Olanrewaju Andrea Oluwole
Business Relationship Manager
Johannesburg
Summary
As a seasoned Business Relationship Manager with a wealth of experience spanning over a decade, specializing in spearheading Pay TV growth throughout various African regions, my expertise encompasses managing IT service delivery, leading cross functional teams, and implementing process improvements enhancements to advance business operations. Throughout my career I have made significant strides in elevating Customer Experience and skilful managing service demand. My professional acumen is underscored by a proven ability to forge and sustain robust relationships with senior-level executive's, stakeholders, coupled with a knack for uncovering new business prospects within the Pay TV and Broadcast Media landscape across African nations. I excel in devising customized solutions that resonate with client requirements, ensuring satisfaction and loyalty. My consistent track record stand as testament to my successful delivery of tangible outcomes in a dynamic and evolving industry.
Overview
18
18
years of professional experience
2023
2023
years of post-secondary education
1
1
Language
Work History
Business Relationship Manager
MULTICHOICE SOUTH AFRICA
01.2017 - 01.2024
- Fostered elite B2B partnerships, strategically managing the liaison between African markets and Enterprise Business systems.
- Delivered tailored solutions by deeply understanding local business landscapes and client requirements.
- Drove organizational performance by ensuring continuous alignment and communication between IT and business stakeholders.
- Identified and implemented enhancements to African business operations, adding significant value.
- Monitored and ensured the successful integration of client benefit, maintaining vigilant oversight.
- Adhered Problem Management protocols to elevate service quality throughout African operations.
- Ensured swift incident resolution, adhering to Service Level Agreements (SLAs) and coordinating effective Problem management.
- Communicated potential risks to stakeholders with clarity and foresight.
- Authored and refine policies and procedures to maximize customer service excellence.
- Championed the development of systems to yield increased value and ROI.
- Analyzed business needs to inform IT system enhancements and solutions.
- Played a pivotal role in strategic planning, identifying key opportunities for business function optimization.
- Restored IT credibility with African business units through increased transparency.
- Led a transformative IT infrastructure revamp to support future business objectives in South Africa and surrounding regions.
Regional Account Manager - Africa
MULTICHOICE AFRICA PTY LTD
01.2015 - 01.2017
- Spearheaded the implementation of a CRM system, enhancing operational efficiency by 30%.
- Provided crucial support for the launch and deployments of new projects across West Africa.
- Excelled in stakeholder engagement, ensuring the success of various projects.
- Led customer retention campaigns, tailoring corporate strategies to fit the African market.
- Conducted meticulous tracking and reporting to monitor subscriber growth.
- Orchestrated business readiness for key strategic projects in Nigeria and Ghana, guaranteeing smooth execution.
- Directed User Acceptance Testing for new technical solutions collaborating with Country Operations Teams.
- Executed thorough review and sign-off on Business Requirement Specifications for IT solutions, bolstering in country operations and service delivery.
- Assessed customer retention initiatives for viability, risk and compliance governance standard.
- Achieved a 90% improvement in agent service by actively participating in the CRM solution rollout in West African in 2017.
- Coordinated comprehensive training for users, stakeholder communication, data clean-up, and gap analysis pre and post CRM deployment, managing over two million customer data transitions.
Operations Support Manager
MULTICHOICE NIGERIA LIMITED
01.2014 - 01.2015
- Enhanced team productivity by 30% through the introduction of innovative workflow solutions.
- Achieved a 20% reduction in operational expenses by implementing strategic process optimizations.
- Championed a customer-first approach, elevating satisfaction by 25%.
- Guided cross-functional teams to consistently surpass performance benchmarks.
- Initiated the use of data analytics to improve the quality of decision-making processes.
- Integrated cutting-edge technology to establish a competitive edge in the market.
- Cultivated top-tier vendor relations, securing advantageous terms.
- Managed the seamless transition of new systems, effectively reducing operational interruptions.
- Promoted a culture of continuous improvement, leading to a 15% decreased in procedural error.
- Strategically allocated resources to optimize return on investment and enhance team capabilities.
Operations Manager - Terrestrial Services
MULTICHOICE NIGERIA LIMITED
01.2011 - 01.2014
- Spearheaded subscriber base growth and retention for Terrestrial services.
- Aligned operations with global digital transmission switchover goals.
- Led the expansion of Terrestrial TV services throughout multiple regions in Nigerian.
- Improved data integrity with systematic verification of the Subscriber database.
- Managed the recruitment, onboarding and training processes for new product support teams.
- Innovated Self-Service payment solutions to diversify customer transaction options.
- Cultivated strategic partnerships with third-party vendors to enhance consumer support.
- Scaled up the Terrestrial TV user base in preparation for the global digital transition.
- Launched Terrestrial TV across multiple Nigerian regions, enhancing service reach.
- Streamlined team development by enhancing onboarding and training for product support.
- Enhanced customer satisfaction through optimized payment channels and vendor collaboration.
