Versatile Process Executive - Data & Quality Specialist

Indianapolis

Indiana

Phone: 317-***-****

E-mail : **************@*****.***

OBISESAN, Ifedayo Olumuyiwa

Career Objective

Experience Functional Summary

Play a vital role in a dynamic organization that requires a versatile, results oriented team player with the ability and experience to ensure effective utilization of marketing, administrative/people skills to optimize organizational productivity.

August 2024 - date Compunnel (Infosys)

Contract as Process Executive for CVS Aetna

Credentialing Data Processing Executive

Data Entry projects for Aetna

Maintaining accurate and up-to-date information in Aetna systems

Ensure the integrity and accuracy of data through regular checks and quality control

Collaborate with team members to achieve common goals in a team-oriented environment but, the ability to work alone

Meet established deadlines for data entry/analysis tasks in a timely manner

Close Attention to detail, and the ability to focus on accuracy and precision in data entry

Adaptability and willingness to learn and adapt to new processes and systems

Executes Transactions as per prescribed timelines and follows all predefined procedures with the objective to meet SLA targets for the specific process within guidelines, policies and norms

Working with Excel, Teams, Outlook, Quickbase, Salesforce and CAQH software

Process compliance

Customer service soft skills

Customer support/ Customer care Knowledge management

Basic troubleshooting skills Knowledge on operating systems Basic computer tools/ application of knowledge Basic knowledge on printers, PCs, Laptops, etc

Dec 2023 - April 2024 Cencora

Receiving Quality Associate

Remote customer Service Agent Inbound

Ensuring all products received meet specifications and quality.

Ensure all received products are properly stored, including controlled substances

Ensure products reorder levels are at the optimum.

Ensure distribution channels are properly and promptly supplied

Responsibility for prompt supply of direct patient prescriptions.

February 2023 - Nov 2023 Ttec

Contract as Customer Service Agent for Charles Schwab

Remote customer Service Agent Inbound

Resolving all client simple banking issues and liaison with appropriate departments to resolve complex banking needs.

Client Authentication

Inbound calls from clients for various banking issues

One call resolution for all client enquiries and issues

October 2020 – May 2022 Maximus

Contract for the Indiana State Department of Health, COVID19 Contact Tracing, Remote Call Centre Representative/Case Investigator Inbound/Outbound, Quality Assurance.

●Inbound/Outbound calls from/to Patients and Close Contacts of COVID19.

●Providing guidance by following script provided by Indiana State Department of Health.

●Data Entry.

●Scheduling/Rescheduling Appointments for COVID19 Tests/Vaccines.

●Collecting and Verifying Demographics.

●HIPAA Compliance.

November 2018 – August 2019 Skye Bank Ltd 3, Akin Adesola Street, Victoria Island Lagos, Nigeria

Customer Service Lead

●Supervision of Bank’s Customer Service Group, act as an ambassador for the team and contribute fully to its development, effectiveness and success, through coaching, training and motivation for effective performance.

●Worked with Executive Management to improve the bank’s Customer Service policies and procedures.

●Develop quarterly service goals, monitor and report progress of the same to Executive Management.

●Establish and foster cordial and harmonious relationship between the Customer Service Group and various Operations Groups within the Bank, in order to resolve customer service issues promptly.

●Respond to customer inquiries across several channels accurately and promptly.

●Build and encourage an open, friendly, challenging, questions asking, learning, problem solving and ownership culture within the Group

●Ensure all Customer Service issues are resolved in line with compliance regulations and Bank policies.

●Develop a team mindset of ensuring all Customer Service issues are resolved favorably to contribute our quota to the Bank’s SLAs

●Provide active feedback to Executive Management on process, operations, risks etc, arising from customer inquiries and make recommendations as to how these can be managed in future to better delight the customer, secure the bank,avoid any mistakes recurring.

●Lead, inspire and motivate junior colleagues to ensure seamless customer, standardized service is delivered to all customers and proactively share knowledge, experiences and best practices across the Bank.

