MARIAM SYLVIA FALOLA

204-***-**** adr4mp@r.postjobfree.com

*** – 365, Thames Avenue, Winnipeg, MB R2L 2B7

SUMMARY OF SKILLS

Specialized in working in a fast-paced environment to meet customers’ needs and ensure efficient banking system.

Over 11 years of experience in retail banking industry, courteously providing variety of banking services to customers.

Supervised/Managed over 20 employees in Operations team which delivered effective financial services to customers.

Engaged customers to understand and meet their current and future financial needs by proactively providing them with advice and appropriate products and services.

Provided excellent teamwork, collaboration, leadership and interpersonal skills.

Excellent Verbal and Written communication skills with ability to prepare reports, memos, emails, and correspondence.

Superior skills in Microsoft Office suites and Digital literacy across several range of devices (such as laptops, tablets, smartphones e,t,c,) with a fast speed keyboarding skills, internet and computer navigation.

Led team of over 20 people for a period of 5 years plus to engage with other departments in order to ensure the organization goals are realized.

Ensured customer services are delivered in accordance with specified standards and agreed policies and procedures.

Taken ownership and responsibility for any service-related complaints/queries from customers, ensuring that their experience is positive, professional and within set timescales at all times.

KNOWLEDGE AREA

Customer Services & Relationship

Banking Services

Supervision and compliance

Time Management

Change Management

Risk Management

CRM Solution Software

Microsoft Office Suit

Report generation and rendition as required

E-Transact

Reconciliation of Cash Transaction error, Automated Teller Machine & general ledger

Verification of Western Union Transfer

Cash movement & Vault management

WORK EXPERIENCE

ZENITH BANK PLC April 2017 – June 2022

Relationship Manager / Banking Advisor

Responsibilities

Engage client through different communication platforms to deliver outstanding customer service experience with strong sense of urgency and pro-activeness to ensure customer satisfaction.

Conduct in-person, telephone, or email interviews with customers and potential customers of the bank to ascertain their financing needs.

Prompt handled and resolved customer issue and complaints with tact and diplomacy using different banking solution platforms and resolved clients concern at first point of contact.

Examine and decide on property, loan, and available credit applications based on an individual's ability, character, and assets in attempt to decide their ability to repay.

Type and proofread correspondence, forms and other documents by using strong data entry and attention to detail skill to ensure all documents are error free.

Delivering regular performance-related feedback to the customer support team while monitoring and evaluating their activities.

Developing a plan for and keeping an eye on everyday operations for customer service.

Offer necessary assistance with tasks for the customer support team.

Address customers issues regarding lending services and responding to questions from customers

Contributed and collaborated with colleagues successfully in meeting customers’ needs.

Recommended to all other departments cross-selling opportunities.

Cultivate and maintain relationship with different stakeholder of the bank with the aim of achieving common goal.

Demonstrate an initiative and excellent understanding of customers’ needs by following all company’s procedure, policies, and requirements, resulting in continuously meeting and exceeding customer’s and company’s expectation.

Educate and assist clients with using the online applications and mobile apps.

Ensure excellent customer delivery and resolution of customer enquires

ZENITH BANK PLC June 2013 – April 2017

Customer Representative Supervisor/ Banking Advisor

Responsibilities

Frontline management and customer enquiries

Delivering regular performance-related feedback to the customer support team while monitoring and evaluating their activities.

Developing a plan for and keeping an eye on everyday operations for customer service.

Employees receive training in areas such as corporate policies and customer service.

To provide effective customer service, manage cashier coverage and customer flow.

Evaluate and decide on property, loan, and available credit applications based on an individual's ability, character, and assets in attempt to decide their ability to repay.

Resolve customers issues regarding lending services and responding to questions from customers

Analyze issues and sort for lasting solutions and studying and learning sales tactics

Address usual customer issues regarding lending services and responding to questions from customers

Contribute and collaborated with colleagues successfully in meeting customers’ needs.

Recommend to all other departments cross-selling opportunities.

Cultivate and maintain relationship with different stakeholder of the bank with the aim of achieving common goal.

Update customers information on bank's database

Reach out to customers for follow up transaction and fulfilling KYC policies.

Recommend to all other departments potentials sales opportunities.

Follow rules and security protocols that are relevant to the job.

Process and reconcile Tax bill payment and customized collections

Process and reconcile payments via online platforms

Reconciliation of daily transactions and subsequent reporting

ZENITH BANK PLC March 2011 – June 2013

Customer Service Representative

Responsibilities

Placing and taking calls for customer service

Keeping good client connections by responding quickly and professionally to queries and problems

Addressing customer concerns, maintaining database records, and creating status reports on customer service issues

Resolve client issues, handled data entry and research are sometimes necessary.

Frontline management and customer enquiries

Assisting customers of the bank to resolve issues related to their bank account

Handling inquiries about the products and services offered by the bank.

Analyzing issues and sorting for lasting solutions

Investigating and resolving problems and studying and learning sales tactics

Update customers information on bank's database

Reaching out to customers for follow up transaction and fulfilling KYC policies.

Process and reconcile Tax bill and payment and various customized collections

EDUCATION

Bachelor of Science 2009

Olabisi Onabanjo University

Diploma in Social Development 2004

Social Development Institute

CERTIFICATION & CERTIFICATE

Professional Scrum Master (PSM 1) Scrum.org 2022

Customer Relationship Management (CRM) Great Learning 2022

Business Process Management Great Learning 2022

Professional Manager Certificate Nigeria Institute of Management (NIM) 2016

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