Henry Adekule Cole

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Contact Center, Digital Loyalty & Retention Lead

ORANGE SL

Jun 2024 - Current (2 years 1 month)

1. Gather and analyze data from various social media platforms to assess audience engagement, track key metrics (likes, shares, comments, reach), and monitor overall performance. 2. Analyze competitor social media strategies, identifying strengths and weaknesses to refine the organization's social media efforts. 3. Monitor and analyze customer sentiment through social listening tools, providing insights into how people feel about the brand or product. 4. Keep an eye on social media conversations and user interactions, providing insights on user feedback, questions, and potential issues.

Account Executive

Polo Staffing

Oct 2023 - Current (2 years 9 months)

1. Research potential customers and identify opportunities for sales by cold-calling individuals or businesses who have shown no prior interest in the product or service. 2. Make outbound calls to prospective clients, introducing them to the company’s products or services, and pitching solutions to their needs. 3. Schedule follow-up calls, product demonstrations, or meetings with qualified leads to further the sales process. 4. Handle rejection and objections by addressing the prospect’s concerns, providing additional information, and guiding them toward a potential sale.

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CEO

Icare Foundation Sierra Leone

Jan 2023 - Current (3 years 6 months)

Quality Assurance & Training Specialist

Easy Solar

Jun 2022 - Jun 2024 (2 years 1 month)

1. Identifying and assessing future and current training needs. 2. Conduct effective induction and orientation sessions. 3. Provide opportunities for ongoing development 4. Uses quality monitoring data management system to compile and track performance at team and individual levels.

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Training Consultant

POSTERITY THINKERS

Oct 2021 - Current (4 years 9 months)

1. Identifying individual and organizational obstacles to learning and facilitating interventions. 2. Deploying feedback tools to assess the effectiveness of the curriculum. 3. Collaborating with internal departments to develop training materials that achieve defined learning outcomes. 4. Revising, modifying, and updating training materials.

Training and quality Support

Orange

Apr 2021 - Jun 2022 (1 year 3 months)

1. Designed and facilitated New Hire and recurrent training courses for Customer Care Agents 2. Maintain and develop internal quality standards. 3. Analyze all customer service metrics (e.g. CSAT, FRT, IQS) and how the team performance affects those KPIs. 4. Assess support interactions (calls, email, chat messages) based on established quality standards.

Digital and Self Care Support

Orange

Nov 2019 - Sep 2021 (1 year 11 months)

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Call Center Trainer

Groupe Waycall

Aug 2018 - Oct 2019 (1 year 3 months)

1. Developing call centers' education materials, such as digital presentations, how-to manuals, and instructional videos. 2. Preparing procedures and policies regarding sales techniques and appropriate agent conduct. 3. Creating and managing the training budget. 4. Ensuring employees keep up their productivity and maintain high levels of customer satisfaction.

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Prets Consulting

Alumac Training Group

Sep 2015 - Current (10 years 10 months)

1. Developing relevant content such as handbooks, presentations, and evaluation methods. 2. Plan and conduct on-site system installation and customer training for system administrators and end-users. 3. Support clients through the go-live process and a play key role in promoting solution adoption 4. Provide telephone customer application support. 5. Provide personalized travel advice and recommendations based on customer preferences and budget.

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Call Center Trainer

ISON BPO LTD

Aug 2014 - Jul 2018 (4 years)

A. New Hire Training Batches B. Refresher Training C. Training Need Identification/Analysis D. Reports – Training Trackers, Publish the coverage, Efficacy of the training E. Do transactions in production F. Conduct Pre shift briefings and ensure update dissemination G. Provide value adds to the client in the form of comparative studies, customer insights, VOC and Market Intelligence H. Co-ordinate all process improvement initiatives and Improvement Projects as and when required I. Calibration exercises on a regular basis to ensure consistency in measurement. J. Call Listening Sessions aimed at improving customer experience K. Conduct process Knowledge test at defined intervals L. Any other task assigned by Training Manager / AM

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Customer Service Representative

Spanco BPO

May 2013 - Jul 2014 (1 year 3 months)

A. Report to Customer Care Supervisor B. Providing Information and Assistance to Customers C. Educate Customers on Products and Services D. Development and maintain positive customer relationship according to Company values E. Communicate customers feedback to relevant parties responsible for the ongoing improvement of network service and coverage F. Make recommendations towards improving the quality of service provision G. Carry out any additional work-related task or responsibility requested by the customer care supervisor as and when required. H. Elicit and record information from customer according to set procedures

Henry Adekule Cole

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