Joel Irugu, CLDP, CCBP's Linkedin Analytics

As an accomplished Leader with a wealth of experience in daily operations, I excel in managing operational key performance indicators, negotiating KPIs, renewing contracts and MSAs, and effectively overseeing client/vendor relationships. With a strong focus on knowledge management, process optimisation, and product training, I have successfully managed operations across various industries including BFSI, GI, Tech and SaaS verticals for two decades. My expertise extends to post-sales customer experience enhancement, fostering positive relationships with consumer, corporate, and business banking clients, and implementing efficient strategies in BFSI Customer Experience, Fraud & Risk Prevention and Collections. Moreover, I bring a proven track record in providing technical support for peripherals and online banking services, as well as Eats, Rider and Driver support for a leading SaaS organisation, ensuring a seamless user experience. I am adept at overseeing end-to-end claims support management, delivering comprehensive pre-process and culture training across Australia, the UK, and the US. My past roles also involved vetting infrastructure, logistics, and testing IT security systems to ensure smooth operations across on and offshore locations. Throughout my career, I have successfully led site transitions and launches in India, Philippines, US & Canada and Colombia, demonstrating a commitment to operational excellence and flawless execution. With a professional tone and a passion for achieving results, I am well-equipped to drive operational success and lead high-performing teams to new heights of efficiency and productivity. Key Strengths: Key Technical Skills: - Manage Daily Operations - Certified Facilitator & Accreditor - Vendor Management - Change Management - Migration & Transition - Team Management - Staff Training & Development - Instructional Designing - Business Planning - Strategy Planning and Execution Key Behavioural Attributes: - Passionate - Open to Feedback - Team Player - Enjoy Learning New Skills