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
Fully adapted to multicultural environment
QMS Six Sigma Green Belt certifiedRelationship Management
Cross-Functional Teamwork
Customer Experience Management
Quality Control
Data analysis
KPI Monitoring
Project Management
Team Collaboration and Leadership
MS Access Certificate holder
Advanced level of knowledge of MS Windows and Office package
Coordinating multi-stakeholders team
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