Joseph Odiakaoseh Odibei

Developed daily/Weekly/Monthly reports for
the 12 brands in my department.
• Produced MBR reports and slides for each
brand.
• Developed insight that showed customer
buying trend by brand and intervals.
• Developed reports that gave insight to what is
selling according to location.
• Resolved pricing issues and helped to
change prices depending on location and
approval.
• Created template to help Regional Managers
in their daily activities.
• Produced periodic reporting templates.
• Anchored daily meeting to discuss issues and
proffer solutions.
• Create stock reports by location for each
brand.

Generated Real-Time Call Pattern report tracking SLA, Abandonment and repeated call rates and improved it from 76% to 89%.
Created Key Performance Indicator for Team lead and over 13 Agents.
Initiated a standard Schedule, Paid Leave and Sick Leave tracker report, while reducing unplanned shrinkages by 90%.
Developed multiple Excel reports to illustrate best placements for needed resources.
Produced over 10 daily/weekly/monthly report with advanced excel functions.
Worked with IT and Ops to create a simplified CRM and using various software to glean insight into trends and prospects.
Extracted and interpreted complex data pattern to translate findings into actionable outcomes.
Use data visualization tools to effectively communicate business insight of over 5000+ customers.
Participate in meetings to understand business needs.
Generate and develop 4 excel dashboard to track business performance.
Analyze data and recommend corrective actions to identify root cause of problem.
Attrition Rate and downtime analysis report
Improved the team KPI to average 0f 96%.
Used data to reduced repeated call rate from avg 21% to 9%.
Increased Utilization from 45% to 75% for the call center.

Ensuring 100% compliance to reporting standards as required by the management for Capacity/manpower preparation.
Generate standard and custom daily reports to provide insight into business performance for over 8 different businesses in loan recovery, Telecommunications, Entertainment and Hospitality sectors.
Performance management rating for 2 Assistant Managers, 12 Team Lead and over 180 Agents.
Creating strategies in the recovery of loans while increasing recovery by 31%.
Production of real-time and historical reports to monitor various criteria and determine service level achievement.
Help forecast headcount requirements for over 3 projects.

Based on qualitative and quantitative research, provided regular, weekly, and monthly reports for 200 agents.
Used team-building activities to strengthen and enhanced team KPI and kept it above 96%.
Trained and supervised more than 100 compliance officers, ensuring that day-to-day organizational problems were resolved, preventive steps were put in place to avoid a recurrence.
Daily second level audit of over 300 cases treated by agents to ensure they comply with NCC guidelines.
Tracking fraudulent cases and escalating them.