Open to opportunities

Awolade Idowu

@awoladeidowu

Message

I drive customer experience and operations through KPI reporting, analytics, and process improvement.

Nigeria

Message

What I'm looking for

I’m looking for a role where I can combine operations ownership with customer experience—using KPI dashboards, SQL/Power BI, and Excel to spot issues early, improve processes, and help stakeholders prioritize actions to deliver reliable service.

I’m a Customer Experience and Operations professional with over 9 years of experience across banking, sales operations, and business analytics. I coordinate day-to-day sales and operational activities, monitor performance, and respond quickly to customer and operational issues—escalating complex matters to management when needed.

I strengthen decision-making with Power BI dashboards, KPI reporting, and data-driven insights. In my roles, I’ve collected and analyzed operational data (Excel, SQL, Power BI), identified trends and performance gaps, and supported process improvements that enhanced operational efficiency and customer satisfaction.

Experience

Work history, roles, and key accomplishments

Current

Sales Manager (Ops & Customer Service)

Current

Melafi International

Mar 2023 - Present (3 years 5 months)

Coordinated daily sales and operational activities to support smooth service delivery and business objectives. Monitored operational performance, handled customer/operational issues with escalation as needed, and drove process improvements to enhance efficiency and customer satisfaction.

Sales Operations Monitoring Operations KPI Reporting Customer Service Customer Escalation Complaint Resolution Process Improvement Stakeholder Communication

Current

Sales Manager - Operations

Current

Melafi International

Mar 2023 - Present (3 years 5 months)

Coordinated daily sales and operational activities to support service delivery and business objectives. Monitored performance using sales reports, coached team members, and worked with management to improve processes and resolve customer concerns.

Sales Management Operations Coordination Customer Service Team Coaching Continuous Development KPI Sales Reporting Issue escalation Process Improvement Operational Performance Monitoring

Data Analyst

High Impact Careers

Jan 2023 - Mar 2023 (2 months)

Monitored business performance using Power BI dashboards and KPI reporting to support operational decision-making. Collected, cleaned, and analyzed operational data with Excel and SQL, and presented actionable insights to technical and non-technical stakeholders.

Power BI KPI Reporting Excel SQL Data Cleaning Operational Data Analysis Trend Analysis Operational Risk Identification Reporting Stakeholder Presentation Data Analysis Operational Reporting

Customer Service/Fund Transfer Officer

United Bank of Africa

Jul 2013 - Jan 2020 (6 years 6 months)

Served as a first point of contact for customer requests, managing enquiries and transaction exceptions while following banking procedures. Processed financial transactions, maintained operational records, and collaborated with internal teams to improve customer experience and operational efficiency.

Customer Service Fund Transfer Support Transaction Processing Customer Enquiries Management Compliance (Banking Procedures)Issue escalation Operational Record Keeping Reporting Process Improvement Cross Functional Collaboration

Customer Service Officer / Fund Transfer Officer

United Bank of Africa

Jul 2013 - Jan 2020 (6 years 6 months)

Served as the first point of contact for customer requests, managing enquiries and transaction exceptions with compliance to banking procedures. Coordinated with internal departments to resolve operational issues, processed transactions accurately, maintained operational records, and supported continuous process improvement.

Customer Service Compliance Escalation Management Operational Reporting Process Improvement Root Cause Analysis