OYELEKE AKANBI

• Listened to customer details and offered matching solutions to meet wide range of requirements.
• Maintained current knowledge of applicable sales and product changes in order to provide best possible service for all customer needs.
• Demonstrated features, answered questions and offered solutions.
• Responded to in-person and telephone requests for information about company offerings.
• Increased sales by offering advice on purchases and promoting additional products.
• Assisted in product placement and visual merchandising, maintaining attractive and inviting appearance.
• Achieved monthly sales goals by promoting product benefits and enrolling new clients.
• Increased sales by offering consultation on products and services and applying customer service and upselling techniques.
• Attended advanced training sessions and conferences to increase product knowledge and productivity.
• Implemented marketing strategies and techniques, increasing revenue and customer satisfaction.

• Trained employees on proper procedures and strategies to improve productivity.
• Maintained scheduling for main branch to keep shifts appropriately staffed.
• Increased client and supplier satisfaction by solving complex issues with efficient resolutions.
• Maintained branch files for major accounts, investments and employees.
• Maintained friendly and professional customer interactions.
• Met deadlines by proactively managing individual and team tasks and streamlining processes.
• Assessed employee performance and developed improvement plans.
• Gathered and reviewed customer feedback to improve operations.
• Created strategies to develop and expand existing customer sales, resulting in increase in annual sales.
• Engaged employees in business processes with positive motivational techniques.
• Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches.
• Produced reports outlining financial data to assist management with making strategic plans and operational decisions.
• Uncovered and resolved strategic and tactical issues impacting sales management and business operations.
• Consulted with representatives of regulatory agencies to complete accurate filings and uphold strict compliance.

• Resolved customer complaints while prioritizing customer satisfaction and loyalty.
• Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
• Followed through with client requests to resolve problems.
• Introduced higher standards for customer service and increased efficiency by streamlining operations.
• Exceeded team goals and collaborated with staff members to implement customer service initiatives.
• Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
• Resolved concerns with products or services to help with retention and drive sales.
• Collected customer feedback and made process changes to exceed customer satisfaction goals.
• Completed special projects by using effective decision making, critical thinking and time management skills.
• Monitored customer service operations to assess agent performance and provide feedback.
• Created customer support strategy to increase customer retention.
• Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes.
• Conferred with sales teams and team leaders to communicate targets, boost revenue and improve promotional strategies.
• Consistently managed 25-person staff, effectively resolving issues, which resulted in top ranking out of 30 teams.
• Collaborated with [Job title] to improve customer service processes and support structures company-wide.
• Improved customer service initiatives by streamlining sales and order management processes.
• Spearheaded customer satisfaction survey and analyzed results to make action plans.
• Designed and implemented strategic business plans to achieve growth and sales goals while managing sales team and building long-lasting customer relationships.
• Researched and observed emerging markets and market shifts, taking advantage of opportunities by identifying potential leads and new markets.

• Performed duties in accordance with applicable standards, policies, and regulatory guidelines to promote a safe working environment.
• Proved successful working within tight deadlines and a fast-paced atmosphere.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Identified issues, analyzed information, and provided solutions to problems.
• Improved operations through consistent hard work and dedication.
• Participated in team-building activities to enhance working relationships.
• Participated in continuous improvement by generating suggestions, and engaging in problem-solving activities to support teamwork.
• Actively listened to customers, handled concerns quickly, and escalated major issues to the supervisor.
• Used coordination and planning skills to achieve results according to schedule.

• Supervising day-to-day processing of Domestic settlement transactions across the banks’ E-payment channels.

• Supervising the day-to-day Monitoring, Reconciliation, and Settlement of E-payment transactions done via the bank’s e-payment channels.

• Preparation of Monthly, Quarterly, and Annual Renditions to regulatory authorities and Auditors.

• Follow up with the Switches for prompt release of settlement report.

• Actively engaged various parties involved in all E-Banking transactions within and outside the Bank by applying knowledge of the e-commerce value chain.

• Developed channel strategy and utilized self-service banking technology/products/services to increase the Bank’s market share, Bank’s geographic reach, and customer base.

• Enhanced and upgraded existing products and services such as internet banking, telephone banking, and mobile banking.

• Created and implemented channel strategies for all customer segments to achieve effective channel use, sales and customer satisfaction targets, operational efficiency, and a seamless customer product and relationship experience.

• Prioritized work to ensure availability to assist the sales team and demonstrated a deep knowledge of product features, services, and usability.

• Provided input into product development from experience and information gathered from sales support engagements.

• Ensured operational ramifications were considered in new product launches or alterations of existing products.

• Monitoring and support of the banks’ card process via the VPAY application.

• Develop and implement policies, guidelines, and frameworks for payment card products and the operational process.

• Implementation of debit card issuance process and testing new card products like Verve Global, Contactless card, and credit card-related processes.

• Project Management and process improvement coordination, Implementation, and successful rollout of card projects.

• Provide Operational input and support to internal teams and engage vendors relevant to the card production process.

• Manage Diamond Bank Card Services vendors such as vendor Payments and implementation of cost reduction strategies.

• Produce and ensure compliance with Service Level Agreements for Third-Party Processors and Card Personalization vendors.

• Ensure adequate customer engagement to achieve high card activation and transaction rates.

• Reporting and Analytics.

• Monitor the daily and accurate reconciliation of debit card collection accounts to ensure the banks’ books are intact and correct repayments are done by the customers.

• Bank-wide training, support, and collaboration for branches, Card, and Stationery stock management. Review of card orders, quotes, and card designs from personalization vendors

• Performed duties in accordance with applicable standards, policies, and regulatory guidelines to promote a safe working environment.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Identified issues, analyzed information, and provided solutions to problems.
• Resolved problems, improved operations, and provided exceptional service.
• Improved operations through consistent hard work and dedication.
• Participated in continuous improvement by generating suggestions, and engaging in problem-solving activities to support teamwork.