Romiluyi Oluwaseun
Customer service manager
Federicton ,New brunswick
Summary
Results-driven banking professional with over 8 years of experience in branch service management, digital banking, and team leadership. Proven track record of driving operational excellence, optimizing customer service delivery, and achieving revenue targets. My leadership in staff training and strategic planning resulted in a noticeable increase in revenue generation and customer loyalty, embodying a proactive approach to banking excellence and community engagement. Seeking to leverage expertise in operational risk management, customer engagement, and strategic planning to contribute to the success of a dynamic financial institution.
Overview
7
7
years of professional experience
7
7
Certificates
Work History
Branch Service Manager
Wema Bank
Akure
07.2023 - Current
- Cross-sold products such as consumer loans by listening to customers and understanding needs and taught staff to implement similar processes in every interaction.
- Helped customers effectively navigate bank technology such as kiosks and mobile access to reduce common questions and unprofitable interactions.
- Improved customer satisfaction by addressing and resolving service-related issues promptly and professionally.
- Delivered quality service with remarkable efficiency by skillfully overseeing daily branch operations.
- Handled customers' complaints and questions with utmost professionalism to restore satisfaction and maintain loyalty to branch.
- Evaluated employee performance regularly, providing constructive feedback for continuous improvement.
- Processed customers' deposits, transfers and cash withdrawals.
- Managed branch vault and cash supply to keep appropriate level of currency on hand.
- Coordinated community outreach initiatives to increase brand visibility and promote financial literacy among local residents.
- Collaborated with other departments to streamline interdepartmental procedures for faster issue resolution.
- Oversaw facility maintenance tasks to maintain a clean, safe working environment for both staff and customers alike.
- Implemented staff training programs to enhance employee performance, resulting in improved customer service scores.
- Conducted regular audits of branch activities, ensuring compliance with regulatory requirements and company policies.
- Assisted in the recruitment process to find top talent who aligned with the company''s values and objectives.
- Increased revenue with proactive sales strategies and cross-selling of banking products to customers.
- Protected branch assets through security monitoring and effective assessment techniques at each customer contact point.
- Oversaw daily branch preparations to consistently open on-time and maintain readiness to serve customers' needs.
- Trained staff in bank products, operations procedures and successful sales strategies.
- Analyse financial reports, identify trends, and develop action plans to optimize branch performance and profitability.
Teller Manager
Wema Bank
Futa Branch
01.2021 - Current
- Fostered a positive work environment by promoting teamwork, collaboration, and open communication among staff members.
- Boosted sales of bank products and services by training tellers in effective cross-selling techniques.
- Resolved escalated issues with customer transactions to facilitate improved process flow and encourage good customer relations.
- Developed succession planning strategies by identifying high-potential employees and providing opportunities for growth within the organization.
- Assisted the branch manager in overseeing daily operations and achieving sales targets, ensuring compliance with regulatory requirements and bank policies.
- Supported customer relationship management activities, addressing inquiries, resolving issues, and promoting banking products and services to meet customer needs.
- Participated in training, and development initiatives for branch staff, fostering a positive work environment and enhancing team productivity.
- Conducted performance evaluations, provided constructive feedback, and recommended development opportunities to support career growth and advancement.
- Processed customer transactions accurately and efficiently, including deposits, withdrawals, loan payments, and account inquiries, while adhering to security and compliance protocols.
- Promoted bank products and services to customers, identifying opportunities to meet their financial needs and achieve sales targets.
- Maintained a clean and organized work area, ensured the security of cash and valuables, and balanced cash drawers at the end of each shift.
- Maintained good record and cash availability in the branch (Atm and vault)
- Reconciliation of all the branch GL accounts and proof.
Customer Service Representative (digital Banking)
Wema Bank
Ikoyi
06.2017 - 02.2018
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Processed customer service orders promptly to increase customer satisfaction.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained up-to-date knowledge of product and service changes.
- Managed timely and effective replacement of damaged or missing products.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Using data analysis, by classifying customers fit for specific Banking E-channels
- Profiling of customers on the banks Electronic platforms. E- cards USSD and Bank applications
- Engaging with customers and Educating and orienting them on the importance of these electronic platform
- Virtual and Eft Operations
- Logging and providing resolution for virtual complaints.
- Proper documentation and reports analysis
Education
Master Of Business Administration - Management Analytics
University of New Brunswick
Federicton NBBachelor Of Agricultural Technology - Ecotoursim And Wildlife Management
Federal University of Technology Akure
Akure Ondo State 10.2015
Senior School Certificate -
African Church Comprehensive High School, Ekiti St
Ado2008
First School Leaving Certificate -
Fountain of Knowledge Nur/Pry School, Ado-Ekiti
Ado2001
Skills
Financial analysis and reporting
Cost control and reduction
Strategic and financial planning
Reporting
Relationship building and management
Sales professional
Data trending
Cash handling expertise
Process implementation
Bank security expert
Budget forecasting
Product training
Employee Development
Staff Management
Revenue Generation
Financial services
Staff Training
Accounts Receivable
Key performance indicators
Marketing
Accounts Payable
Community Relations
Leadership and team management
Operational risk management
Customer engagement and relationship management
Strategic planning and decision-making
Financial analysis and reporting
Regulatory compliance and risk mitigation
Digital banking and electronic channels
Data analysis and interpretation
Excellent communication and interpersonal skills
Proficient in Microsoft Office Suite and banking software
Certification
[Area of certification] Training - [Timeframe]
Timeline
Branch Service Manager
Wema Bank
07.2023 - Current
Teller Manager
Wema Bank
01.2021 - Current
Customer Service Representative (digital Banking)
Wema Bank
06.2017 - 02.2018
Master Of Business Administration - Management Analytics
University of New Brunswick
Bachelor Of Agricultural Technology - Ecotoursim And Wildlife Management
Federal University of Technology Akure
Senior School Certificate -
African Church Comprehensive High School, Ekiti St
First School Leaving Certificate -
Fountain of Knowledge Nur/Pry School, Ado-Ekiti