Customer Service Manager

Olayinka Josiah Falokun

Address- ** olamiko street, Dopemu,Lagos

Contact- 234-806-***-**** *************@*****.***

Status-Married

State of Origin- Osun State

Date of Birth- 15/October/1988

Professional Summary

Experienced in sales manager, channel support, customer service and currently IT support. Proven skills in large scale project implementation, product management, vendor management, branch management where I was awarded best head office customer service person 2019 also analytical thinking and creative problem solving. Able to apply customer service concepts to IT to improve user experience for clients, employees and administration

Accomplishments

Promoted twice in 5 years due to my exceptional performance

Increased sales from [0] to over 40million in 3month with saving account.

Best head office customer service person 2019.

95% uptime on all UBA Lagos ATMs in 2016 to 2019.

Skills

Digital banking products and services

IT Support/Troubleshooting

Customer services

ATM services

SQL development

Server Management

Process implementation

Quality assurance

Windows and Linux

Sales

Relationship building and management

Staff management

Channel manager

Systems Installation, Configuration, and Upgrading

Project management

Vendor relations

Vendor Manager

Office 365 Full Package

Flexible, friendly and honest

Retail and Commercial banking sales

Work History

IT Support (Mobile Banking and Social Banking Services), 06/2019 to Date

United Bank For Africa - ATM – Lagos, LA

Managed quality assurance program including on site evaluations, internal audits and customer surveys

Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately

Received training and certification from UBA to represent brand, explain technical functions of mobile devices and guide product selection by customers

A. Provide support to the end users in an efficient and effective manner; ensure continuous and uninterrupted operation of Mobile and new media services, alert and charge services within the agreed service levels framework

A. Work with DBA to ensure regular maintenance of alert_success, alert pending, globalalert alert success, NIGALERT, MGATEPROXY, GLOBALERT

A. Daily maintenance on all alert servers, Vericash Servers,Emailmoni Servers

A. Investigate and resolve alert delivery complaints in Nigeria and Africa

A. Query REPT table on Finacle and ensure data movement for all countries

Extract Chargeable SMS, UDIRECT, SMS-SUB, VISA CARDS, MASTERCARDS, VERVE CARDS and E-STATEMENT records monthly for Nigeria and Africa

A. Apply changes to configuration on mobile banking application upon necessary approvals

IT Support officer (ATM and Vendor Management), 06/2016 to 06/2019

United Bank Of Africa – Lagos, LA

Increased uptime from 80% to 95% on all UBA Lagos ATMs and POS in 2016 to 2019

Negotiated agreements between employees and vendors to clarify misunderstood directions and resolve conflicts affecting performance.

Best head office customer service person 2019

Provide Support to Business on ATM Services 24/7.

Manage external vendor relations within Operations Department.

Ensure availability of all ATMs and POS in line with bank's 24/7 operations using Gasper and Postillion ATM Network Monitoring Tools.

Manage the full delivery, installation and commissioning of all ATMs either in branch or off-site.

Single point of contact for all ATM delivery, schedules, plans,updates, reports and information Projects, Reporting and Incident Management.

Project Implementation.

Ensure compliance with CBN standards and requirements on Journal and Footage provisioning.

On boarding of all UBA Africa ATMs on Isuite in 2016 to 2019(Electronic Journal Management).

Relationship Manager (Retail And Commercial Marketing), 08/2014 to 06/2016

United Bank For Africa – Lagos, LA

Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.

Managed and grew key accounts of Retail Department with few resources.

In 2014 i was awarded the best savings account officer in Lagos 3.

Building and maintaining relationships with clients and key personnel within customer companies.

Conducting business reviews to ensure clients are satisfied with their products and services.

Attending meetings with clients to build relationships with existing accounts.

Regenerated fund from dormant account holders and re-establishing stronger relationship with the bank.

Focused and drive the ebanking product (POS, Web) that increased my sales revenue by 70% increment.

Facilitate a best-practice action-oriented information framework providing key insights on business drivers, analytics, and software solutions to functional leaders and senior management across the enterprise.

Managed and grew key accounts of Retail Department with few resources

Management Information System Analyst, 02/2014 to 06/2014

First City Monument Bank – Lagos, LA

Spool daily MIS report for the Electronic Banking Unit.

Maintain a log of issues relating to E-channel.

Generates daily/ weekly Service Performance report to provide insights on Service Trend Analysis from customer and internal perspective.

Enroll individual and business account on both Mobile & Internet banking Platform.

Manage the resolution of all customers outstanding issues relating to the Internet & Mobile banking platform, POS, FlashMeCash, Cards, ATM via phone calls and emails to ensure activity is being driven on the platform.

Provide product training to less experienced colleagues.

Respond to, follow up and close all assigned problems.

Work closely with other units to improve customer experience and to encourage positive feedbacks on the platform

Excellent customer service.

Customer Service Representative, 01/2012 to 05/2012

CleanAce Solution Limited – Lagos, Lagos

Compiled customer feedback and recommended service delivery improvements to management.

Maintaining a positive, empathetic and professional attitude toward customers at all times.

Responding promptly to customer inquiries.

Communicating with customers through various channels.

Education

Bachelor of Science: Mathematics And Computer Science, 2012

Federal University of Technology Minna - Minna, NG

Thesis: [Military decision using games theory]

Graduated with [2.2] GPA

Certifications

Certified google analytic.

Microsoft certify technology specialist (MCTP).

Business Intelligence and Knowledge Management Systems.

E-Commerce Web Strategy.

Reference

On Request

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