Abdullateef Okuboye bags Leadership Award in Operational Efficiency

Abdullateef Okuboye, strategic and results driven operations leader has been honoured with Leadership Award in Operational Efficiency and Business Process Reengineering at the Africa Digital Awards 2024.

The recognition celebrates and highlights his leadership role in reshaping core business operations in optimizing complex operational workflows and leading high performing global teams. Proven ability to drive significant improvements in efficiency and customer satisfaction. Adept at implementing Lean methodologies, managing cross-functional projects, and leveraging data analytics to inform strategic decisions that enhance organizational productivity and profitability. Committed to advancing national economic interests through innovative operational strategies and scalable solutions.

Tayo Adewusi, Editor-in-Chief of ICT Watch magazine and organiser’s Africa Digital Awards, said that Abdullateef Okuboye was honoured with the following considerations namely;

 Key Achievements and Career Highlights

• International Leadership: Directed global teams across Asia, Europe, and North America, improving delivery across multilingual channels for 300,000+ users.
• National Impact: Generated $450K+ in annual cost savings and cut customer complaints by 50%, elevating national service benchmarks.
• Awards & Distinctions: Winner of Kaggle AI/Python challenge; honored with ‘Unsung Hero’ award by Kaspersky Lab and multiple excellence awards from Singtel and Scicom.

Work Experience

Kaspersky Lab, Kuala Lumpur, Malaysia

Assistant Manager | 11/2019 – 08/2023

• Optimized operational budgets by 15% (approx. $300,000) through strategic forecasting and rigorous expense reporting, resulting in enhanced financial stability and resource allocation for key initiatives.
• Pioneered a comprehensive staff training and incentive program for 60 employees that increased team productivity by 20% and reduced turnover by 10%, fostering a high-performance culture and talent retention, setting a benchmark for industry best practices.

Kaspersky Lab, Cyberjaya, Malaysia

Team Supervisor and Consumer Analyst Team Lead | 09/2015 – 01/2019

• Instituted operational Standard Operating Procedures (SOPs) for managing internet product consumers across 3 major product lines, reducing customer complaints from 65% to 15% for over 300 thousand users, showcasing exceptional customer issue resolution and process optimization skills, setting a precedence for customer service excellence.
• Led a global team of 100 technical support specialists across 4 continents, improving team performance by 20% and enhancing service delivery across phone, chat, and email channels in multiple languages, demonstrating leadership with national and international reach.

American Express, Kuala Lumpur, Malaysia

Authorization Officer | 10/2014 – 09/2015

• Managed a high volume of customer care queries, resolving 50 issues daily with a 95% first-contact resolution rate, resulting in improved customer satisfaction and operational efficiency, benefiting national customer service standards.
• Identified and escalated 75 cases of potential fraudulent transactions, preventing an estimated $750,000 in financial losses, demonstrating keen analytical skills and risk mitigation capabilities, safeguarding national economic interests.

Sudong Sdn Bhd (Singapore Telecommunications, Singtel) | Kuala Lumpur, Malaysia

Team Manager | 02/2013 – 09/2014

• Directed team operations to deliver on key business standards, consistently achieving and exceeding KPIs for service delivery and customer satisfaction across all business areas.
• Functioned as the lead facilitator for operational improvement plans, analyzing data from monitoring systems to propose and implement actions that are aligned with brand and service standards.

Education

M.Sc., Business Analytics Specialization | Hult International Business School (08/2024)

M.Sc., Business Administration | UCSI University, Kuala Lumpur, Malaysia (08/2012)

B.Sc., Business Administration | University of Abuja (08/2008)

Skills and Certifications

Technical Skills: SQL (Intermediate Queries, Joining Data), Python (Intermediate, Supervised Learning), R, Tableau, Advanced Excel, Google Suites (Conditional Formatting)

Operations skills: Strategic Operations Management, Process Optimization, Performance & KPI Management, Customer Experience (CX) Management, Data-Driven Decision Support, Team Development & HR Strategy, Risk & Quality Assurance, Stakeholder & Executive Communication

Certifications

• Business Analytics with Excel: Elementary to Advanced (Johns Hopkins University, May 2024)
• Emotional Intelligence: Cultivating Immensely Human Interactions (University of Michigan, May 2024 & Oct 2023)
• Successful Presentation (University of Colorado Boulder, Jan 2024 & Oct 2023

“This is reward for excellence in your chosen career and a challenge to do more for the growth of the industry and impact on better customer experience”, he stated.

Mr. Abdullateef Okuboye has consistently demonstrated excellence in strategic operations management, process Optimization, performance & KPI management, customer experience (CX) management and Data-Driven Decision Support among others.

With over a decade of progressive experience in optimizing complex operational workflows and leading high performing global teams, he is skilful at implementing lean methodologies, managing cross-functional projects, and leveraging data analytics to inform strategic decisions that enhance organizational productivity and profitability. Committed to advancing national economic interests through innovative operational strategies and scalable solutions.

Among his key achievements are international Leadership; where he has directed global teams across Asia, Europe, and North America, improving delivery across multilingual channels for 300,000+ users.

Authored enterprise SOPs implemented across 3 product lines; led KPI frameworks adopted by regional departments.

At Kaspersky Lab, he generated comprehensive Operations performance reports, analyzing large customer service metrics, supply chain datasets and trends to provide actionable insights that informed strategic decisions and contributed to a 5% increase in departmental profitability, demonstrating a significant contribution to business growth.

He oversaw the quality of critical deliverables in software releases, service agreements, achieving a 98% on-time delivery rate and reducing defects by 15%, ensuring high standards of service and customer satisfaction, positively impacting national consumer trust.

Also, managed human resource objectives for a team of 75 employees, improving employee satisfaction by 15% and streamlining scheduling systems, contributing to a more efficient and engaged workforce, fostering a positive work environment.

The Africa Digital Awards serves as a platform to recognize and celebrate individuals and organizations driving digital transformation across various sectors on the continent.