Olusegun Afolabi

Senior Business Analyst @Ingrained Oil

Birmingham, GB

Conducting in-depth research and analysis of current business processes, workflows, data flows and engaging stakeholders to understand, specify and elicit requirements that guide organization on the appropriate ERP and CRM to implement, leading to reengineering of operations and improving efficiency, sales, and customer experience. Conducting process analysis, identifying inefficient processes for optimization, and mapping current processes and the envisioned processes with Microsoft Visio to identify existing gaps and inherent inefficiencies for optimization. Mapping existing and envisioned end-to-end customer journey across all touchpoints and channels. Assessing and leveraging on technology solutions to enhance operational capabilities to drive innovations. resulting in operational excellence. Reviewing customer’s emotional journey on each touchpoint vis-à-vis their expectations and analyzing customer’s pain points, gain points and moment of truth to design an improved desired customer journey and implement appropriate CRM.

Obafemi Awolowo University

Exexutive MBA

Aston Business School, Aston University, United Kingdom

MSc

University of Lagos

Bachelor of Science (BSc Hons)