Boots UK

- Manage customer inquiries and issues across multiple channels, ensuring prompt and effective resolution.
- Provide IT support and real-time coordination for a team of 600+ advisors, maintaining service levels across phone, email, and social media.
-Mentor and guide new joins, helping them adapt to the work environment and achieve performance targets.
- Offer floor support by advising other advisors who need assistance with complex customer queries, ensuring consistent quality service.
- Collaborate with cross-functional teams to optimize operations and improve the customer journey.
- Implement customer retention strategies, leading to enhanced loyalty and repeat business.
- Gather and analyze customer feedback to refine services and processes, utilizing CRM software for documentation.
- Collaborate with cross-functional teams to validate processes during the implementation of a new telephony system.
- Identify inefficiencies and operational misalignments through system testing and analysis.
- Ensure system accuracy by conducting thorough quality checks and aligning the new processes with business objectives.
- Gather and analyzed performance metrics to track the functionality and efficiency of the telephony system.
- Utilize data insights to inform decision-making, driving system improvements and enhanced customer experience.
- Contribute to managing customer reviews on Google and Deliveroo, ensuring seamless feedback loops and timely responses to concerns.
- Achieve a 15% improvement in review resolution time while maintaining a 90% satisfaction rate in interactions.
- Collaborate with product and service teams to address improvement areas, using real-time feedback for strategic enhancements.
- Utilize data-driven insights to analyze metrics, drive iterative improvements, and boost overall satisfaction.
- Align customer feedback with operational goals to optimize service and processes across teams.

Customer Experience Specialist

Pelumi Olawole Consulting

•	Spearhead influence coaching programs tailored to youth, mid-level, and top-level professionals, focusing on self-leadership, personal mastery, and success across various life aspects.
	•	Mentor and guide clients through proven coaching frameworks such as GROW, cognitive behavioral coaching (CBC), and neuro-linguistic programming (NLP) to foster personal growth and unlock potential.
	•	Utilize advanced motivational and psychological strategies to help clients overcome challenges, set and achieve meaningful goals, and transform their mindset for continuous improvement.
	•	Lead personal development workshops, webinars, and one-on-one sessions, with a focus on impact-driven communication, decision-making, and resilience-building techniques.
	•	Empower individuals in leadership roles by enhancing their influence and emotional intelligence, resulting in improved team dynamics and business performance.
	•	Successfully developed and implemented community and leadership development initiatives across West Africa, driving personal and professional growth for participants.
	•	Leverage a decade of experience to help professionals achieve clarity, confidence, and purpose in their careers and personal lives, delivering lasting change and results.

Influence Coach (Self-Initiated, Ongoing)

Zoe Choosers Foundation(Non-Governmental Organization (NGO) Advocating for Life Choices)

As a volunteer Operations Consultant at Zoe Choosers Foundation, I actively contribute to optimizing the organization’s operational processes to enhance the effectiveness of our advocacy efforts. Zoe Choosers is dedicated to providing alternatives and support in cases of unplanned or unwanted pregnancies, with a mission to make abortion unimaginable for future generations.

Key Responsibilities and Achievements:

	•	Operational Strategy Development: I design and implement strategic operational plans aimed at improving the efficiency and reach of our outreach and advocacy programs. My efforts have contributed to a 25% increase in program engagement within the first year of implementing these strategies.
	•	Process Optimization: By analyzing existing workflows, I introduce streamlined processes that reduce operational bottlenecks, allowing our foundation to respond more effectively to the needs of the communities we serve.
	•	Stakeholder Collaboration: I work closely with cross-functional teams, including program managers, outreach coordinators, and external partners, to ensure alignment with our mission and goals. This collaboration has enabled the successful launch of key initiatives that raise awareness and provide vital support to women facing unplanned pregnancies.
	•	Resource Management: I oversee the allocation and management of resources, ensuring that financial and material assets are used efficiently to maximize the impact of our programs. My efforts have optimized budget allocations, increasing program efficiency by 20%.
	•	Training and Development: I develop and deliver training programs for staff and volunteers, enhancing their ability to advocate effectively and support our mission. These training initiatives have led to a 30% improvement in volunteer engagement and program delivery.

Operations Consultant(Volunteer)

iiHub

My responsibilities working with the Tech Hub spanned;

	•	Increased exposure to tech jobs by 30% and supported product development, leveraging data analytics tools and customer feedback platforms to identify gaps in the market. This effort resulted in the creation of targeted job boards and partnerships with local tech companies to showcase opportunities to our members.
	•	Optimized day-to-day operations using Agile project management tool: Trello, fostering a collaborative environment for innovation and growth. This shift led to a 20% increase in project completion rates and a significant reduction in bottlenecks across teams.
	•	Established partnerships with over 10 tech companies, organizing job fairs, hackathons, and networking events that successfully connected over 500 job seekers with potential employers. 
	•	Developed and implemented training programs and workshops, utilizing platforms like Coursera and LinkedIn Learning, which led to a 25% increase in member skill sets. These programs focused on in-demand skills such as Python, data analysis, and UX/UI design, driving a 40% rise in successful job placements.
	•	Enhanced member engagement by 35% through the integration of community management tools: Slack, facilitating more frequent and meaningful interactions among members. This improvement was reflected in a higher rate of participation in events and a stronger sense of community.
	•	Implemented a continuous feedback loop using Google Forms, leading to a 15% increase in customer satisfaction. Regularly gathering and analyzing feedback allowed for more responsive service improvements and increased overall member retention by 50%.
	•	Drove a 25% improvement in resource allocation efficiency by adopting cloud-based collaboration tool: Asana, enabling better coordination across departments and quicker decision-making processes.

