Customer Service Sales Representative
Resume:
OLANIKE MAKINDE
****, ** ******** ****** *********** L4Z 0A4, ON
********@*****.***
Customer Service and Sales Representative
Profile
Over nine years banking experience in customer service, sales and retail operation
Over five years’ experience promoting products and services to meet client needs. Promoting financial services products including credit cards, debit cards and lines of credit
Excellent communication skills; proactive listening, identifying client’s needs and providing timely solutions
Result oriented with proven track record of continuously exceeding challenging targets.
Excellent customer service skills with proven ability to increase sales
A creative team player who is flexible with focus on business performance
Excellent time management skills with the ability to prioritize and multi task
Proficient in the use of Microsoft Office, keyboarding skills and CRM application.
Investment Funds in Canada (IFC) certified
Accomplishments
Recognised for issuing and activating the highest number of clients cards between October 2010 to September 2012
Recognised by the E-business Head for contributing to the increased client base on Wema Bank mobile, electronic banking and digital banking
Nominated for and pioneered the successful bank’s rebranding project October 2010 and was giving a double promotion
Successfully coached team members to achieve target in cards and electronic banking 2012-2015
Top- performer bank-wide western union payout in excess of $100,000 weekly 2010
Employment History
Resource Center Assistance (Volunteer) June 2016- present
YMCA, Mississauga Employment Centre
Create a welcoming environment for members by maintaining reception area with information and updating job postings
Assessing new participants and directing them to appropriate service or program that would meet their needs
Offering relevant information that increased awareness for existing and new members and in turn increased attendance figures for workshops and resources centre
Wema Bank PLC, Nigeria
Business Service Officer June 2014 –March 2016
Turned my branch books to profit making by developing and maintaining relationship with clients, offering products and services to best suit their requirements and increasing client base by over 1000 in six months.
Took ownership of client’s complaints and provided timely resolution to avoid escalations and exceed client expectations.
Re-trained customer service employees on new methodologies for delivering excellent customer services
Initiated a process of continuous knowledge sharing session among colleagues to discuss issues, gaps, results and best practices
Managed the branch operations and ensured the smooth running of daily activities.
Provided excellent communication between clients and the bank via email, over the phone and in person.
Maintained high level of confidentiality on all client information and data.
Customer Services Officer Oct 2012 – June 2014
Responded to email and inbound telephone inquiries from new and existing clients in a courteous, timely and professional manner
Exhibited good understanding of customer’s needs and concerns and recommended the right products and services to meet the goals
Used great critical thinking to offer the right advice and solution to client while identifying opportunities for repeat business
Proactively made outbound telephone calls to customers to understand their banking needs and advise them of new products and services that can grow their business
Updated customer information such as billing address change, change of email, telephone and other important KYC information
Logged and tracked resolution of customer inquiries and complaints referred to colleagues and relevant stakeholders
Customer Service/Fund Transfer Officer July 2008-Sept 2012
Managed customers’ expectations and resolved all complex problems in a timely manner.
Responsible for Opening new account products, ATM processing, cheque processing and setting up customers on mobile banking
Accurately prepared customers instruments for interbank settlements
Escalated all unresolved customer queries to appropriate unit and followed up until resolution and closure
Logged all major incidence on the portal and review with the Team Lead/Business Manager for resolution
Education
Investment Funds in Canada CSI 2016
Bachelor Degree in Computer Science 2005
University of Ilorin (Evaluated by WES Canada)
Professional Development
Financial Services Connection 2016
ACCES Employment Mississauga
Attended Various Courses at Wema Bank 2008-2016
References available upon request
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