Looking for a job

bode nass

@bodenass

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I optimize workforce operations, real-time performance, and customer service outcomes.

Nigeria

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What I'm looking for

I'm looking for a workforce management or real-time operations role where I can use forecasting, scheduling, performance analysis, and reporting to improve service levels, team productivity, and customer outcomes.

I've led workforce management and MIS operations at Ison Xperiences across MTN N, Sunking, M-kopa, Temu, and Mr Wins Lotto bet processes, aligning staffing, schedules, and service delivery with business needs.

I use forecasting, real-time monitoring, KPI analysis, payroll reporting, and workforce data visualization to improve operational decisions. I developed MIS reports that increased decision-making efficiency by 25%.

As a Real-Time Monitoring Analyst at Ison Xperiences, I monitored live queues, staffing, adherence, outages, and intraday performance. I helped implement an advanced monitoring system that improved response times by 25%.

I previously led call center teams, reduced average handle time by 15%, improved customer satisfaction by 20%, and built my customer service foundation by resolving customer issues and using support data to improve processes.

Experience

Work history, roles, and key accomplishments

Current

Workforce Management / MIS

Current

Ison Xperiences

Jan 2024 - Present (2 years 8 months)

Optimized workforce planning, scheduling, and operational efficiency. Developed comprehensive MIS reports that increased decision-making efficiency by 25%.

Workforce Management Forecasting Scheduling Real Time Management Performance Analysis Reporting Data Visualization Collaboration Technology Optimization

Real-Time Monitoring Analyst (MIS/RTM)

Ison Xperiences

Aug 2019 - Dec 2023 (4 years 4 months)

Monitored live queues and agent activities to ensure SLA adherence. Spearheaded implementation of an advanced real-time monitoring system that improved response times by 25%.

Real time Monitoring Intraday Management Incident Management Agent Adherence Tracking Reporting Analysis Stakeholder Coordination

Call Center Team Lead (Operation)

Ison Xperiences

Dec 2017 - Sep 2019 (1 year 9 months)

Led and coached a team of call center agents to achieve performance targets. Spearheaded initiatives that reduced average handle time by 15% and enhanced customer satisfaction scores by 20%.

Team Supervision Performance Management Training Quality Assurance Workforce Coordination problem resolution Reporting Collaboration

Customer Care Executive

Ison Xperiences

Nov 2015 - Dec 2017 (2 years 1 month)

Handled customer queries and complaints across multiple channels. Analyzed customer support data to boost customer satisfaction scores by 15% and reduce average query resolution time by 20%.

Customer Support problem resolution Feedback Collection Trend Analysis Reporting Process Adherence Team Support

Television Anchor Profile (OAP)

Ebonyi Broadcasting Corporation

Jan 2014 - Dec 2014 (11 months)

Anchored the Sunrise program, delivering news and features. Spearheaded a weekly audience interaction segment, enhancing viewer engagement by 30% and increasing program ratings.

Program Hosting Content Preparation live broadcasting Interviewing Audience Engagement Teamwork Brand Representation

IT Intern – Marketing Sales

Lagos Television (LTV)

Feb 2011 - Nov 2011 (9 months)

Provided IT support to the marketing team and managed data for targeted marketing efforts. Analyzed CRM data to enhance sales lead targeting, resulting in a 15% increase in lead conversion rates.

Technical Support Data Management Content Development Market Research System Maintenance Collaboration Reporting