Customer Service Management

BUKOLA AKINADE

** ****** *****, ********. *******. L7A3M8

Phone: 437-***-****; email: ******.*******@*****.***

PROFILE

Over 10 years of banking experience in Client Relationship Management, Operations Management and Human Resources Management

Goal oriented with proven track record of continuously exceeding challenging targets

Excellent time management skills with the ability to prioritize multiple tasks

Excellent problem solving and negotiating skills

Excellent communication, time management, and organizational skills

Ability to cultivate long-term client relationships, as well as acquire new clients

Proficiency with Microsoft Office and other applications complemented by accurate keyboard skills of 38wpm

Goal driven achiever with excellent productivity and customer retention.

Persistent and adaptable to challenging work situations, involving significant time commitment, high pressure and strict deadlines

ACHIEVEMENTS

Generated over 50% of my team’s total revenue/income in 2014

Exceeded the yearly target for number of accounts opened by 90%

Achieved 85% score in all categories including communication skills, listening skills and politeness.

Constantly achieved double the assigned individual targets with the highest approval rate that exceeded 90%

Received letter of appreciation from management for outstanding performance in 2012

PROFESSIONAL EXPERIENCE

Branch Operations and Service Manager Jan 2009 – June 2015

Skye bank Plc, Kaduna. Nigeria

Championed diversity across the business that contributed toward several programs awards

Created a layoff technique that defined the roles, responsibilities and duties of stakeholders

Designed a leaders development tracker to access the skills, performance and behaviors of employees for succession planning

Created an internal process to ‘flag’ targeted affirmative action goals within the employees

Conducted New Hire Orientation, Exit Interviews and Leave of Absences

Designed and implemented new benefit programs to support the newly organized business unit

Mediate and Conflict Resolution on employee issues using current policies and disciplinary actions

Subject Matter Expert on Local, State and Federal Laws and Policies

Developed an Internship Program, including creating requisitions and salary guidelines

Established and maintained relationships with customers and provide assistance with problems they may have with a view to resolving them

Oversee the flow of cash and financial instruments

Prepare operational and Risk Report for Management Analysis

Prepare Financial or Regulatory reports required by Law, Regulations or Board Of Directors

Plan and coordinate the activities of team members in the branch to ensure error free transactions

Monitor and ensure the branch General ledgers and Balance Sheets are balanced

Act as second level authorizer to al transactions in the branch

Prepared annual budgets and forecasting

Ensure that management goals and objectives are carried out in the branch

Transaction Officer June 2006 – Dec 2008

Skye Bank Plc, Kaduna. Nigeria

Processed transfer of funds from one account to another

Prepared Bank Cheques and Drafts

Reconcile the branch General ledgers to ensure there are no abnormal balances

Monitor the branch Balance Sheet for abnormal balances

Processed Fixed Deposits, Call Accounts and Loans

Prepare Investment certificates for customers and act as Financial adviser on Investments

Prepare and submit monthly report on all general ledger activities and investments

Proper record keeping of all transactions including investments and loan

Key Account Manager April 2004 – May 2006

Oceanic Bank International Plc, Nigeria

Involved with managing, growing and retaining high value customer portfolio

Understood customers’ needs and met their current and future financial needs by proactively providing them with advice on appropriate products and services

Offered clients products and services that added value to enhance business operations

Maintained up to date knowledge on products, competition in the financial industry and relevant development in the financial industry

Conducted research and developed strategies to engage and retain customers

Reviewed customer financial profile in order to drive engagement, negotiate interest, annual fee reversals creating room for up-selling other financial products that meet their needs.

Delivered prompt and professional solutions to customers via phone, email, online chat etc.

Contacted clients on a regular basis to assist with any concerns or issues as well as offer new products or services to retain current clientele

Acted as the branch resource for all large/complex customer financial needs (i.e. secured lending, mutual funds, etc.)

Utilized all necessary tools to influence and positively impact discussions with clients and internal contacts to maximize spend opportunities and drive engagement.

EDUCATION

Diploma in Human Resources Management 2017

Ashton College, Vancouver. British Columbia

Bachelor of Science - Sociology 1998 - 2001

University of Ilorin, kwara State. Nigeria (WES Evaluated)

CERTIFICATION

CHRP in view

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