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
Training and mentoring
Operations management
Project Management
Search Engine Optimization
Business administration
Team Building
Staff Management
Excellent Communication
Attention to Detail
Active Listening
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