OLADEJO OLUDAMILOLA YOMI
Customer Service Manager
Toronto,ON
Summary
PROFESSIONAL SUMMARY
Engaging and friendly customer service professional with over fourteen years of experience and track record of resolving complex issues. I can effectively communicate and collaborate with customers to ensure their individual needs are met. In previous roles, I recorded 100% in customer complaint resolution and management. I am intentional, resilient, organized, open to learning and ready to commit to provide the highest level of customer service to my clients.
Overview
15
15
years of professional experience
Work History
CUSTOMER SERVICE MANAGER
RETAIL BANKING OPERATIONS, FIRST BANK OF NIGERIA LIMITED
12.2007 - 04.2023
- Recognized and awarded as the most customer staff in Branch Operations Business unit last year November 2022
- Enhanced customer satisfaction and professional reputation of the bank by warmly greeting, engaging, and developing good professional relationships with customers and internal staff
- Thus, resulting in achieving 100% in the monthly customer experience survey back-to-back
- Worked in a team setting to provide exceptional customer service which helped the Branch to meet sales objectives contributing to the success of the bank
- Responded daily to an average of 70 customer inquiries and complaints in a timely manner, with a 100% customer satisfaction rate
- Achieved personal sales and referral goals by identifying marketing and cross selling banking products and services to clients, prospects, officers, and employees
- Grew card issuance by 50%
- Make appropriate decisions regarding negotiable instrument transaction: determine proper identification and review to ensure the accuracy of amount
- Balance drawer activities and totals on daily basis and ensure all cash and coin is secured in accordance with the bank policy when not in use
- Practicing branch security procedures and protects customer confidentiality and privacy
- Enhancing customer satisfaction and professional reputation of the bank by warmly greeting, engaging, and developing good professional relationships with customers and internal staff
- Compliance with regulatory requirements, including anti-money laundering
- Managed and supported large number of service executives operating in several locations
- AWARD
- Most Customer centric staff- BOS Ikotun 2022
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Followed through with client requests to resolve problems.
- Kept accurate records to document customer service actions and discussions.
- Generated customer satisfaction surveys to analyze results into action plans.
Education
Master - Business Administration (Marketing
University of Lagos
Master of Science - Agricultural Economics
University of Ibadan
B. Agriculture - Agricultural Economics
University of Ibadan
Skills
- RELATED SKILLS
- Excellent Verbal & written communications skills
- MS office proficient
- CRM
- Critical thinking
- Teamwork
- Cultural awareness
- Social Media (Facebook Instagram, Telegram)
- Empathetic & courteous
- Customer Service support
- Relationship Management
- Oladejo Oludamilola Yomi
- Financial Transactions
- MS Office Expertise
- Skilled Trainer
- Conflict Resolution Techniques
- Verbal and Written Communication
- Creative Solutions
- Leading Team Meetings
- Customer Relationship Management (CRM) Software
- Customer Relations
- High Customer Service Standards Adherence
- Exceptional Interpersonal Communication
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Opportunities Don't happen.You create them.
Chris Grosser
Timeline
CUSTOMER SERVICE MANAGER
RETAIL BANKING OPERATIONS, FIRST BANK OF NIGERIA LIMITED
12.2007 - 04.2023
Master - Business Administration (Marketing
University of Lagos
Master of Science - Agricultural Economics
University of Ibadan
B. Agriculture - Agricultural Economics
University of Ibadan
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