Nikky Adejumola

Project: Omni channel Customer Engagement Solution

Scope: Centralize customer interactions across multiple channels into one platform.

Team Size: 19

• Achievement: Managed defect tracking and resolution, resulting in 15% reduction in post- Quality release issues.
• Co-led Agile project supporting Product Manager, UX designer, Scrum Masters and Engineers
• Conducted virtual user testing and survey, which helped tweak the app for better user experience
• Maintained a detailed documentation repository (BRDs, Use Cases, Process Flows) using Visio and SharePoint, ensuring project transparency and traceability
• Reduced average response time by 30%, boosting operational efficiency
• Collaborated in system design, ensuring alignment with customer engagement goals; oversaw successful implementation
• Served as the primary liaison for stakeholders and external vendors, managing communications and feedback
• Achieved a 25% increase in customer satisfaction scores post-launch.

Impact: Enhanced customer satisfaction and engagement

Project: Real-Time Shipment Tracking Interface Project

Scope: Development of a real-time shipment tracking system with user-friendly web and mobile interfaces, integrating with existing systems for seamless data transmission.

Team Size: 15

• Achievement: Collaborated with cross-functional teams to integrate advanced tracking technologies, enhancing the efficiency of logistics operations.
• Achieved 10% reduction in customer service inquiries regarding shipment statuses
• Implemented analytics tools within the tracking system to monitor usage patterns and identify opportunities for further enhancements
• Crafted a user-friendly interface for both web and mobile applications, ensuring customers can easily track their shipments with real-time accuracy
• Streamlined the delivery process, resulting in a 5% decrease in overall delivery times
• Led requirements elicitation sessions with stakeholders to accurately capture system needs, ensuring alignment with business objectives.

Impact: Enhanced transparency and communication between logistics providers and customers and improved customer satisfaction and operational efficiency.

Project: Integrated Telehealth Application

Scope: Creation of an Integrated Telehealth Application which focus on user-friendly design for and healthcare providers.

Team Size: 12

• Achievement: Maintained defect rate of less than 2% during post-launch, exemplifying high-quality development standards
• Led comprehensive testing efforts to ensure application reliability and performance, addressing technical issues promptly
• Orchestrated requirement gathering sessions with healthcare professionals, aligning application functionalities with clinical and patient needs
• Designed patient-centric interface supporting real-time video consultations and secure messaging, boosting patient engagement
• Enhanced patient engagement through user-friendly app features, increasing user adoption by 40%
• Ensured strict adherence to HIPAA and other regulatory standards, maintaining high levels of data protection and patient privacy
• Collaborated closely with IT teams on system integration, enabling seamless connectivity with existing healthcare infrastructures.

Impact: Greater access to healthcare services remotely and streamlined delivery of healthcare services.