Temilola

Temilola Omolabake Oredugba
Address: Yednosti Street 4, Kriukivshchyna, Kyiv Oblast, Ukraine
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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