Service Representative Customer

KAWTHAR OYOLOLA

SETTLEMENT AND RECONCILIATION ANALYST

*** ******** ******, *****, ***** 070********.

********@*****.***

PROFESSIONAL SUMMARY

Dedicated settlement and reconciliation officer with over one year of experience resolving all issues arising from electronic transactions and performing automated back-office processing such as dispute processing, settlement, reconciliation and reporting. Passionate about solving problems, building successful solutions and focused on excellent customer satisfaction. Excellent verbal and written communicator with strong background cultivating positive relationships and exceeding goals.

COMPETENCIES

Soft Skills

Attention to details and accuracy Excellent communication skills and interpersonal skills In-depth knowledge of payment processing gateways Organization and Time management skills Strong analytical and problem-solving skills Business development. Technology Proficiency

Microsoft Office Suite Google Suite Canva Zoom

WORK EXPERIENCE

Access Bank Plc, Nigeria Lagos, Oniru

Settlement and Reconciliation officer June 2021 - Present

● Attending to customer and merchant disputes and ensuring prompt resolution

● Liaising with switching companies and card schemes on Settlement issues

● Settlement of transactions routed through various payments platforms

● Daily reconciliation of accounts for exceptions and subsequent escalation of exceptions to the switch and other vendors or third parties for resolution.

● Develop Business Requirement Documents and SOPs for the automation of settlement processes

● Perform User Acceptance Tests (UATs) to certify that newly deployed and existing modified applications on the platforms fulfill the specified requirements. 3Consulting limited Lekki Lagos

Business Development Analyst August 2020 - April 2021

● Expanded company strategies by pursuing independent research projects to identify business development opportunities. Recommended implementation strategies for new systems, procedures and organizational changes.

● Kept detailed records with robust databases covering business, customer, and market trends.

● Worked on modifying a company's existing data policies which led to them being certified by

(Nigeria Data Protection Regulation) as a data compliant organization

● Trained staff in data protection and privacy as mandated by NDPR. Fan Milk Nigeria Lagos

Customer care officer February 2020 - August 2020

● Achieved sales goals through established sales techniques and creative communication skills.

● Resolved issues based on thorough investigations of concerns.

● Completed inquiries and followed up with customers to share findings and offer solutions. .

● Uncovered brand advocacy opportunities by engaging, educating, and befriending customers. Deen microfinance Bank Lagos Lagos

Customer service Representative November 2019 - January 2020

● Maintained strong relationships with clients by investigating and resolving customer concerns related to order, inquiries and delivery tracking.

● Helped improve processes and products by relaying customer feedback.

● Created effective customer service procedures, policies, and standards.

● Documented records of customer interaction, process customers account and details EDUCATION AND CERTIFICATION

Jobberman Lagos

Jobberman Soft Skills Certificate July 2020

University of Ilorin, Kwara State Ilorin, Nigeria

Bachelor of Art Education(B.A.ED) History September 2018

Contact this candidate