Aderonke Abdul-Kareem
Abiola
Calgary,Alberta
Summary
Smart professional with talents in planning, budgeting, forecasting and business development . Versatile candidate with background in banking and finance. Consistently meet bank and customer service standards. Ready to tackle new challenges in position where talents will be valuable. Dedicated professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Well-qualified with over 20 years of experience in banking industry. Excellent reputation for resolving problems and improving customer satisfaction. Gifted in building and leading solid teams to handle high-volume operations and marketing with consistency, accuracy and full compliance with regulatory requirements.
Overview
17
17
years of professional experience
10
10
years of post-secondary education
10
10
Certifications
Work History
Client Support Representative
Olympia Trust Company
Calgary, AB
09.2022 - Current
- Handles over 30 calls per shift signing up new customers, retrieving customer data, presenting relevant product information, and cancelling services.
- Responds to all client inquiries and asks appropriate questions to facilitate resolution.
- Conducts case management activities and services with multidisciplinary team.
- Interacts with team members across departments to research and resolve customer issues.
- Provides excellent customer service by following up with clients and mailing out applications.
- Upholds the IAS division and Olympia’s reputation and values, while promoting our motto “With Us, It’s Personal” in all interactions with employees, clients and business associates.
• Answers all inbound calls through the call queue software program and returns all voicemails within customer service standards in a professional and friendly manner.
• Responds to all inbound email, group email and live chat inquiries within customer service standards while providing timely, accurate and complete information.
• Performs outbound calls and emails to clients within set timeframes to ensure all deficient information or documentation is received in a timely manner.
• Informs clients of the necessary documents required for various transaction types and explains form components to ensure they feel at ease with the process and all documentation is completed correctly.
• Explains all policies and procedures to clients while identifying when inquiry must be routed to specialty resources.
• Assists client with any technical issues experienced with our website.
• Recognizes urgent client concerns and escalates issues to Team Lead.
• Updates individual client accounts with appropriate notes following each conversation or email correspondence.
• Provides legendary and personalized client experience.
• Remains up to date on all Olympia products, services, legislative requirements.
• Ensures the efficiency of business processes, policies and procedures, to deliver on
• client commitments with speed and quality.
• Actively participates in projects and team meetings.
• Organizes and assists with the training of any new team members.
• Recognizes opportunities and further educates clients.
• Owns the execution of day to day operational activities to maintain effective and efficient customer services.
• Flexible to perform various assigned tasks as requested by team and management
Head of Banking Operations
Zenith Bank Plc
Lagos, Nigeria
05.2008 - 07.2022
- Managed 60+ employees to achieve 40% income growth on month on month basis.
- Efficiently advised and booked money market instruments, fixed income investments, cash transactions, loans, and equity transactions to achieve better security and gains on customer’s assets.
- Consistently met sales target which led to monthly profit growth of 30%.
- Forecasted and effectively managed cash within branches in the zone to achieve 100% sufficiency level and cash availability when needed and in line with the bank’s policies and procedures.
- Safely managed movement of cash between branches and from branches to the head office and sales of cash to other banks to generate more income and reduce the risk of cash holding by being within insurance limit.
- Successfully supervised several units in the branch like the customer service, cash and teller, funds transfer, security, marketing, maintenance, logistics and cleaners.
- Ensured the cleanliness and tidiness of the branch and its premises.
- Put in place, cost controlling measures as the administrative officer for all items purchased in the branch.
- Reconciliation of bank’s books including ATM GLs.
- Ensured compliance with bank's policies and customer’s mandate for account opening, account closure, withdrawals, deposits, treasury transactions and other bank transactions to eradicate sanctions.
- Trained staff and customers on new products and services based on emerging trends in the market and in line with regulatory requirements.
- Prepared annual budgets with controls which prevented overages and shortages.
- Identified opportunities to improve business process flows and productivity which resulted in 50% reduced error rate and increased income.
