigeria Communication Limited
QUALITYASSURANCE ONLINE
 Evaluation and benchmarking performance within teams
 Standardization of Quality criteria guidelines
 Implementation and improvement of internal and external work processes
 Monitoring non-compliance to set standards
 Generation of standard scripts for common queries
 Calibration session
 Provision of technical report to Management
2008- 2013: MTN Nigeria Communication Limited
Call Centre Representative
 Attends to and resolve customer queries courteously.
 Enlighten and educate customers on new products and initiatives
 Take ownership of customer issues by following through satisfactory resolution and feedback on
queries
 Escalate unresolved queries to the back office support.
 Serve as the conduit for channeling customer issues to the organization
 Deliver high-level customer service while adhering to set standards.
 Participate in team initiatives and activities
 Manage account of Corporate customer
2006: Nnewi North L. G. A Anambra State.
INEC(REGISTRATION OFFICER 1)NYSC
 Ensuring all eligible persons wishing to register is registered.
 Capture the name, other details and photographs of voters.
 Account for all forms used for registration daily.
 Write a general report on the registration exercise.

3. 2006: Okongwu Memorial Grammar School, (NYSC)
Class Teacher
 Examined and collated terminal report card.
 Taught Mathematics, Integrated Science and Intro Tech
 Drafting of Examination timetable and Lecture timetable
2003: Julius Berger Nig Plc( Industrial Training )
Mercedes Bens Truck Section, Utako District,
 Assembly of Mercedes Bens Trailer/Truck(actors range)
 Service and Repair of Mercedes Bens Trailer /Truck
 General Maintenance of Trailer /Truck
 Taking and keeping records of logistic
EDUCATION
2005 University of Ado-Ekiti, Ekiti State
 B.Eng. Mechanical
1996 Oshodi Comprehensive High School, Oshodi, Lagos State.
 Senior School Certificate
TRAININGS/COURSES ATTENDED
 Human Resource Management (HRMS) – Eazework.
 First Time Manager
 Service and Quality Management
 Value Base Customer Service
 Capability Building for Shift Lead(Supervisor)
 Communication Skills and Personal Effectiveness
 Customer Handling Skills
 Conflict Management
 The Art of Satisfying Customers
 Exceeding Customer Expectations
 Active Listening
 Customer Relationship Management(CRM)
SKILLS
 Innovative and highly motivated self-starter.
 Business development.
 Ability to read, analyse and interpret reports.
 Ability to effectively present information to senior management peers and/or subordinates.
 Excellent supervisory and administrative skills.

4.  Detail oriented and performance driven.
 Problem solving skills.
 Ability to motivate people and goal oriented.
 Excellent customer handling skills.
 Excellent relational and communication skills.
INTERESTS
Customer service, Computers, Research & Development, Reading, Travelling and Interacting with
people, Social Media.
REFEREES
Available on request.