Oluwatosin Ekundayo
Student
Sydney,NS
Summary
Accomplished Supervisor focused on meeting customer expectations and achieving company goals. Drives success by directing high-producing teams while developing lasting employee rapport. Exceptional knowledge of cost-reduction methods and streamlining production processes.
Overview
7
7
years of professional experience
6
6
years of post-secondary education
3
3
Certifications
Work History
Trade Services Supervisor
United Bank For Africa
Lagos, Nigeria
04.2021 - 12.2022
- Ensured timely remittances on Invisible transactions
- Ensured the maintenance of adequate records for all invisible transactions
- Rendered periodic regulatory returns and internal reports
- Ensured the daily processing of Invisible transactions in line with Procedural Central Bank of Nigeria’s guidelines and extant Regulations
- Ensured the daily processing of SME transactions in line with Procedural Guidelines and extant Regulations
- Processed Personal and Business travel allowance (PTA/BTA) transactions in line with Central Bank of Nigeria’s policies.
- Reviewed requests for Certificate for Capital importation and ensured that documents are in place and transactions treated according to TAT.
- Communicated with other financial institutions via Society for Worldwide Inter-bank Financial Telecommunication (SWIFT) system to quickly and securely send and receive money transfer instructions.
Bank Operations Manager
United Bank For Africa
Lagos, Nigeria
07.2020 - 03.2021
- Recommended new procedures to boost consistency and customer experiences.
- Assisted with daily cash and ATM balancing.
- Conducted cash and key audits for controls and compliance.
- Communicated with Branch Operations Manager to inform of quality control checks and findings.
- Monitored performance and completed performance appraisals for reports.
- Oversaw branch operations and workflow for consistency.
- Developed and implemented strategies for top-tier customer service.
- Assisted clients with issues or requests and mentored employees on customer service techniques.
- Prepared internal and regulatory financial reports, balance sheets and income statements.
- Established internal audit procedures to validate and improve accuracy of financial reporting.
Cash Officer
United Bank For Africa
Lagos, Nigeria
01.2020 - 06.2020
- Processed customer transactions promptly, minimizing wait times.
- Educated customers on use of banking website and mobile apps.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Maintained in-depth knowledge of bank products and services to provide appropriate recommendations to customers.
- Assisted with training of new tellers on policies and procedures.
- Monitored and reported suspicious activity in line with bank security policies.
- Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
- Followed up on customer complaints and provided solutions to enhance customer satisfaction.
- Maintained accurate records of customer transactions in line with bank procedures.
- Executed wire transfers, stop payments and account transfers.
- Maintained friendly and professional customer interactions.
- Assisted customers with banking needs and inquiries.
- Monitored and verified suspicious activity on customer accounts.
- Handled various accounting transactions.
Customer Relations Officer
United Bank For Africa
Lagos, Nigeria
04.2016 - 12.2019
- Promoted company brand and unique offerings through personalized customer service.
- Assisted call-in customers with questions and orders.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Provided primary customer support to internal and external customers.
- Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction.
- Coordinated solutions for high volume of customer inquiries per day while meeting and exceeding performance quotas.
- Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
- Responded to customer calls and emails to answer questions about products and services.
- Communicated with clients regarding account services, statements, and balances.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Updated account information to maintain customer records.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Tracked customer service cases and updated service software with customer information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Handled customer inquiries and suggestions courteously and professionally.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
Education
PGD - Business Analytics
Cape Breton University
Sydney, NS 01.2023 - Current
Master of Science - International Business
University of Leeds
United Kingdom 09.2014 - 11.2015
Bachelor of Science - Marketing
Babcock University
Nigeria 08.2009 - 06.2013
Skills
Priority management
Certification
Project Management Professional
Timeline
PGD - Business Analytics
Cape Breton University
01.2023 - Current
Project Management Professional
01-2023
Trade Services Supervisor
United Bank For Africa
04.2021 - 12.2022
Bank Operations Manager
United Bank For Africa
07.2020 - 03.2021
Cash Officer
United Bank For Africa
01.2020 - 06.2020
Customer Relations Officer
United Bank For Africa
04.2016 - 12.2019
Result-Oriented Employee Program (ZOLTS Limited)
03-2016
Master of Science - International Business
University of Leeds
09.2014 - 11.2015
Best in BSc. Marketing
06-2013
Bachelor of Science - Marketing
Babcock University
08.2009 - 06.2013
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