Contact Center Manager
MULTICHOICE NIGERIA LIMITED
01.2009 - 01.2011
- Achieved a 15% reduction in call handling times, boosting operational efficiency.
- Elevated Customer Satisfaction (CSAT) scores to an impressive 90%.
- Led and inspired a team of over 50 contact center agents, enhancing team dynamics.
- Implemented cost-effective Customer Relationship Management (CRM) solutions.
- Streamlined workflow processes to maximize efficiency.
- Crafted and executed innovative upselling strategies to augment sales.
- Significantly reduced staff turnover by 30%, promoting a stable work environment.
- Initiated and led projects that substantially increased revenue.
- Managed daily operations with optimal resource allocation for peak performance.
- Monitored and swiftly resolved customer issues, exceeding resolution targets by 10% annually.
- Fostered a customer-centric culture, markedly improving agent productivity.
- Directed the launch of new customer service programs to improve contact center quality.
- Optimized the recruitment and training process of contact center agents, strengthening team proficiency.
- Ensured strict compliance with company policies and enforced disciplinary actions when necessary.
- Developed and implemented Quality Assurance protocols to ensure exceptional service delivery.
Customer Retention Manager
MULTICHOICE NIGERIA LIMITED
01.2006 - 01.2008
- Achieved a 30% increase in customer retention over three years, demonstrating exceptional strategy execution.
- Spearheaded a loyalty program that significantly enhanced Lifetime Value (LTV).
- Implemented a robust Customer Relationship Management (CRM) system to elevate customer engagement.
- Developed and executed growth-oriented retention strategies, driving organizational success.
- Led a team to consistently achieve top Customer Satisfaction (CSAT) scores.
- Drove a 20% increase in revenue through strategic upsell campaigns.
- Orchestrated successful win-back campaigns, reengaging lapsed customers.
- Customized onboarding processes, significantly resulting in a substantial reduction in early-stage churn.
- Leveraged data analytics to refine and inform retention tactics.
- Pioneered Nigeria's first Customer Retention Unit, establishing a benchmark for excellence.
- Managed churn activities, achieving a 10% annual reduction in churn rate.
- Facilitated the adoption of Customer Retention policies, reclaiming churned subscribers.
- Established a quality assessment procedure to measure and ensure service excellence.
- Created and implemented Customer Loyalty initiatives to strengthen brand allegiance.
- Coordinated retention efforts through various communication channels, including emails, faxes, and SMS.
- Oversaw annual subscriber maintenance operations to maintain a robust customer base.
- Contributed to Ad hoc operational projects, showcasing and alignment with organizational goals.
Education
Post Graduate Diploma - Management Practice, Systems Thinking, Effective value stream management, Innovative wealth creation, Personality Typology
HENLEY'S BUSINESS SCHOOL
Bachelor of Arts - English (Hons), English Language and linguistics, Post-Colonial African and American literature, Phonetics, English creative writing
UNIVERSITY OFJOS
Jos, NigeriaSecondary School Certificate - undefined
FEDERAL GOVERNMENT GIRL COLLEGE
Kano, NigeriaSkills
COMMUNICATION AND INTERPERSONAL SKILLS
LEADERSHIP
DATA ANALYSIS AND REPORTING
PROBLEM SOLVING EXPERT
ABILITY TO MANAGE AND RESOLVE CRITICAL IT INCIDENTS QUICKLY AND COST EFFECTIVELY
CUSTOMER INSIGHT AND FEEDBACK MANAGEMENT
COLLABORATION AND TEAMWORK
ABILITY TO INITIATE AND MANAGE CHANGE INITIATIVES
POLICY AND PROCEDURE DEVELOPMENT
BUDGETING AND COST MANAGEMENT
Websites And Social Links - Linkedin
https://www.linkedin.com/in/olanrewaju-oluwole5919668b/
Timeline
Business Relationship Manager
MULTICHOICE SOUTH AFRICA
01.2017 - 01.2024
Regional Account Manager - Africa
MULTICHOICE AFRICA PTY LTD
01.2015 - 01.2017
Operations Support Manager
MULTICHOICE NIGERIA LIMITED
01.2014 - 01.2015
Operations Manager - Terrestrial Services
MULTICHOICE NIGERIA LIMITED
01.2011 - 01.2014
Contact Center Manager
MULTICHOICE NIGERIA LIMITED
01.2009 - 01.2011
Customer Retention Manager
MULTICHOICE NIGERIA LIMITED
01.2006 - 01.2008
Bachelor of Arts - English (Hons), English Language and linguistics, Post-Colonial African and American literature, Phonetics, English creative writing
UNIVERSITY OFJOS
Secondary School Certificate - undefined
FEDERAL GOVERNMENT GIRL COLLEGE
Post Graduate Diploma - Management Practice, Systems Thinking, Effective value stream management, Innovative wealth creation, Personality Typology
HENLEY'S BUSINESS SCHOOL