Olayinka Esan
Sudbury,Canada
Summary
- Project management skills. Good negotiation and leadership skills.
- Over 15 years of experience working a variety of positions within a bank.
- Strong customer service background.
- Communication skills in English and Yoruba.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Tax Assessment Agent
Canada Revenue Agency
Sudbury, ON
02.2023 - 05.2025
- Review of Taxpayers returns
- Resolution of errors
- Timely transfer to relevant departments
- Followed established procedures for processing returns, exchanges, refunds while maintaining high levels of accuracy.
- Utilized computer systems for tracking, information gathering and and or troubleshooting.
- Responded to client inquiries and resolved issues promptly.
IT Business Analyst
Sofvie Incorporation
Sudbury
09.2022 - 11.2022
- Review of Documentation management
- Review of Confluence
- Sofvie Inc. application review
Customer Service Associate
Millennium 1 Solutions
Sudbury
01.2019 - 01.2022
- Facilitated conflict resolutions for customers calling about problems they encountered with their credit card account.
- Devised detailed documentation for every call, in order to create accurate files for each customer to facilitate future calls.
- Provide account information as per customer requests including travel policies, account balance and payment information.
Administrative /Financial Manager
Agricole Bureau De Change
, Nigeria
01.2015 - 01.2018
- Plan and coordinate administrative process and procedure in the company
- Assess staff performance and ensure regular training and guidance to facilitate efficiency
- Monitor cost and expenses to ensure that the budget is strictly followed
- Oversee facility servicing, maintenance activities and tradespersons
Branch Manager/ Head of Operation
Access Bank Limited
LAGOS , Nigeria
01.2009 - 01.2015
- Provided information about products and services to new-to-the-bank clients by resolving their queries and to follow-up with them for any other services and requests as required
- Oversaw daily branch operations to ensure service excellence and compliance.
- Trained and mentored staff on banking policies and customer service standards.
- Implemented strategies to enhance customer engagement and satisfaction levels.
- Managed branch budgets and financial reports for accurate forecasting.
- Developed marketing initiatives to promote banking products and services effectively.
- Coordinated with regional teams to align branch goals with corporate objectives.
- Resolved customer complaints promptly to maintain positive relationships.
- Managed staff scheduling, hiring and training processes.
Education
Master of Arts - Counseling Psychology
Yorkville University
NEW BRUNSWICK05-2027
GRADUATE CERTIFICATE - IT BUSINESS ANALYSIS
Cambrian College
Greater Sudbury, ON10-2022
MBA - Business Administration
Federal University of Technology
NIGERIA01.2002
Bachelor of Arts - English/Communication Language Arts/Education
University of Ibadan
NIGERIA01.1998
Skills
- Excellent Problem Solver
- Customer service and care
- Career growth strategy development
- Strong Intrapersonal Skills
- Good Team Player
- Organizational and Administrative Skills
- Proficient in Microsoft Office
- Project management
Certification
- Certificate in Customer Service Excellence (OTEC) Canada – 2018 Tropicana Employment Center, Toronto, ON
- Certificate in Cash Register and Customer Service Workshop Canada – 2018 Tropicana Employment Center, Toronto, ON
Volunteer Experience
- Glad Tidings Church, Ushering & Welcome Department, Sudbury, ON, Ensuring all individuals attending church feel welcome, and find a seat, Followed all COVID-19 protocols to ensure adequate sanitization
- Glad Tidings Church, Prayer Group Member, Sudbury, ON, Standing in the gap for church members and the nation
Affiliations
Ushering & Welcome Department – Glad Tidings Church, Sudbury, ON
· Ensuring all individuals attending church feel welcome, and find a seat
· Followed all COVID-19 protocols to ensure adequate sanitization
Prayer Group Member – Glad Tidings Church, Sudbury, ON
· Standing in the gap for church members and the nation
Afro Women and Youth Foundation
- Community work
- Advocacy
- Settlement of new immigrants
References
References available upon request.
Timeline
Tax Assessment Agent
Canada Revenue Agency
02.2023 - 05.2025
IT Business Analyst
Sofvie Incorporation
09.2022 - 11.2022
Customer Service Associate
Millennium 1 Solutions
01.2019 - 01.2022
Administrative /Financial Manager
Agricole Bureau De Change
01.2015 - 01.2018
Branch Manager/ Head of Operation
Access Bank Limited
01.2009 - 01.2015
Master of Arts - Counseling Psychology
Yorkville University
GRADUATE CERTIFICATE - IT BUSINESS ANALYSIS
Cambrian College
MBA - Business Administration
Federal University of Technology
Bachelor of Arts - English/Communication Language Arts/Education
University of Ibadan
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