●Grow sustainable revenues from existing customer portfolios through targeted cross-selling of various products on every customer service channel.

●Optimize the potential value and profitability of existing relationships by assisting in the delivery of solutions, products and services appropriate to meet customer needs and to improve customer engagement.

●Ensure fairness in all aspects of strategy, product design & delivery, sales processes, customer literature & correspondence, financial promotions, administration and complaint handling.

●Adhere to structures and processes in place for the management of credit, operational, reputation and regulatory risk.

●Complete, timely, and in-depth evaluations or reviews of financial and operating risks for all credit facilities, in order to ensure usage is in accordance with approved terms and conditions.

●Ensure timely and accurate maintenance of customer information, including KYC requirements in Group systems

●Ensure operational losses and fraud are minimized, by escalating any suspicious activity to relevant Departments in the Bank.

June 2014 – October 2019 Skye Bank Ltd 3, Akin Adesola Street, Victoria Island Lagos, Nigeria

Compliance Lead

●Responsible for monitoring and analyzing customer transactions for suspicious activity, conducting due diligence on customers to ensure compliance with regulatory guidelines.

●Review and analyze transactional data for potential suspicious activity, including those generated from alert detection processes, subpoenas and warrants, country/corridor reviews, foreign and domestic agent matters, consumer network cases, negative media reports, as well as other sources as applicable.

●Work effectively with multiple complex data sources and/or technical analytical tools/resources to identify potentially unusual or suspicious activity as defined by AML/BSA regulations, and industry best practices for AML/BSA analysis. This includes (but is not limited to Identifies, researches, and reports suspicious activity).

● Manages the investigative process from initial detection to disposition and filing.

●Thoroughly and timely reviews reports and other investigative leads that potentially identify suspicious activity.

●Completes all investigation outputs, which may include regulatory filing and other mitigation actions within required service level agreement (SLA) timelines.

●Actively support managers, supervisors, and senior analysts with moderately complex AML/Fraud investigations, while coordinating with team members and other departments to determine the proper course of action in handling potentially suspicious activity as required by applicable global regulatory, law enforcement or, Financial Intelligence Units.

●Write and file Suspicious Activity Reports and apply appropriate risk mitigation measures, while ensuring appropriate documentation of all research and analysis is conducted in accordance with applicable recordkeeping guidelines.

●Liaise with various internal departments as necessary.

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Feb 2012 –April 2014 Mainstreet Bank Ltd Churchgate Street Victoria Island Lagos, Nigeria

Branch Lead

●Successfully ensured the branch was the only branch in profit all through in the V/I and Ikoyi Region till Mainstreet Bank was acquired by Skye Bank.

●Overall responsibility for administration & profitability of the branch.

●Presentation of credits at various credit committees.

●Presentation & Preparation of Deal Memos for Management consideration

●Presentation of the Branch budget to the Management

●Presentation of Credit Analysis Memo to Management Credit Committee (MCC).

●Periodic review of credit relationships to establish their profitability & advise Management accordingly.

●Preparation of Product Papers to Management on potential target markets.

●Coordinate & review of the weekly activities report of various Units in the Branch.

●Regular visitation to customers offices to ensure enduring partnership with the bank

●Presentation of the Branch performance at Monthly Performance Review (MPR) sessions.

●Coordinate & review the preparation of Risk Assets Maturity profile for the Branch.

Jan 2011 - Feb 2012 Oceanic Bank Int’l Plc Lagos, Nigeria

Awolowo Road, Ikoyi Branch

Branch Lead

●Overall responsibility for administration & profitability of the branch.

●Presentation of credits at various credit committees.

●Presentation & Preparation of Deal Memos for Management consideration

●Presentation of the Branch budget to the Management

●Presentation of Credit Analysis Memo to Management Credit Committee (MCC).

●Periodic review of credit relationships to establish their profitability & advise Management accordingly.

