Social Media Customer Service, data analyst, Customer Service Analyst

Kayode Israel Akande

Customer Experience Expert

Customer experience specialist with more than 4 years of experience in the corporate world. Certified by Six Sigma on customer experience and business intelligence. Skilled in staff training, establishing rapport with clients and benchmarking for process improvement purposes. Excellent at identifying high level test strategies and proffering solutions quickly. Working to achieve the best set standard result that will deliver an exceptional valued service and proffer a profitable and innovative solution to the customer and my organization.

WORK EXPERIENCE

Client Engagement and Digital Banking October 2019 – Till Date

Sterling Bank, 20, Marina, Lagos

Oversee all aspects of social media strategy, which included Twitter, Facebook and Instagram.

Contributed immensely to a team of four which increased the followers on our various social media platforms by 200%.

Responsible for identifying loopholes on our social media platform and providing strategies which reduced the rate of fraud on our social media platforms by 95%.

Advise and assist customers on our various digital banking platforms and electronic channels which reduced the customer visitation in our various branches by 70%.

Responsible for promoting the brand name on our various social media platforms.

Customer Transformation Expert November 2018 – October 2019

United Bank for Africa PLC., 57, Marina, Lagos

Customer complaints reduced by analysing data in preparing managerial reports to explain service failures and proffer solutions for all customer interaction touch points on all UBA products, e-channels and also show the functionality and efficiency of all units and their performance

I benchmark other units/financial institutions to measure our competitiveness with the benchmarked units/financial institutions and advise on the best practice.

Bring about an improvement in the process, staff engagement/experience, product evolution, and overall customer experience by deploying and analysing monthly surveys to customers.

Reduce frequency of customer complaint by 75% through process improvement strategies.

Examine and analyse market trend to give financial and investment advice that will benefit the organization

Provide feedback regularly on the effectiveness and soundness of policies and procedures of the customer service department.

Mini-Team Lead, Customer Experience Executive February 2017 – November 2018

United Bank for Africa PLC, 57, Marina, Lagos

Act as the first contact point for customers, resolving complaints and providing answers to enquiries and requests in line with agreed standards

Responsible for the team’s supervision, ensuring Inbound, Follow up, and Resolution units are properly manned at all times

Ensuring every customer interactions via our channels/platforms are responded to within the Turn Around Time (TAT) and as well close out on all complaints

Account Officer November 2016- February 2017

Guaranty Trust Bank, Okota Lagos

Managed and promoted business relationships with new and existing customers helping company increase sales and revenues

Capture new accounts

Maintain customer database and update periodically

Maintain account payable log that is sent to management weekly

Educator (NYSC) October 2015 – October 2016

Christian Community Secondary School, Uyo, Akwa-Ibom State

Taught Account/Commerce to students in all senior school classes.

Ensured maximum co-operation between the students by organizing study groups in order to help the student succeed academically.

Organized educative/self-improvement seminars that helped improve the overall performance of the students

Customer Service Officer (Internship) February 2012 - February 2013

Guaranty Trust Bank, Creek Road, Apapa, Lagos

Issuance of cards and required forms to customers

Filing of customers account opening forms.

Assist the customer service officers in attending to customers when required.

EDUCATION

B.Sc Business Administration Human Resources Option (Second class upper division)

Bells University of Technology, Ota, Ogun State 2016 –2019

HND, Accountancy (Upper Credit) 2013-2015

The Federal Polytechnic Ado Ekiti, Ekiti State

National Examination Council (NECO)

Good Foundation College, Ijaiye, Lagos 2001 –2008

CERTIFICATION

Six Sigma White Belt Certification 2019

Chartered Institute of Personnel Management (CIPM) In view

Chartered Institute Of Customer Relationship Management 2016

REFERENCES

Available on request

PERSONAL DETAILS

Phone: 070********, 081********

E-mail: addmhz@r.postjobfree.com

Address: 23/26, Obi-Osa Street, Ijesha, Surulere, Lagos

DOB: 13th March1993

Gender: Male

Marital status: Single

Citizenship: Nigerian

State of Origin/LGA: Ekiti/Ijero

SKILLS

Management Skills

Team Player

Research

Problem solving

Communication

Microsoft suite

Marketing

Project Mgt

Strategy

CRM

PROFESSIONAL TRAININGS

Soft Skills, Complaint Resolution and Managing Customers Expectation

Ignite Training Course

June 2019

PERSONAL VALUES

Honest, self-motivated and target driven

Adaptable and resilient

Ability to work effectively with little/no supervision as well as with a team

Ability to assimilate new concepts

Ability to assume new and challenging responsibilities

INTERESTS

Reading

Creative writing

Solving puzzles

Music

Mentoring

Skill development

Traveling and learning about new cultures

LANGUAGES

English

Yoruba

Nigerian pidgin

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