Ronke Olubowale

Develop processes and policies to guide the operational standards and customer interactions Achieve 100% operational excellence through 0 downtimes due to service breakdown Develop quality assurance checklists for partner and vehicle onboarding Curate the driver training and onboarding guide and develop performance incentives Research and create routes based on the organizational growth plans Ensure the live monitoring of all trips Directed insurance negotiations, selected insurance brokers for passenger insurance cover Evaluate data pertaining to costs to plan budgets Drive growth through projections per capacity increase across Shuttlers cities Design Shuttle plans to drive service excellence

Fostered relationships with customers to expand business and enhance customer satisfaction Evaluated and resolved conflicts as well as addressed internal and external business problems Explored new opportunities in water taxi chattering by securing 5 new business relationships Enhanced customer satisfaction ratings by resolving payment issues efficiently Oversaw development and launch of the OsaGo Ride Share

Managed and executed the launch of the MAX M2 EVs (Electric Vehicles) in Gbamu Gbamu, Ogun State Led the launch of MAX in Ado Ekiti Developed the driver onboarding and academy guide Generated reports detailing project information and predictions Negotiated contracts with vendors to achieve optimal performance within budget parameters Drafted action plans and led meetings with department executives to review project status and proposed changes Increased process improvement initiatives and troubleshot problems for corrective action to boost functionality and workflow Managed driver welfare by developing performance incentives and welfare packages such as health and accident insurances and scholarship programs Asset procurement and vendor management Worked with the senior management staff to create project scopes and implement road maps Supervised project schedules to meet key milestones at every phase

Proactively identified and solved complex problems that impacted operations management and business direction Minimized discrepancies by training over 20 employees on best practices, policies and procedures Executed on-time project management of complex issues for senior leadership Updated quality control standard methods and procedures to meet customer SLA and compliance requirements Liaised with the Product and Tech teams on defining product features and managing tradeoffs involving features, schedule, and life cycle Assisted with proactive client outreach initiatives through surveys and documented client correspondence in Freshdesk CRM system Developed the processes and policies for driver onboarding and driver academy Developed the MAX Champion rule book which addresses infractions by drivers

Implemented company processes to effectively resolve customer service issues Maintained notes in CRM system of customer interactions for future reference Received inbound calls from customers, providing information regarding services or products, taking new orders and cancelling accounts Managed quality communication, customer support and product representation for each client Cultivated customer loyalty through exceptional service, promoting repeat custom and improved sales Escalated issues to appropriate units when standard processes were not effective Trained new customer service agents on service techniques and provided scoring through quality assurance program Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers Resolved customer service issues using company processes and policies and provided updates to customers Developed highly empathetic client relationships and earned reputation for exceeding service standard goals Developed the shift system of the call center, where customers no longer felt helpless when they had issues after the regular business hours Resolution of issues and disputes involving Customers' deliveries or/and trips Developed Standard level Agreements for the resolution of escalated issues

Liaised with the Customer Service and Operations Managers to organize and perform quality standard training for new and existing staff Handled inflow and outflow of communications between the business and customers via telephone and email Designed tracker for operating tools in 27 Academies Prepared weekly reports on operational spends in 27 academies Trained appropriate staff members on the use of the Customer Relationship Management (CRM) tool used in the organization for the tracking and resolution of reported and escalated issues Successfully detected fraudulent practices in some academies

Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly Promoted available products and services to customers during service, account management and order calls Answered inquires by providing information and clarifying the needed information Completing transactions and/or forwarding to available salespersons Resolve problems relating to customer complaints Completed customer requests received via emails, and telephone calls, offering prompt solutions to maintain customer satisfaction Inspected inbound and outbound products for compliance with established industry standards, company policies and procedures Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes Directed incoming calls to internal personnel and departments, routing to best-qualified entity to respond to callers' needs Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions Completing transactions and/or forwarding to available salespersons Resolve problems relating to customer complaints Completed customer requests received via emails, and telephone calls, offering prompt solutions to maintain customer satisfaction