Oluwagbenga Sotikare
Riverview,NB
Summary
Dedicated Customer Service Representative with extensive experience in financial services industry. Solid team player with 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 with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Business Decision Support
Interswitch Group
10.2022 - Current
- Partner with the assigned businesses to manage the budget and finances of their business or function, ensuring that all financial activity is within the stipulated guidelines to protect the financial health of the organization.
- Participate in strategic contract negotiations by influencing the sign-off from pricing, tax, investment appraisal, committed spend and non-financial perspectives. This included contract of $ 35mn with ACI Worldwide and $ 200mn revenue with Sierra Leone Commercial Bank.
- Provide sound advice on business decisions to enable business leaders make financial decisions that will contribute to the continued growth of the organization.
- Support due diligence and provide analytical and advisory support for acquisition and Interswitch listing on London stock exchange.
- Develop data resources to support analysis, supplementing insufficient existing sources which improved data visualization from monthly to near real-time.
- Identify financial risks within the assigned business areas, recommended and implemented key accounts reconciliation and price configuration review which led to $ 1mn revenue claw back.
- Develop annual budgeting, taking into consideration the Group and business strategies to ensure that the budget enables the effective operation and growth of the business.
- Develop the company 5-year financial business plan which was used to secure a $ 200mn investment by Visa.
- Prepare monthly departmental Opex and Capex expense report presentations to show spend relative to budget, anticipate business needs and make recommendations to promote effective expense management.
Lead Customer Service Representative
Interswitch Group
01.2021 - 09.2022
- Strengthened customer retention by offering discount options.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Performed root cause analysis on recurring customer service problems.
- Trained new employees on company customer service policies and service level standards.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Developed strategies to improve the overall quality of customer experience.
Customer Care Executive
First City Monument Bank
08.2016 - 12.2020
- Investigated customer complaints and provided solutions within acceptable time frames.
- Communicated new products and services information to existing customers via email campaigns.
- Converted incoming calls into booked service appointments.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Participated in team meetings to discuss strategies for improving customer satisfaction levels.
- Referred unresolved grievances to designated departments for further investigation.
- Processed orders, returns, exchanges, and refunds efficiently according to company policies.
- Provided customer service by responding to phone, email, and in-person inquiries in a timely manner.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Education
Bachelor of Science - Accounting
University of Lagos
Lagos, Nigeria10-2011
Skills
- Microsoft PowerPoint
- Microsoft Excel
- Team Development
- Active Listening
- Critical Thinking
- Complaint Resolution
Certification
- Lean Six Sigma – Yellow Belt Certified
- Lean Six Sigma – Green Belt Certified
Timeline
Business Decision Support
Interswitch Group
10.2022 - Current
Lead Customer Service Representative
Interswitch Group
01.2021 - 09.2022
Customer Care Executive
First City Monument Bank
08.2016 - 12.2020
Bachelor of Science - Accounting
University of Lagos
- Lean Six Sigma – Yellow Belt Certified
- Lean Six Sigma – Green Belt Certified
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