Elijah Kilanko
Houston,Texas
Summary
Experienced Customer Experience Manager with a strong background in logistics and safety management. Proven track record in developing and implementing customer experience strategies, leading teams, and enhancing customer relationships. Highly conscientious and composed, ensuring consistent and rational decision-making. Adept at using CRM software to manage customer data and build lasting relationships.
Thorough Senior Consultant professional with competency in developing project and implementation plans. Gifted with strong analytical and project management skills. Successful in meeting new challenges and finding effective solutions.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Shipping Management
Halle International Consult
01.2005
- Coordinated shipping schedules and managed logistics operations
- Ensured compliance with international shipping regulations
- Maintained accurate records of shipments and inventory
- Liaised with shipping companies to optimize routes and reduce costs
- Trained new staff on shipping procedures and regulations
Supplier Relationship Manager
Thompson Consulting Services
05.2024 - Current
- Established and maintained relationships with suppliers through consistent and rational decision-making, leading to a 20% improvement in supplier performance metrics
Security Officer
United Protective Services
09.2024 - 11.2024
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Acted quickly during emergency situations to reduce opportunity for damage and injury.
- Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
- Provided excellent customer service while addressing visitor inquiries or concerns related to facility safety or access control procedures.
- Prevented unauthorized access to facilities by enforcing strict entry protocols and verifying identification.
- Maintained a safe environment for employees and visitors through continuous risk assessment and threat analysis.
- Checked and verified photo identification prior to granting facility access.
- Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
- Reported suspicious activities and persons to law enforcement.
- Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
- Monitored and authorized entrance and departure of vehicles, cargo trucks, and visitors.
- Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
- Improved overall security by conducting regular patrols and monitoring surveillance systems.
- Enhanced security measures by staying up-to-date on industry best practices, attending training sessions, and obtaining relevant certifications.
- Conducted thorough investigations into security incidents, documenting findings, and recommending appropriate actions.
- Created a culture of safety awareness among employees through regular presentations and communication on security issues.
- Ensured proper functioning of security equipment by performing routine inspections, maintenance, and coordinating repairs as needed.
Customer Experience Manager
KBNC Limited
06.2008 - 11.2022
- Led a team of customer service representatives, providing coaching and training
- Conducted customer feedback analysis, identifying areas of improvement
- Monitored customer service metrics to ensure high performance
- Collaborated with other departments to enhance overall customer experience
Field Service Technician
Dish Wireless
02.2022 - 08.2022
- Responded quickly to emergency maintenance requests for timely on-call support.
- Maintained a high level of professionalism in all interactions with clients, consistently receiving positive feedback for exceptional service.
- Installed new equipment and explained operation and routine maintenance protocols to customers.
- Reviewed technical documentation to complete equipment maintenance and repair.
- Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality.
Field Integration Engineer
AT&T and T-Mobile for Ericsson
12.2018 - 08.2019
- Optimized system performance by troubleshooting and resolving complex technical issues related to integration, infrastructure, and software components.
- Collaborated with cross-functional teams to identify requirements, design solutions, and deliver integrated systems that met business needs.
- Enhanced data accuracy through the development of automated processes to validate and synchronize information between systems.
- Facilitated knowledge transfer among team members by creating comprehensive documentation on integration processes and best practices.
- Leveraged third-party applications and middleware to develop integrations.
- Streamlined communication between disparate systems using API development, allowing for more efficient data sharing across platforms.
- Conducted regular post-implementation reviews to evaluate the success of integration projects and identify areas for improvement.
- Achieved successful project completion by consistently meeting deadlines and adhering to budget constraints while maintaining high-quality work standards.
- Maximized value of existing software investments through careful evaluation of potential integration opportunities with new technologies or services.
- Managed vendor relationships effectively during implementation projects to ensure timely delivery of resources and support when needed.
- Promoted a culture of continuous improvement within the team by regularly reviewing processes, tools, and methodologies used in developing integrations.
Logistics Process Streamlining Manager
Halle International Consult
09.2010 - 04.2016
- Coordinated with various departments to streamline logistics processes, ensuring timely delivery and compliance, which improved operational efficiency by 25%
Field Technician
Quest Telecoms Services Nigeria LTD/Alcatel Lucent
10.2011 - 07.2015
- Communicated with supervisor to report progress, discuss issues and seek guidance.
- Kept detailed records of field measurements and data.
- Prioritized and managed multiple tasks and projects to meet deadlines and enhance customer satisfaction.
