Summary
Overview
Work History
Education
Skills
Timeline
Generic

Folashade Ekunola

Markham,Ontario

Summary

Personable and dedicated Customer Service Representative with extensive experience in the financial industry. Solid team player with an upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic, and results-oriented, passionate about building relationships, cultivating partnerships, and growing businesses.

Overview

12
12
years of professional experience

Work History

Customer Service Representative

Ecobank International
Lagos, Nigeria
03.2018 - 01.2024
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Advised customers on a full range of banking products and services, including consumer loans, investments, and credit cards, resulting in an 80% increase in customer loyalty and retention within 1 year.
  • Addressed customer inquiries regarding new products/services, balance inquiries, status checks, and references, collaborating with cross-functional teams to deliver prompt responses and meet customer needs.
  • Conducted outbound calls to existing and potential customers to promote products and services and to convey messages on recent developments of the organization.
  • Leveraged technical expertise in smartphone functionalities to empower customers in transitioning to digital and self service platforms for enhanced efficiency and convenience.
  • Implement risk management strategies by consistently following regulatory frameworks, policies, and departmental procedures to safeguard client and shareholder assets during transaction processing.

Customer Service Officer

Ecobank International
Lagos
01.2013 - 03.2018
  • Answered phone with a positive attitude and asked questions to better understand customer needs.
  • Identified and pursued cross-selling opportunities to bring in a volume of new revenue of 5% per month.
  • ·Managed up to 50 client requests daily, resolving complaints with a 95% success rate, enhancing customer satisfaction and loyalty.
  • Advised customers on a full range of banking products and services, including consumer loans, investments, and credit cards, resulting in an 80% increase in customer loyalty and retention within 1 year.
  • Demonstrated proficiency in CRM software to monitor customers' inquiries and complaints and improve overall customer experience.
  • Executed financial transactions with precision, processing an average of 50 deposits, withdrawals, and bill payments daily, adhering to the bank's policies and regulatory guidelines.

Bank Teller

Ecobank International
Lagos
01.2012 - 01.2013
  • Cashed customer checks, verified identification, and checked account balances in accordance with bank policy.
  • Increased knowledge of banking products and services by actively participating in available training classes and workshops offered to employees.
  • Identified customer financial needs, goals, and objectives and offered appropriate financial products to suit needs.
  • Utilized customer service and problem-solving skills to resolve customer complaints quickly and efficiently.
  • Monitored and ensured compliance with the bank's policies and procedures for cash transaction processing, reducing errors by 15%.
  • Ensured a clean, operational workspace and proper keeping and filing of processed customer transactions.

Education

Post Graduate Certificate - Human Resources Management

Centennial College
Scarborough, ON
12-2024

Bachelor of Science - Microbiology

Obafemi Awolowo University
Ile-Ife Nigeria
01-2012

Skills

  • Ability to multitask effectively
  • Excellent attention to detail
  • Interpersonal skills
  • Strong communication skills
  • Complaint resolution
  • Product Knowledge
  • Customer Relations
  • Retail sales customer service
  • Team Development
  • Problem-solving abilities
  • Service Upselling
  • Computer Proficiency

Timeline

Customer Service Representative

Ecobank International
03.2018 - 01.2024

Customer Service Officer

Ecobank International
01.2013 - 03.2018

Bank Teller

Ecobank International
01.2012 - 01.2013

Post Graduate Certificate - Human Resources Management

Centennial College

Bachelor of Science - Microbiology

Obafemi Awolowo University
Folashade Ekunola