Olajide Ajele

Customer-focused professional with nearly two decades of experience in customer service, management, and administration across industries including telecommunications, banking, and government services. Proven ability to manage teams, improve customer satisfaction, and implement efficient service processes. Currently serving as a Customer Experience Manager at G4S, deployed to the Department for Work and Pensions (DWP), UK. Strong leadership, communication, and problem-solving skills, with a commitment to driving operational excellence and enhancing the customer experience.

With over 20 years of experience in customer service management across telecommunications, retail banking, after-sales support, and the UK civil service, I am confident in my ability to contribute to the success of any company's customer service team.

Throughout my career, I have consistently demonstrated my ability to deliver exceptional customer experiences and improve service processes across multiple industries. My most recent role as a Customer Experience Manager at G4S, deployed to the Department for Work and Pensions (DWP), has provided me with invaluable experience in handling complex customer interactions and ensuring satisfaction within a public sector framework. This has further developed my adaptability and my ability to maintain high service standards even in dynamic and high-pressure environments.

During my 8-year tenure at MTN Nigeria, I managed large-scale customer service operations, ensuring that all customer inquiries, complaints, and escalations were resolved swiftly. My efforts contributed to significant improvements in customer satisfaction and loyalty, while optimizing team performance and service delivery. I also developed and implemented strategies to enhance the overall customer journey, ensuring a seamless experience across all touchpoints.

Additionally, my previous experience at Computer Warehouse and in retail banking provided me with a deep understanding of after-sales support, call centre operations, and customer advisory services. I have worked extensively with cross-functional teams, led training programs to upskill customer service agents, and continually refined service delivery processes to improve both efficiency and the quality of customer care.

Customer Experience Agent

G4S Global, United Kingdom (Deployed to DWP)

November, 2023 – Present

• Manage customer interactions and ensure high levels of service and satisfaction for DWP clients.
• Supervise and support a team of customer service representatives, offering training and guidance.
• Develop and implement strategies to optimize customer experience and reduce response times.
• Analyze performance data, adjust processes for increased efficiency, and address client concerns.
• Handle complex inquiries, complaints, and escalations, ensuring swift and effective resolution.
• Respond to customer inquiries via phone, email, live chat, or in person about benefits, pensions, Universal Credit, 
• job-seeking services, and other government support.
• Assist customers in filling out applications for benefits, pensions, or other support programs.
• Address customer complaints related to delayed payments, eligibility issues, or service concerns.
• De-escalate situations and offer solutions within the DWP guidelines.

Lead, Customer Experience &  Sales Support

MTN Nigeria Ikoyi, Lagos, Nigeria.

September 2014 – July 2023

• Led a large team of customer service representatives, managing daily operations and ensuring exceptional service delivery.
• Developed customer service policies and procedures that enhanced team efficiency and customer satisfaction.
• Spearheaded initiatives to improve service levels, reducing response times and increasing first-call resolution. 
• Collaborated with cross-functional teams to address complex issues and deliver tailored solutions.
• Trained and mentored staff, leading to improved performance and retention.
• Consistently achieved high customer satisfaction scores, contributing to MTN Nigeria's reputation for excellence in service
• Collaborate with sales, marketing, and technical teams to ensure a cohesive customer experience across all touchpoints.
• Identify bottlenecks and inefficiencies in customer service processes and implement improvements to streamline operations.
• Develop and implement initiatives to enhance overall customer satisfaction, such as customer feedback programs, surveys, and service improvement plans.
•  Analyze customer feedback to identify trends and proactively address emerging issues.

Lead, Customer Service & After Sales Support

Computer Warehouse, Ikoyi, Lagos, Nigeria

January 2011 - August 2014

• Directed the customer service department, ensuring optimal performance and customer satisfaction.
• Managed technical support operations, resolving high-volume customer inquiries and complaints.
• Implemented process improvements to streamline workflows and increase response efficiency.
• Developed training programs to improve the skills of the customer support team.
• Fostered strong relationships with key clients, ensuring their long-term satisfaction with services and support.
• Manage and resolve escalated customer issues, ensuring prompt and satisfactory resolution to enhance customer satisfaction.
• Implement effective procedures for handling complex problems and customer complaints, aiming for first-contact resolution whenever possible

Customer Service Agent/Advisor

First City Monument Bank 

January 2005 - July 2014

• Handled customer inquiries, account management, and transaction processing with a focus on delivering excellent service.
• Resolved customer complaints and issues, ensuring satisfaction with banking products and services.
• Assisted in promoting new financial products to customers and supported cross-selling initiatives.
• Maintained accurate customer records and ensured compliance with banking regulations.
• Respond to customer questions regarding banking products, services, and account information via phone, email, or in person.
• Provide detailed information on services such as loans, mortgages, accounts, and investment options.
• Assist customers with account opening and closing processes.
• Help clients manage their accounts, including checking balances, processing transactions, and issuing statements.
• Address and resolve customer complaints or issues related to transactions, fees, or account discrepancies.
• Investigate and resolve problems efficiently, ensuring customer satisfaction.
• Promote and explain various banking products and services to customers, such as credit cards, loans, or investment accounts.
• Identify customer needs and recommend suitable products to enhance their banking experience.
• Adhere to all regulatory and compliance requirements, including anti-money laundering (AML) and Know Your Customer (KYC) policies.

School Administrator

The Livingsprings Schools, Lekki, Lagos.

January 2003 - December 2005

• Oversaw daily school operations, including administrative tasks, student records, and staff coordination.
• Managed communication between parents, teachers, and administration to ensure a smooth educational process.
• Organized school events, implemented policies, and handled budgeting and financial oversight.
• Played a key role in improving organizational structure and operational efficiency.

EDUCATION

Bachelor of Science (Mechanical Engineering)                July 2001

Lagos State University, Ojo, Lagos.

High School Diploma                                                                July 1995

Anwar-ul Islam College, Agege, Lagos., Nigeria