Ayodeji Osinulu

Business Analyst @Sse Energy Solutions

I was brought on as a key change agent to support the business-critical migration to a new CRM system, focusing on driving user adoption and optimising service processes for over 150 team members. Drove the change and user adoption strategy using the ADKAR model, delivering targeted communications and readiness assessments for 150+ users transitioning to the new Evolve CRM system. Designed and implemented a \'train-the-trainer\' program that empowered super-users, directly resulting in a 25% reduction in triage and IT support issues. Applied Lean methodologies and customer feedback insights to re-engineer service workflows, achieving a 30% decrease in customer escalations and a 15% uplift in first-contact digital resolution. Created and tracked new KPIs and Critical Success Factors (CSFs) to measure user adoption and servicequality, validating a 20% increase in user satisfaction across billing and complaints resolution. Facilitated over 10 cross-departmental workshops to map & as-is & to-be & processes, ensuring strategic alignment between people, processes, and technology to meet overarching business goals.Top 10 Skills: Change Management · Stakeholder Management · Business Process Improvement · User Adoption · Process Mapping (BPMN) · KPI Dashboards · Customer Experience Management · Lean Methodologies · Agile Methodologies · Communications Strategy.