Folashade Sadat Arubuola - Resume

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CAREER SUMMARY:

Skilled customer service professional with 6 years of successful management and leadership experience. Dedicated in delivering Excellent customer service to customers; with reliable product education, timely assistance, helpful feedback, and respectful conflict management response. Enthusiastic and personable individual who enjoys working with people and product loyalty. Passionate about creating organizational success and bettering brand reputation through serving customers in a truly remarkable way.

EDUCATIONAL QUALIFICATIONS

2011-2012: M.Sc. Environmental Chemistry & Pollution control University of Ibadan, Ibadan, Oyo State.

2004 – 2008: B.Sc. [Hons.] Industrial Chemistry

University of Ilorin, Ilorin, Kwara State.

1997 – 2003: Senior School Certificate

Federal Government Girls’ College, Oyo, Oyo State. TRAINING & AWARDS

E-Business and Retail Products Trainings. 2015

(Guaranty Trust Bank)

Certificate, KSBC Customer Service: Customer service Training. 2013

General HSE, Competence Development Training (HSE Level 1,2 & 3).2010

(Joint Professionals Training -JPTs)

SKILLS

Good oral communication and writing skill in English.

Good Coordination and Management Skills.

Outspoken with Good Presentation skills

Computer literate and ability to process data to attain information.

Ability to meet tight reporting scheduling.

Leadership command and control skills.

Good motivational and problem solving skills.

Creative, integrity and tact.

Ability to work as a team and good interpersonal skill.

Advance knowledge and ability to use; CRM, Basis, E-one Access Manager, Mfino, MS Excel, MS Word, MS Power Point.

Folashade Sadat Arubuola

Customer Service Executive

Phone: 009**********

Email: ac9qgd@r.postjobfree.com

Location: Doha, Qatar.

Folashade Sadat Arubuola - Resume

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WORK EXPERIENCE

Duration - November, 2017 – Till Date.

Company Name - Cooperative Mortgage Bank.

Designation - Head, Customer Relations & Business Strategy. ROLES & RESPONSIBILITIES:

Ensure customers’ enquiries or complaints are attended to promptly.

Ensure customers’ requests are resolved appropriately within the specified resolution period.

Ensure the Bank’s customer service lines are up and running at all times.

Created Call Log where we keep records of the Bank’s customers’, the reason why they are calling (enquiries/requests) and ensure appropriate information’s are conveyed to our customers.

Customers’ Complaints/Suggestion boxes created for each of the Bank’s branch to enable the department attend to walk-in customers’ complaints.

Ensure proper follow up on all enquiries, requests and complaints.

Trained all staff at the Head office and branches on approved topics by the Management (i.e.: Customer Service-Management, Managing Challenging Customer Types, Email Etiquette, Work Ethics and Leadership & Managerial Skills).

Train new staff of the Bank at the training school about the Overview and the Nature of Cooperative Mortgage Bank.

Ensure feedback, suggestions and contributions received during or after trainings are communicated effectively to the Management.

Communicate updated products and services of the Bank to all staff via E-mail and in Electronic Cards form.

Lead cross-functional alliance within internal resources including business development, operations in order to market to clients and negotiate the structure of transactions.

Designed Jingle incorporated via our customer service lines to sensitize our customers about the Bank’s products and services when they call to make enquiries, request and complaints.

Organized, planned and anchored the Bank’s Retreat (Strategy session) which includes trainings by internal & external facilitators, overall performance of the Bank and strategies to move the Bank forward and achieve the set goals of the organization with ease.

Review of branches performance in terms of profitability, operating expense and appropriate recommendations given at the Bank’s Retreat or Quarterly Performance Review.

SWOT analysis report for each of the Bank’s branch sent to Executive Management.

Review of Bank’s Products to generate massive returns for the Bank which led to introduction of new and promotional products.

Planned, organized, create briefing sessions and monthly schedule amongst staff of the Bank thereby impacting, sharing knowledge, building confidence and creating networking amongst staff while new or updated information are disseminated.

Disseminates market differentiation strategy to members of staff of Cooperative Mortgage Bank.

Duration - April, 2013 – October, 2017.

Company Name: Guaranty Trust Bank.

Designation - Customer service representative/ Resolution/ Platinum Desk-Card priority (High Net worth individual (HNI).

ROLES & RESPONSIBILITIES:

Attending to High net worth individuals (HNI) enquiries, request/complaints via email, telephone conversations and service desk platform.

Following through Platinum customers’ request till its resolved and appropriate feedback relayed to customers.

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Presenting HNI/Platinum customers with bank's new product and how to benefit from it.

Giving internet and mobile banking profiling, password request, unlocking of internet access, online third party transfer issues, handling general complaints on internet and mobile banking.

Ensure platinum customers’ complaints are resolved promptly using relevant applications.

Query the platinum customer's dollar and Naira Master Cards.

Training new Hires on the banks products, services & telephone etiquette.

Ensure requests (account opening, update, reactivation and pre-registration, card transfer etc.) are treated within the specified resolution period (time frame).

Giving feedback to customers by confirming the status of their request to them via mail/phone call.

Making available daily, weekly & monthly work roaster for the team.

Ensure customer does not call back for the same complaints/request thereby reducing the call traffic of the contact center (first call resolution).

Attending to customers’ enquiries, complaints and requests using the state of art Customer Relationship Manager (CRM) & Micro soft dynamics in resolving them.

Giving E-Business support i.e. ATM card request, activation, hot listing, dispense error etc.

Maintaining records of all customer interactions via the Customer Relationship Manager (CRM) & micro soft dynamics.

Working in a helpful and approachable manner as a member of the team to ensure overall performance target are met.

Contributing positively to team’s plans and respect commitment to team’s decisions.

Undertaking any other duties as assigned by the Contact Centre Manager/Supervisor. Duration - September 2012– March 2013.

Company Name: Airtel Nigeria Limited.

Designation - Customer Service Officer.

ROLES & RESPONSIBILITIES:

Attending to customers’ enquiries, request and complaints via telephone conversation.

Present quality products to customers and study new products on time and relay to customers appropriately.

Follow communication procedures, guidelines and policies.

Ability to multitask: attending to customers while receiving mails and updates from supervisor.

Schedule work for personnel and resolve issues for customer within timeframe.

Build sustainable relationships and trust with customer accounts through open and interactive communication.

Manage large amounts of incoming calls, identify and assess customers’ needs to achieve satisfaction.

PERSONAL DATA

Nationality: Nigerian

Marital Status: Married

Gender: Female

Date of Birth: 26th

of February, 1987

INTERESTS:

Reading and meeting people.

REFEREES:

Available on request.

Contact this candidate