This document contains the resume of Stephen Akinbola Sowole. It summarizes his work experience from 2001 to present, including roles at UBA PLC as a Team Lead in Resolution & Operations and SLA Management, and at MTN Nigeria in various customer service and collection roles. It also lists his education credentials, including a BSc in Agricultural Economics from University of Ibadan from 1993-1998.

1. C/o DR. KEHINDE AJAYI
DR. KEHINDE AJAYI CLINIC
CHURCH HOUSE,
29 MARINA, LAGOS.
P.O.BOX 75207,
LAGOS ISLAND, LAGOS
TEL ; 0803-200-1907
0802-733-7574
E-MAIL; bolastev@yahoo.com
kajayi@metrog.com
STEPHEN AKINBOLA SOWOLE
Objective To put in definite steps towards achieving the corporate goals and objective.
Experience Jan; 2012-Till Date UBA PLC, UBA House, 57 Marina Lagos
Team Lead Resolution & Operation Specialist, Customer Service Division
 Ensures daily smooth running Resolution & Operation Specialist Team.
 Manager/Administrator of Customer Complaints Manager (CCM) portal. Responsible for profiling of
staff/units/countries on the portal and portal update as may be required.
 Report, Review and Coordinate daily & monthly customer complaints report to CBN.
 Manage activities within Resolution & Operation Specialist Unit,
 Coordinate the activities of the Team Member within the Unit.
 Follow-up on all issues and ensures prompt resolution within the agreed TAT.
 Escalate issues that have exceeded the approved TAT for resolution to various team leads and units heads.
 Follow-up on issues/complaints to ensure prompt and positive resolution.
 Liaise with different unit or individual processor to ensure resolution of complaints/issues within approved TAT.
 Monitor implementation of agreed improvement initiative (where applicable)
 Ensure departmental SLAs are consistently relevant for the business
 Assist in queries/issues follow-up/resolution within set TAT
 Generate Weekly/Monthly report on items (complaints/enquiries/requests), rate of resolution and follow
through on open items.
 Responsible for periodic MIS reporting as may be required by various Units/Division
 Generate Weekly/Monthly activity report of Call Centre agents
 Monitor ACD display for abandoned/dropped calls and generate periodic productivity
 Ensure all other assigned task by the supervisor are handled appropriately
Feb; 2010-Jan; 2012 UBA PLC, UBA House, 57 Marina Lagos
Team Lead SLA Management, Internal Customer Service Centre
 Drive SLA establishment and management processes
 Manage directorates SLA contract documentation and review processes
 Prepare performance reports on SLA for Business Leads
 Escalate persistent breaches in SLAs
 Follow-up on issues/complaints to ensure prompt and positive resolution.
 Liaise with different unit or individual processor to ensure resolution of complaints/issues within approved TAT.
 Monitor implementation of agreed improvement initiative (where applicable)
 Ensure departmental SLAs are consistently relevant for the business
 Assist in queries/issues follow-up/resolution within set TAT
 Generate Weekly/Monthly report on items (complaints/Enquiries/requests), rate of resolution and follow
through on open items.
 Generate Weekly/Monthly activity report of Call Centre agents within the call centre.
 Monitor ACD display for abandoned/dropped calls and generate periodic productivity.
 Generate Daily/Weekly/Monthly inbound calls to call centre report.
 Perform other administrative function required.

2. Oct 2007- Feb 2010 UBA PLC, UBA House, 57 Marina Lagos
Vendor Management/Relationship Management (VENDOR COORDINATOR)
 Manage relationship with Service Providers (Vendors).
 Manage vendor deployed staff to the Group.
 Treat all staff requisition within the set TAT as it is agreed in the Service Level Agreement (SLA) between the
Service Provider and UBA Group.
 Monitor/Supervise/Assist the Vendor in recruitment of vendor managed staff for the Group.
 Communicate effectively with the vendors all issues relating to their services to the Group and ensuring all
necessary documentations are in place.
 Actively involved in the deployment, redeployment and exiting of deployed staff as requested by the
beneficiary.
 Maintain and update deployed staffs data base for effective management and seamless payroll processes
 Liaise between the Group and the service providers for effective and efficient services delivery.
 Request for vendor monthly invoice, salary schedule and debit/payment instruction as at when due
 Review of vendor staff payroll and ensure it is accurate and then forward to Vendor Manager for review before
sending for approval.
 Communicate to the service provider once the approval is given to send in their CPC instruction for staff
salary payment.
 Follow-up with CPC/E-Salary to ensure all salary payment document are updated and all Vendor Managed
are duly paid as at when due.
 Treat all salary bounce back due to wrong account number, relate with Business Offices (BO)/Location and
vendor for correct account number.
 Relate with the vendor on proper management of their staffs welfare, medical and other related issues.
 Monitor and report vendor appraisal/performance/compliance report.
 Documentation of all relevant information’s, minutes of meetings, requisition forms, memos, references and
letters.
 Advise requestor/BOs on the requisition processes and procedures as it is in the policy and procedure.
 Coordinate training, meeting etc with vendors and vendor deployed staffs,
 Maintain high level of compliance and discipline from the vendor deployed staffs and any fallout is reported to
the appropriate authority for immediate action.
 Provide general administrative support and perform other duty as instructed by my manager.
June 2007-Sept 2007 MTN Nig Com LTD. MTN Postpaid Operations Apapa
Postpaid Credit Magt & Pre Legal Corporate & Medium Business Agent (CORPORATE COLLECTION)
 Execute credit and risk management policies and processes.
 Effectively communicate credit status to customers.
 Proactively assess customer details at activation, ensuring the correct details have been allocated.
 Run daily scripts in CCBS to isolate customer credit status.
 Generate daily credit status reports communicate it to the credit supervisor
 Implement customer’s credit limit preference as appropriate, after authorization, in line with PPO policies and
procedures.
 Implement revised credit limit for internal subscribers based on provisions of appropriate internal cell phone
policy.
 Input relevant subscriber documents on online repository.
 Execute credit limit change request.
 Notify subscribers with credit limit utilization of 100% and/ or above that their account would be soft
suspended.
 Execute soft suspension of customers in suspension list.
 Efficiently execute stated policies regulating the collection management for accounts in the business small
segment.
 Participate in the development and implementation of an efficient collection plan and path for business small
accounts.