- Minimized potential hazards through adherence to safety guidelines during all field assignments.
- Collaborated with other field technicians to resolve complex technical issues.
- Supported team members in addressing challenging technical issues, sharing expertise and knowledge when needed.
- Exceeded client expectations with excellent communication skills, keeping them informed throughout the entire resolution process.
- Ensured optimal performance of critical systems through routine inspections, adjustments, and repairs as needed.
- Increased overall efficiency with thorough documentation of completed tasks, diagnostic results, and recommendations for improvements.
- Ensured compliance with safety standards during installation and maintenance tasks, minimizing workplace accidents.
Field Technician
Emco Qatar for Qatar Foundation Project
04.2011 - 08.2014
- Communicated with supervisor to report progress, discuss issues and seek guidance.
- Kept detailed records of field measurements and data.
- Prioritized and managed multiple tasks and projects to meet deadlines and enhance customer satisfaction.
- Minimized potential hazards through adherence to safety guidelines during all field assignments.
- Identified potential problems and prevented equipment failure through performing regular equipment inspections.
- Collaborated with other field technicians to resolve complex technical issues.
- Assisted in training new hires on company protocol, increasing overall productivity within the department.
- Collaborated with team members to complete complex installations, ensuring seamless integration with existing infrastructure.
- Maintained strong focus on safety and efficiency to provide comprehensive support to personnel performing skilled repairs.
Logistic Supply Chain Specialist
Cefas International Consult
04.2005 - 04.2010
- Created and issued purchase orders and approved vendor payments
- Maintained up-to-date computer tracking and inventory of all equipment
- Generated, distributed, and maintained reports and files of equipment utilization
- Coordinated with vendors to ensure timely delivery of supplies
- Assisted in the development of logistics strategies to improve efficiency
Shipping & Logistic Manager
Port and Cargo
01.2008 - 01.2010
- Implemented a tracking system for all shipments
- Developed and maintained strong relationships with suppliers and customs officials
- Managed day-to-day logistics operations, ensuring timely delivery and compliance with regulations
- Enhanced team performance through consistent training and development
Education
Maritime Academy -
Maritime Academy
01.2008
Federal Polytechnic -
Federal Polytechnic
01.2005
Skills
- International Shipping Regulations Compliance
- Customer Relationship Management
- Customer Relationship Management (CRM) Software
- Customer Data Management
- Customer Relationship Building
- Shipping management
- High-volume shipping management
- Organization and time management
- Content and digital asset management
- Project management processes
- Client relations management
- Risk management processes and analysis
Certification
- Certified SAP MM (Procurement and Inventory Management), 01/01/05
- OSHA General Industry Safety and Health, 01/01/05
- Construction Safety Certificate, 01/01/23
- Construction Safety and Health Professional, 01/01/23
- Healthcare Administration Safety, 01/01/23
- Oil & Gas Safety Professional, 01/01/23
- Shipping Management, 01/01/08
Accomplishments
- Customer Experience Strategy Implementation, At KBNC Limited, developed and implemented customer experience strategies, leveraging CRM software to enhance customer relationships, resulting in a 15% increase in customer satisfaction scores.
- Supplier Relationship Management, At Thompson Consulting Services, established and maintained relationships with suppliers through consistent and rational decision-making, leading to a 20% improvement in supplier performance metrics.
- Logistics Process Streamlining, At Halle International Consult, coordinated with various departments to streamline logistics processes, ensuring timely delivery and compliance, which improved operational efficiency by 25%.
Timeline
Security Officer
United Protective Services
09.2024 - 11.2024
Supplier Relationship Manager
Thompson Consulting Services
05.2024 - Current
Field Service Technician
Dish Wireless
02.2022 - 08.2022
Field Integration Engineer
AT&T and T-Mobile for Ericsson
12.2018 - 08.2019
Field Technician
Quest Telecoms Services Nigeria LTD/Alcatel Lucent
10.2011 - 07.2015
Field Technician
Emco Qatar for Qatar Foundation Project
04.2011 - 08.2014
Logistics Process Streamlining Manager
Halle International Consult
09.2010 - 04.2016
Customer Experience Manager
KBNC Limited
06.2008 - 11.2022
Shipping & Logistic Manager
Port and Cargo
01.2008 - 01.2010
Logistic Supply Chain Specialist
Cefas International Consult
04.2005 - 04.2010
Shipping Management
Halle International Consult
01.2005
Federal Polytechnic -
Federal Polytechnic
Maritime Academy -
Maritime Academy
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