- Forecasted trends and recommended improvements based on financial risk analyses which saved more manpower hours.
- Completed filings and upheld strict compliance with regulatory agencies and supervisors which earned us most organized and compliant branch during spot checks.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent and skill set.
- Kept up-to-date and accurate funding accounts for internal departments, key programs and special projects.
- Identified improvement changes regarding key processes for internal controls and accounting procedures.
- Validated existing accounting management and reporting systems to assess quality and conformance, identify problems and implement corrective actions.
- Checked payroll, vendor payments, commissions and other accounting disbursements for accuracy and compliance.
- Performed spending analysis and partnerships to refine policies and develop recommendations for improvement.
- Established and checked coding procedures, monitored reports and updated internal files.
- Developed strategic plans for day-to-day financial operations and other additional job duties.
- Prepared cash flow projections, cost analysis and monthly, quarterly and annual reports.
- Performed banking, business administration and financial tasks to guarantee five-star service for customers.
- Prepared and improved internal and regulatory financial reports, balance sheets and income statements.
- Performed routine closings, maintained clean, accurate and accessible records and kept close eye on transaction updates throughout each quarter.
- Complied with established internal controls and policies.
- Forecasted trends and recommended improvements based on financial risk analyses.
Funds Transfer Officer
Zenith Bank Plc
Lagos, Nigeria
01.2006 - 05.2008
- Properly processed deposits, withdrawals and payments for average of 200 customers daily.
- Operated computers programmed with accounting software to record, store and analyze information.
- Prepared bank deposits by compiling data from cashiers, verifying and balancing receipts and sending payment to banks.
- Monitored transactions and customer behavior to identify signs of fraud.
- Maintained, organized and stocked teller window areas.
- Checked figures, postings and documents for correct entry, mathematical accuracy and proper codes.
- Trained new tellers in processes and procedures for financial institution, answering questions and providing guidance.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Worked with customers to understand needs and provide excellent service.
- Created plans and communicated deadlines to complete projects on time.
- Used coordination and planning skills to achieve results according to schedule.
- Led projects and analyzed data to identify opportunities for improvement.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
Education
Bachelor of Science - Mathematics/Statistics
University of Lagos
Nigeria 09.1996 - 12.2000
High School Diploma -
Nigerian Navy Secondary School,Ojo
Lagos,Nigeria 09.1989 - 09.1995
Skills
Cost control and reduction
undefinedCertification
Investment Funds in Canada by CSI
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Even if you are on the right track, you’ll get run over if you just sit there.
Will Rodgers
Timeline
Investment Funds in Canada by CSI
12-2022
First Aid Certification by Canadian Red Cross
11-2022
Client Support Representative
Olympia Trust Company
09.2022 - Current
Fraud, Policy & AML/CFT Awareness Seminar- June 18, 2022
06-2022
Fraud, Policy & AML/CFT Awareness Seminar , March 05, 2022
03-2022
Basic Emergency And First Aid Response Training ,TLC Health Management Services, January 28, 2022
01-2022
Occupational Health & Safety Training -ITF, November 06, 2021
11-2021
Motivating for Sustained Impact, Terchi Development Services,10th to 11th May 2019
12-2019
Operational Risk,Sustainability,Environmental & Social Risk Management,H.Pierson,30th May to 2nd June 2018
06-2018
Effective Branch Operations Management,FITC,2nd to 4th February,2017
02-2017
The Business Communication, Writing and Presentation Course, Greenfield Consult,7th to 10th October 2015
10-2015
Head of Banking Operations
Zenith Bank Plc
05.2008 - 07.2022
Funds Transfer Officer
Zenith Bank Plc
01.2006 - 05.2008
Bachelor of Science - Mathematics/Statistics
University of Lagos
09.1996 - 12.2000
High School Diploma -
Nigerian Navy Secondary School,Ojo
09.1989 - 09.1995
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