1. GBAD E BO L ATE E F KAYO D E
21,PAS TO R O J E D IRAN S TRE E T O RIL O WO E J IGBO L AGO S S TATE
E mail: gbadebo.lat eef @isonbpo.com, kaylagit es@yahoo.com
Phone: 08038162057 , 07062025388, 08056277173
PROFILE
A creative, efficient and innovative customer care representative with over three years’ experience in
customer service and customer retention . Have excellent attention to details coupled with Team
management skills and a positive attitude to work. A self driven individual who enjoys challenges,
thrives on responsibility and is able to communicate at all levels. Uses a methodical approach
towards work and is able to prioritise and work accurately to ensure successful implementation of
projects and set targets.Confident and highly motivated team player with strong analytical skills and
good exposure to team management.
ACCOMPLISHMENTS
1) Achieved 100% set target on productivity and quality for the year 2013 and 2015 thereby
ensuring my promotion to the next level in my organization.
2) Participation in a yearly project called ‘Yello Care Week’ where books and learning aid were
distributed in selected schools in 5 different local government areas in Lagos state.
3) Officially and effectively managed 20 high valued customer’s account in the customer
retention unit during a project in 2012.
4) Effectively involved in the educational campaign of the MTN security number that ensures
customer’s prepaid mobile number security from theft and fraud.
PROFESSIONAL EXPERIENCE
December 2015-Date ISON BPO INTERNATIONAL LIMITED
Team Lead (Operations)
 Delivery of team sales, service level components, quality and productivity targets & indicators
 Operational Management: Managing the floor, adherence to schedule.
 To manage the day–to-day planning, operation and problem-solving of a team of agents
to meet with the required service level components, standards and sales targets.
 Call monitoring, coaching and feedback, responsibility for delivery of the defined
customer experience in every call.
 Training and development of staff.
 Motivation, leadership for a team and developing future leaders.
 Recommendations for product and process development based on customer feedback and
analysis of the same.
 Conducting performance appraisal for the team.
 Compiling reports on team’s performance and customer feedback.

2. August 2011 – 2015 MTN NIGERIA COMMUNICATIONS LTD
Customer Care Representative
 Effectively communicate with clients to gain commitment to purchase and products.
 Effectively communicate with clients via an online environment.
 feedback/ comments relating to product content and pricing as well as companies performance.
 Professionally and effectively employs tele-sales skills to achieve targeted sales.
 Maintain accurate records of all contacts with clients.
 Liaise with other members of Sales Team to actively promote sales opportunities, exchange
information and increase professionalism.
 Ensure safe working area and work procedures in line with Company’s
Health and Safety Policy.
 Effectively educating My customer on products and services.
 Analyzing records of customer inquiries, purchases, service requests and complaints to identify
trends.
 Maintain high standard of personal presentation.
June 2009 – May, 2011.AKROJ NIGERIA LIMITED
Operations Officer
 Relationship building with clients.
 Verification of freight rates according to customs laws .
 Assisting in the selection of shipping vessel for transportation of cargo.
 Documentation and arrangement of Bill of Laden forms from the clients for processing.
 Supervising in the examination of cargos by the customs law enforcement team.
 Providing transport services to cargos when finally cleared from the ports.
EDUCATION / PROFESSIONAL QUALIFICATIONS
2007 B.Sc Forestry Management Federal University of Agriculture, Ogun state.
1999 Secondary School Certificate Gideon comprehensive high school.
1992 Primary school leaving certificate Gideon International high school.
TRAININGS AND SKILLS
1. DSTV Mobile Training MTN
2. MTN Value added Services Training MTN
3. Black Berry Web Based Training MTN
4. How May I Help You Training MTN
5. Effective communication HR Exponential
6. Value Based Customer Service HR Exponential
7. Customer service through satisfaction HR Exponential
8. Project Management Training Davton8020 Consult
9. Advanced HR Training Davton8020 Consult
10. Health, Safety and Enviromental (CIEH level 1)Training Piston and Fusion Consult
11. Diploma in Sales and Marketing London Academy Business
School

3. MTN ACADEMY DIPLOMA COURSES
1. Brand Management for Social Media and Wireless Technologies.
2. Building A Winning Sales Team
3. Customer Experience – Perfect 10
4. Establishing Team Goals And Responsibilities
5. Building a Winning Sales Team
REFEREES
1. Mr. Moses Adejoh – Distributor Accounts Executive, Kano. MTN Nigeria. 08032005671.
2. Mr.ismailYakub– Team Lead Customer care, Lagos. MTN Nigeria. 0803202591.
3. Mr. GbolahanAkanni– C.E.O Akroj Nigeria Limited, Lagos 08058136044