Barbora Adewale
Bratislava,Slovakia
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy and enthusiasm.
Overview
13
13
years of professional experience
7
7
years of post-secondary education
3
3
Languages
Work History
EMEA CX (Customer Experience) Manager
Lenovo Slovakia
03.2023 - Current
- Responsible for data analysis based on customer feedbacks, evaluating strengths and opportunities, engaging relevant stakeholders internally and externally to deliver on improvement actions
- Ensuring KPI targets are met, finding opportunities to adjust processes in favour of customer satisfaction, factoring strategic, organisational and financial aspects
- Leading team of external CX Focals responsible for assigned markets within EMEA
- Leading several CX related projects such as Mystery Shopping, OOW process implementation and Optimizing customer communication, ensuring cross-functional team’s coordination and timely implementation of the projects.
CEC Vendor manager
Lenovo Slovakia
01.2020 - 02.2023
- Vendor manager for consumer line of business handing two different vendors in three locations
- Focus on process and performance improvements
- Strong orientation on customer experience
- Managing several improvement initiatives and being part of several cross – team projects such as “Love-in” project focused on customer satisfaction; Tiered support pilot or Community Forum project
- Since October 2021 managing commercial vendor (IBM), driving KPI, SLA performance, process improvements and overall vendor operations with focus on customer experience improvement and CEC quality.
Service Manager – OPS & Project management
AT&T
06.2017 - 12.2019
- Combined role of service, project and OPS manager
- Conducting root cause analyses of service failures followed by implementing strategies to prevent the recurrence of problems by driving internal projects
- Collaborating with customers to discuss service needs and develop effective and practical solutions
Service Manager - Team Lead
AT&T
06.2011 - 05.2017
- Providing complex service support for wholesale customers
- Acting as a customer's advocate while collaborating with internal and external to ensure that the customer's request are resolved within agreed SLAs
- Responsibility for escalation processes, developing reports and leading monthly stewardship meetings with customers
- Promoted to Team Lead in August 2015: Rotation with managers as manager on duty, supervising team, being escalation point for issues not resolved by the team
- Additionally: Completed Future talent Development program 2014/2015
- Completed mentoring program with AEWN (AT&T EMEA Women Network).
Education
PhD -
Mendlova Zemědělská a lesnícka Univerzita v Brně
10.2005 - 05.2009
Ing - undefined
Slovenská poľnohospodárska univerzita v Nitre
10.2005 - 05.2009
Skills
Effective communication & presenting skills Senior/executive leadership exposure
Interpersonal Managerial Skills
- Strong organizational skills developed in my current and previous job position which required me to supervise internal and/or external teams
- Able to prioritize tasks very effectively, reliable with deadlines
- Emotional intelligence with emphasis on relationship-building and networking
- Proactive and open to new ideas; drive to deliver
- Quick learner
Additional Information
Volunteering with the Slovak Catholic Charity, I actively contributed to the ''Moms to Moms'' integration project. This initiative focused on supporting refugee mothers with children, offering assistance and creating a supportive community to facilitate their integration into Slovak society.
As a dedicated participant in the ''We Are One Family'' initiative, I volunteered in organizing events and cooking meals for refugee families from Syria who were housed in Gabcikovo (SK). This unofficial initiative aimed at fostering a sense of community and providing a warm and welcoming environment for refugee families in Slovakia.
Currently I am a member of BDC (Bratislava's center for volunteers) and I am actively volunteering in different areas (ad-hoc)
Timeline
EMEA CX (Customer Experience) Manager
Lenovo Slovakia
03.2023 - Current
CEC Vendor manager
Lenovo Slovakia
01.2020 - 02.2023
Service Manager – OPS & Project management
AT&T
06.2017 - 12.2019
Service Manager - Team Lead
AT&T
06.2011 - 05.2017
PhD -
Mendlova Zemědělská a lesnícka Univerzita v Brně
10.2005 - 05.2009
Ing - undefined
Slovenská poľnohospodárska univerzita v Nitre
10.2005 - 05.2009
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