Operations Manager

iConsults

As a Business Development Consultant at iConsults, I led high-impact consulting projects, driving strategic planning and operational improvements for client companies. My role involved collaborating with cross-functional project teams to design and implement tailored strategies that aligned with clients’ business goals. I also spearheaded talent recruitment, onboarding processes, and management team training, enhancing organizational leadership and operational efficiency.

Key Achievements:

	•	Strategic Leadership: Directed consulting engagements that resulted in a 20% average increase in client revenue by optimizing business processes and aligning them with strategic goals.
	•	Talent Management: Successfully recruited and onboarded over 50 high-performing professionals, reducing time-to-hire by 30% and improving overall team productivity.
	•	Training & Development: Developed and executed leadership development programs that led to a 25% improvement in managerial effectiveness and a 15% increase in employee retention.
	•	Business Process Improvement: Led initiatives that streamlined operations and reduced inefficiencies, contributing to a 35% reduction in operational costs for client companies.
	•	Cross-functional Collaboration: Coordinated with cross-functional teams to implement product adoption strategies that increased client satisfaction rates by 40%.
	•	Change Management: Facilitated change management processes for startups and SMEs, ensuring smooth transitions and sustainable growth.

Business Development Consultant

As the Director of Business Development at Ejide Nig Ltd, I spearheaded key initiatives that drove substantial sales growth, enhanced customer retention, and expanded our market presence into new territories. My leadership was instrumental in formulating and executing strategic sales plans, leveraging deep industry insights and market dynamics to propel the company forward.

Key Achievements:

	•	Revenue Growth: Spearheaded nationwide sales initiatives, resulting in a remarkable 185% increase in revenue. This growth was achieved through targeted sales plans and the expansion of market presence.
	•	Market Expansion: Conducted comprehensive market analysis to identify untapped regions with high growth potential. Established new distribution networks and successfully expanded into these territories, creating new revenue streams and broadening market reach.
	•	Customer Retention: Developed and implemented customer-centric strategies, including personalized service, regular communication, and prompt feedback handling, which significantly improved customer retention and loyalty. This focus on exceptional customer experience contributed to sustained company growth.
	•	Cross-functional Collaboration: Fostered strong collaboration with marketing, operations, and logistics teams to optimize business development strategies. This alignment ensured seamless execution of initiatives and maximized growth opportunities.
	•	Customer Support Enhancement: Designed and deployed an advanced customer support framework, which included extensive training for the support team. This initiative led to a significant elevation in customer satisfaction levels and enhanced overall customer experience.

Business Development Executive

The Zone Incubation Centre

As the Operations Manager at The Zone Incubation Centre, I played a pivotal role in ensuring the smooth functioning and growth of our coworking and incubation programs. Our center serves as a hub for freelancers, startups, and established businesses, offering a dynamic environment for innovation and collaboration.

Key Responsibilities and Achievements:

	•	Operational Efficiency: Oversaw daily operations and optimized facility functionality, resulting in a 30% improvement in overall efficiency. This included managing vendor relationships to ensure seamless service delivery and maintaining high standards across the facility.
	•	Incubation and Program Management: Selected and onboarded entrepreneurs, industry projects, and startup ventures according to our defined incubation process. Developed and implemented a comprehensive incubation structure, including organizing workshops, hackathons, trainings, and collaborative events that aligned with the hub’s objectives. These efforts have been instrumental in fostering a supportive ecosystem for startups.
	•	Community Engagement: Fostered a collaborative community within the coworking center, leading to an 80% increase in client satisfaction. This was achieved by creating a welcoming environment and organizing regular community-building events that encouraged networking and knowledge sharing.
	•	Team Leadership and Productivity: Increased team productivity by 40% through strategic delegation and optimizing individual strengths within the team. My approach ensured that each team member was utilized effectively, contributing to the overall success of our operations.
	•	Startup Support: Provided guidance and resources through incubation programs, helping startups navigate challenges and achieve sustainable growth. My support has been key in nurturing early-stage ventures and preparing them for long-term success.

Hybrid Consults

Sales Associate

NYSC

Corp member

Federal Road Safety Corp HQ

Intern Statistician 

Pelumi is dedicated to fostering growth. With about a decade of experience in business development, operations, project and product management, customer experience, and strategic planning, he combines his coaching expertise with a strong foundation in data analysis and strategic execution.

Holding a Bachelor of Technology in Statistics and being a certified Scrum Master, Pelumi excels at leveraging data to enhance business performance and customer experience, driving meaningful growth. As an influence coach, he inspires clients to cultivate their own leadership skills and navigate their journeys toward success, making a positive impact on both their personal and professional lives.

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