Olaoluwa Ayininuola
Windsor
Summary
Designed and helped in establishment of Customer complaints desks at all commercial banks in Nigeria and also contributed to the establishment of a Consumer Protection Department in Central Bank of Nigeria as a result of various complaints by members of the public of spurious charges by the commercial banks
Overview
22
22
years of professional experience
Work History
Customer Experience Associate
TD Bank
- Processing Financial transactions
- Providing execellent customer experience
- Asked customers questions to determine, verify and solve common problems
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution
- Maintained extensive knowledge of company products to recommend items aligned with customer needs
Associate
Supereme Services
03.2023 - 09.2023
- Quotation for jobs
- Helping in waterproofing of Basements
- Helping in renovation of Bathrooms, kitchens
- Administrative schedule
- Other assigned jobs
- Worked varied hours to meet seasonal and business needs
- Greeted customers and offered assistance for increased customer satisfaction
- Managed customer relations through communication and helpful interactions
- Utilized customer feedback to improve product offerings
Principal Manager of Customer Service
Central Bank of Nigeria
06.2018 - 11.2022
- Designed and helped in the establishment of customer complaints desk in commercial banks in Nigeria
- Assisted customers with routine account-related requests; research and resolved account service inquiries/issues; and responded to client inquiries promptly, effectively, and professionally
- Accurately opened and closed accounts in accordance to operating controls including legal, corporate, and regulatory procedures to ensure the safety and security of customer assets
- Created effective customer service procedures, policies, and standards
- Maintained accurate records and documented all customer service activities and discussions
- Investigated and solved customers' problems, which may be complex or long standing, that have been passed on by customer service assistants
Senior Manager, Administration Office
Central Bank of Nigeria
06.2008 - 05.2018
- Conferred with management and conducted surveys to identify training needs based on projected production processes, changes, and other factors
- Provided employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes
- Trained or instructed employees in job duties or company policies or arranged for training to be provided
- Prepared and issued work schedules, deadlines, and duty assignments for office or administrative staff
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches
Assistant Manager
Central Bank of Nigeria
04.2004 - 05.2008
- Supervised clearing activities, posting Bank Net Positions to their accounts, receiving, and verifying bank cheques before payments are made, reconciled various internal accounts, and made monthly returns to CBN, Abuja
- Evaluated financial reporting systems, accounting or collection procedures, or investment activities and made recommendations for changes to procedures, operating systems, budgets, or other financial control functions
Banking Officer
United Bank for Africa
11.2001 - 03.2004
- Managed the implementation of a $1.3m micro credit facility for onward lending to small scale entrepreneurs
- Received payment by cash, check, credit cards, vouchers, or automatic debits
- Kept accurate records of monetary exchanges, authorization forms, and transaction reconciliations
- Issued receipts, refunds, credits, or change due to customers
- Analyzed applicants' financial status, credit, and property evaluations to determine the feasibility of granting loans
- Marketed bank products to individuals and firms, promoting bank services that may meet customers' needs
- Worked with clients to identify their financial goals and to find ways of reaching those goals
Education
Master of Business Administration - Public Finance
OBAFEMI AWOLOWO UNIVERSITY
Ile-Ife, Osun01.2008
Bachelor of Science in Accounting - Management And Accounting
OBAFEMI AWOLOWO UNIVERSITY
Ile-Ife Osun State, Nigeria01.1999
Skills
- Proficiency in Microsoft Office: Excel, Word, PowerPoint
- Experience in data analysis, business analytics, reporting
- Exceptional management skills and ability to build and maintain relationships with stakeholders at all levels
- Cash Handling
- Customer service orientation
- Business administration
Languages
English
Professional Working
Timeline
Associate
Supereme Services
03.2023 - 09.2023
Principal Manager of Customer Service
Central Bank of Nigeria
06.2018 - 11.2022
Senior Manager, Administration Office
Central Bank of Nigeria
06.2008 - 05.2018
Assistant Manager
Central Bank of Nigeria
04.2004 - 05.2008
Banking Officer
United Bank for Africa
11.2001 - 03.2004
Customer Experience Associate
TD Bank
Master of Business Administration - Public Finance
OBAFEMI AWOLOWO UNIVERSITY
Bachelor of Science in Accounting - Management And Accounting
OBAFEMI AWOLOWO UNIVERSITY
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