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Ajadi Kayode

@ajadikayode

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Experienced Quality Assurance Analyst with a focus on process excellence.

Nigeria

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What I'm looking for

I seek a role that fosters growth, values quality, and encourages innovation.

I am a dedicated Quality Assurance Analyst with extensive experience in Microsoft 365 technology. My career has been marked by a commitment to process excellence and continuous improvement, demonstrated through my role at Tek-Experts, where I crafted process documents and conducted quality evaluations to support a growing number of Microsoft Business Customers. My analytical skills allow me to provide actionable insights that enhance customer experience and operational efficiency.

Throughout my career, I have engaged with management to ensure compliance with quality standards and have led initiatives to meet customer interaction guidelines. My ability to coach and train customer service agents has resulted in improved performance and customer satisfaction scores. I thrive in environments that challenge my problem-solving abilities and allow me to contribute to team success through collaboration and leadership.

Experience

Work history, roles, and key accomplishments

Current

Quality Assurance Analyst

Current

Tek-Experts

Sep 2022 - Present (2 years 9 months)

As a Quality Assurance Analyst, I conduct quality evaluations and analyze data to improve customer experience and operational excellence. I engage management for compliance with quality standards and provide coaching and training to customer service agents.

Quality Assurance Process Improvement Data Analysis Root Cause Analysis Customer Experience Coaching Training Business Analytics

Technical Customer Support

Tek-Experts

Jan 2021 - Sep 2022 (1 year 8 months)

Provided technical support for Windows and Office, assisting customers with software issues and system maintenance. Achieved high customer satisfaction ratings and collaborated with team members to meet service level agreements.

Technical Support Troubleshooting Customer Service Data Analysis Communication Problem Solving SLA Management Tech Support Team Collaboration

Client Services/Sales Support

AIICO Pension Managers Ltd

Oct 2018 - Jan 2019 (3 months)

Handled inbound and outbound calls, managed RSA PIN generation, and engaged customers using Microsoft Dynamic Navision. Focused on process improvement and data analysis.

Customer Service Data Analysis Microsoft Dynamics Sales Support Process Improvement Communication Reporting Outbound Calling Teamwork

Business Analyst

First City Monument Bank (FCMB)

Oct 2018 - Jan 2019 (3 months)

Worked in the Internal Control Department, managing electronic document management and archiving of account opening documents to ensure compliance and efficiency.

Business Analysis Document Management Compliance Internal Controls Communication Problem Solving Team Collaboration Reporting Process Improvement

English Language Teacher

Essence College

Oct 2015 - Oct 2018 (3 years)

Taught English Language and Phonetics at the Senior Secondary School level, prepared students for regional exams, and coordinated literary activities and counselling sessions.

Teaching English Language Counselling Communication Curriculum Development Public Speaking Team Coordination Educational Leadership

Education

Degrees, certifications, and relevant coursework

Essence College

N/A, Education

2015 - 2018

Activities and societies: Coordinated school Literary & Debating Club and facilitated study excursions.

Worked as an English Language Teacher and School Guidance Counsellor, teaching phonetics and preparing students for regional exams while coordinating extracurricular activities.

Ekiti State University

Bachelor of Education, Guidance and Counselling

2009 - 2014

Grade: Second Class Upper Division

Studied Guidance and Counselling, focusing on educational psychology, counseling techniques, and student support services. Achieved a Second Class Upper Division.