3.  Regularly monitor customer accounts to ensure accuracy of data and proactively follow-up on customer for
prompt payment of outstandings.
 Agree and manage payment plans for clients after due authorization by supervisors.
 Ensure prompt provision and execution of customer requests.
 Participate in the review and sanitation of the business small segments, to identify and isolate wrongly
segmented accounts.
 Proactively identify and report valuable customers based on usage and promptness of bill settlement.
 Establish and maintain relationship with value and other potential value business small.
 Report all non-adherences to service levels to the supervisor.
 Perform other duties as required by the supervisor
Sept 2005-June 2007 MTN Nig Com LTD. MTN Call Centre Apapa
Prepaid Agent (CUSTOMER RELATIONS)
 Take customers complaint and resolved the within set turnaround time
 Keep to Schedule adherence
 Escalate customer’s complaint to appropriate help desk for onward resolution
 Team lead when the team supervisor is not available
 Implement company policies and procedures in resolution of customer’s queries
 Effective education of customer on products and services available within the organization
 Handling of network and subscribers queries using different applications –Flagship, TMOS, MINSAT, and
Damage Order etc.
 Accurate logging of all Query type
 Analyzing the Company’s products and services and gives support to both internal and external customers
 Preparation of weekly status report of summary of queries handled
 Assist Back Office Support (BOS) in activation of lines i.e. sim swaps and also in resolution of related issues
July 2001-Sept 2005 MTN Nig Com LTD. Apapa Service Centre
Friendship Centre Consultant (CUSTOMER SERVICE)
 Sales to customers
 Provide customer advice and education / share product knowledge
 Manage stock in store and maintain high level merchandising
 Handles corporate sales and activations
 Monitor and report against asset register
 Identify issues and resolve with Customer Consultant (CC)
 Communication, in outlet and within MTN/ CC
 Implement company’s policies and procedures at store level
 Manage and account for all cash at outlet level
 Resolution of queries/customer complaint within set turnaround time (tat)
 Conduct actual system transaction e.g. activations, suspensions, migrations etc.
 Relevant paperwork, documentation and takes minutes of meetings
 Train and assist new entrants in settling down
 Updating and maintaining confidential filling system
 Providing general administrative support required
 Team leader and acting supervisor most time when the situation arises
 Work with Postpaid team in activating Virtual Private Network (VPN) lines for corporate organizations
Jan 2000–Nov 2000 Shell Petroleum Dev. Coy. Port Harcourt
TRAINER OFFICER (N.Y.S.C)
 Organizing Public Enlightenment programmes in the rural communities
 Selecting students (Primary/Secondary) for scholarship programmes

4. Education 1993–1998 University of Ibadan Ibadan, Oyo State
 B.Sc., Agric Economics. (Second Class Honors, Lower Div.)
1989–1991 Kwara State Polytechnic Ilorin, Kwara State
 Advance ‘A’ Level Certificate
1983-1988 ECWA Secondary School Mopa, Kogi State
 West African School Certificate (WASC)
1978-1982 Baptist Primary School. Mopa, Kogi State
 First School Leaving Certificate.
Course/Training
Attended
 SPDC , Port-Harcourt
Desk-Top Publishing (Ms Word, Excel, Power Point)
 MTN Nigeria Communications Limited, Lagos
IFS Training, Flagship Training, Enhance fax and data, Wireless Application Protocol (WAP), Handsets
Training, Customer service Training, PPAS Training, Singleview Convergent Billing, TMOS, GPRS and MMS,
Effective Business Writing, Effective Presentation, Basic Selling Skill, Time
and Personal Management
 Poise Nigeria Limited, Lagos
Pronunciation and Elocution training
 MACTAY, Lagos
Career Management and Personal Effectiveness
 Project UBA –D!
Living UBA Core Values (H.E.I.R) Resensitization Session
 Asset Management
Asset Management / Information system management (Both Fixed asset and Human Capital)
 UBA Academy
Lean Six Sigma Training 2012
 UBA Academy & ZOLTS
Results-Oriented Employee Training
· The “DNA” of the Results-Oriented Employee
· Innovation, Initiative & Personal Effectiveness
· Emotional Intelligence & Relationship Management
· Strategic Customer service: Delivering World-Class Customer Experience.
· Understanding the consequences of Non-performance and reputational benefits for Personal &
Organizational performance.
Hobbies Reading, Traveling, Meeting people.
Date of Birth 6th
September, 1974
State of Origin Ogun State
Status Married
References AVAILABLE ON REQUEST