Temilola

Temilola Omolabake Oredugba
Address: Yednosti Street 4, Kriukivshchyna, Kyiv Oblast, Ukraine
[open contact info](look above in the "contact info" section) [open contact info](look above in the "contact info" section)
EDUCATION
Poltava University of Economics and Trade, Ukraine IN VIEW
PhD Economics and Project Management Systems

Poltava University of Economics and Trade, Ukraine 2018-2020
MBA, Business Administration
Best Graduating Student, Poltava University of Economics and Trade
●President of Nigerian Student Association PUET, Ukraine|2019-2020
●Student Leadership Council of International Students PUET, Ukraine |2019-2020
●Secretary of International Students PUET, Ukraine|2019-2020

Ladoke Akintola University of Technology, Oyo State, Nigeria2008 - 2013
B. Tech, Electrical Electronics Engineering
●Member, Electrical/Electronic Engineering Committee (Class of 2013) |2012-2013

TECHNICAL SKILLS
Project Management | CRM Software such as Salesforce, and others|Electrical Wiring | Quality Assurance| Performance Management | Job Profiling | On-boarding Design and Implementation | Leadership Development Program Design | Succession Planning| Human Capital Management| Human Resource Process Integration| Enterprise Transformation Management| Microsoft Office Packages

PROFESSIONAL EXPERIENCE
Midgard Kyiv, Ukraine
Retention Manager, March 2023 – PRESENT

• Developed innovative troubleshooting techniques that reduced average call handling time by 15%.
• Generated $50,000 in additional sales revenue by identifying upselling opportunities through CRM data analysis.

Midgard Kyiv, Ukraine
Team Leader, Customer Support RepresentativeJune 2022 – February 2023
• Increased customer retention rate by 20% through targeted outreach campaigns implemented via CRM with effective management of an 8-member cross-functional team.
• Developed and mentored 15 staff members, leading to key talent retention and improved compliance with company procedures.
• Implemented new analytical tools to improve sales performance, resulting in a 15% increase in sales revenue.
• Represented the call center in meetings and projects, leading to a 5% increase in market share through improved call handling processes.

City StaffKyiv, Ukraine
Team Leader, Customer Support RepresentativeJune 2021 – June 2022
• Improved customer satisfaction by 25% through effective monitoring and coaching of customer support representatives.
• Successfully maintained service level agreements by managing call volumes and ensuring all representatives were available to take calls.
• Reduced staff turnover by 2%, resulting in a record-setting improvement in staff retention through employee-development and morale-building programs.
• Achieved a 10% increase in team performance through goal setting and engagement of team members.

City StaffKyiv, Ukraine
Customer Support RepresentativeAugust 2020 – June 2021
• Successfully set up and processed new accounts for customers, resulting in a 20% increase in customer retention.
• Maintained strict confidentiality with customer account information, ensuring customer trust and satisfaction.
• Consistently delivered exceptional customer service, resulting in a 15% increase in customer satisfaction ratings.
• Conducted daily quality listening on customer service representative calls, resulting in a 10% reduction in customer complaints and a more efficient resolution of customer inquiries.

Hi-Impact Planet Nigeria (Solution Media and Info-Tech Ltd.)Nigeria
Electrical Engineer (Power Department)March 2016 – June 2018
• Improved power efficiency by 60% by redesigning the powerhouse control board arrangements for easy access and better shared power supply.
• Installed and serviced over 500 streetlights within 2 weeks with a team of 8 people, meeting project deadlines and maintaining quality standards.

SPNS ConsultingIkeja, Lagos, Nigeria
Project AnalystApril 2015 - February 2016
• Increased customer satisfaction by 15% through the implementation of quality assurance measures for Access Bank, First Bank and Quick Service Restaurants.
• Achieved a 94% client rating for the effectiveness of job profiling services provided as an HR Consultant for Barata Pharmaceuticals & ICMG Securities.

OTHER RELEVANT EXPERIENCE
• Mathematics and English Teacher | Esan International College, Nigeria | December 2014 –April 2015
• Assistant Presiding Officer | Independent National Electoral Commission| April 2015.
• Manager | Nikky ‘O’ Enterprises, Nigeria| January 2013- December 2014
• Sales & Marketing/Facility Pupil Engineer | Berger Paints Nigeria Plc. |June 2012 -December 2012
• Facility Pupil Engineer| Nexans Kabelmetal Plc Ikeja, Lagos State, Nigeria| 2010 – 2011

RESEARCH EXPERIENCE
Poltava University of Economics and Trade, Ukraine2020
Strategic Management as a tool for Modern development of the socio-economic system
•MBA Thesis

Ladoke Akintola University of Technology, Oyo State, Nigeria2013
The Design and Construction of an Intelligent User-Interactive Doorbell
• BSc Thesis
PUBLICATION
• Oredugba, T.O. (2019) “Ethics and Its Effect on Businesses in Nigeria” http://hdl.handle.net/20.500.12424/3950631 XLII International Student Science Conference PUET, Ukraine

CERTIFICATES AND AFFILIATIONS
• Creative Entrepreneurship | Walks of Life (Have You Met Me?) |January 2020
• Creative Spark Higher Education Enterprise Program (British Council) |2020
• Management of Human Emotional Responses (Article)
• Introduction to Entrepreneurship Course | May 2020
• Introduction to Entrepreneurship | London Metropolitan University & the British Council | May 2020
• National Youth Service Corp (NYSC) Discharge Certificate | October 2015
• Graduate Member of Nigerian Societies of Engineer of Nigeria | 2013 – Present

WORKSHOPS/SEMINARS/TRAINING
• IMF Sensitization on Ukraine Economy PUET, Ukraine
• XLII International Student Science Conference PUET, Ukraine
• International Students Day PUET, Ukraine
• Customer Representative Training | City Staff Recruitment | 17th 2020 -28th August 2020
• Head of Management Training | City Staff |7th June 2021 – 18th June 2021