Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Romiluyi Oluwaseun

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 NB

Bachelor 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
Ado
2008

First School Leaving Certificate -

Fountain of Knowledge Nur/Pry School, Ado-Ekiti
Ado
2001

Skills

Financial analysis and reporting

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

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Romiluyi OluwaseunCustomer service manager