MARIAH AJAYI

(Short Time Assignment)

· Facilitated meetings and workshops with stakeholders to elicit requirements, discuss solutions, and resolve issues.

· Gathered and documented detailed business requirements, user stories, and use cases.

· Worked closely with developers, designers, and Quality Assurance teams to ensure successful implementation and testing of solutions.

· Developed and maintained documentation such as process flows, data dictionaries, and user manuals.

· Carried out User Acceptance Testing (UAT) and ensured that delivered solutions meet requirements

· Provided ongoing support and training to end-users as needed

(Short Time Assignment)

· Prepared daily market updates on bonds and commercial papers pricing

· Assisted with following up with clients on documentations for Bond and Commercial Paper Issuances

· Went with relationship managers to pitch to clients

· Coordinated All-party call involving the borrower, receiving banks, accountants, advisers to the issue and issuer etc.

· Prepared Presentation pitches

• Cultivated and maintained relationships with key accounts, resulting in repeat business and referrals
• Implemented innovative sales strategies that resulted in the overall growth of the business
• Collaborated with marketing teams to develop targeted campaigns and promotional materials, driving brand awareness and lead generation
• Participated in virtual meetings or face-to-face visits with customers upon request or as needed to ensure satisfaction with products and services
• Initiated proactive outbound customer calls to support outbound call campaigns, gather feedback, inform customers of changes, and manage customer relationships
• Conducted regular market research to identify emerging trends and opportunities for growth
• Tracked and communicated all events on customer accounts.
• Led cross-functional teams to ensure successful product launches and timely delivery of key features.
• Effectively prioritized feature requests based on customer feedback, market trends, and business impact.

• Followed up on complaints till resolution and provided feedback to customers
• Team Lead for a group of 5 Customer Service Representatives in Region 1
• Utilized Loyalty Management System (a CRM tool) to log and track customer complaints
• Cross-sold products to both new and existing customers
• Generated high quality leads for sales representatives
• Recommended process and service improvement based on customer feedback and observations
• Managed customer expectations by following established process documents and guidelines to uphold standards
• Collaborated with various stakeholders to understand customer’s business needs, identify areas for improvement, and resolve issues
• Maintained comprehensive knowledge of existing products, services, processes, internal systems, and end-to-end supply chain to address customer inquiries effectively while promoting self-service options through commercial business applications where applicable
• Supported customer-related reports to identify and address issues proactively or reactively, escalating findings for visibility and resolution to the appropriate parties when necessary
• Responded to inquiries from internal and external customers by analyzing issues, identifying root causes, and engaging various stakeholder groups to support resolution within established SLAs, ensuring proper documentation of service tickets and follow-up
• Collaborated and supported business development and growth by preparing relevant content for Business Reviews led by Sales, identifying sales opportunities, and assisting with onboarding activities as required
• Adhere to a weekly schedule and meet predetermined performance metrics consistently.

• Conducted research and compiled data for special projects or presentations
• Adapted to changing priorities and deadlines with flexibility and attention to detail
• Managed all incoming and outgoing calls and mails
• Handled scheduling, complex diary management and expense management
• Handled logistics and organized meetings for high net worth clients from all over the world
• Supported businesses by preparing all reports including business reports, departmental reports etc
• Monthly
• Managed all procurement and expenses for the department
• Drove full compliance with policies and procedures
• Organized and maintained filing systems for documents, records, and correspondence
• Assisted in drafting, formatting, and proofreading various documents and reports
• Coordinated projects from inception to completion.

• Received in-bound customer enquiries and complaints
• Cold calling to customers for account reaction and other bank products
• Provided on the spot solution to customer queries and escalated others to respective units
• Followed up on complaints till resolution and call-back customer to provide feedback
• Utilized Loyalty Management System (a CRM tool) to log and track customer complaints.