●Preparation of Product Papers to Management on potential target markets.

●Coordinate & review of the weekly activities report of various Units in the Branch.

●Regular visitation to customers offices to ensure enduring partnership with the bank

●Presentation of the Branch performance at Monthly Performance Review (MPR) sessions.

●Coordinate & review the preparation of Risk Assets Maturity profile for the Branch.

Dec 2009 till Jan 2011 Oceanic Bank Int’l Plc Lagos, Nigeria

Kofo Abayomi Branch

Relationship Lead/Rlf Branch Lead

●Presentation of credits at various credit committees.

●Presentation & Preparation of Deal Memos for Management consideration

●Presentation of the Unit budget to the Management

●Presentation of Credit Analysis Memo.

●Periodic review of credit relationships to establish their profitability & advise Management accordingly.

●Preparation of Product Papers to Management on potential target markets.

●Coordinate & review of the weekly activities report by various Account Officers in the Unit.

●Regular visitation to customers offices to ensure enduring partnership with the bank

●Presentation of the Unit’s performance at Monthly Performance Review (MPR) sessions.

●Coordinate & review the preparation of Risk Assets Maturity profile for the Unit.

July, 2009 till Dec 2009 Oceanic Bank Int’l Plc Lagos, Nigeria

Corporate & Commercial Banking, Lagos Island Zone

Relationship Lead

●Presentation of credits at various credit committees.

●Presentation & Preparation of Deal Memos for Management consideration

●Presentation of the Unit budget to the Management

●Presentation of Credit Analysis Memo.

●Periodic review of credit relationships to establish their profitability & advise Management accordingly.

●Preparation of Product Papers to Management on potential target markets.

●Coordinate & review of the weekly activities report by various Account Officers in the Unit.

●Regular visitation to customers offices to ensure enduring partnership with the bank

●Presentation of the Unit’s performance at Monthly Performance Review (MPR) sessions.

●Coordinate & review the preparation of Risk Assets Maturity profile for the Unit.

June, 2008 – July 2009 Oceanic Bank Int’l Plc Lagos, Nigeria

Strategy & Product Development, Retail Banking Group

Product Lead, Quality Education Plan (QED)

●Product development & design, with a view to grow deposit volumes.

●Development of strategic alliances with various schools, universities (local & foreign),

Foreign university recruiters & Embassies.

●Product evaluation and monitoring bankwide.

●Periodic staff training on product features and other product related issues.

●Coordinate planning, implementation and evaluation of product media campaign.

●Formulate, plan, implement and evaluate the strategic marketing plan of the product.

●Evaluation of bankwide products report for ALCO, MPR and other strategy sessions.

March, 2006 to June, 2008 Intercontinental Bank Plc Lagos, Nigeria

Strategy, Product Development & Management Department Retail Banking Group

Product Lead, Intercontinental Diamond Fund (IDF)

●Product repackaging, improvement and review, with a view to grow deposit volumes.

●Product evaluation and monitoring bankwide.

●Periodic staff training on product features and other product related issues.

●Coordinate planning, implementation and evaluation of product media campaign.

●Formulate, plan, implement and evaluate the strategic marketing plan of the product.

●Preparation and evaluation of bankwide products report for ALCO, MPR and other strategy sessions.

●Member, Product Development Committee that developed the bank’s highly successful HAPPYSAVERS Children’s account.

October, 2005 to March, 2006 Intercontinental Bank Plc Lagos, Nigeria

Corporate Treasury Department (Team Leader, HNI Unit)

●Marketing of the bank’s tenured products.

●Marketing of the bank’s papers and notes.

●Ensuring a maximum COF of 8% on the personal balance sheet.

●Maintaining a minimum of =N= 8m profit on a monthly basis on a personal balance sheet.

●Maintaining a minimum of =N=1.2 billion liabilities on personal balance sheet.

●Ensuring NIL customer complaints.

●Prompt reconciliation of accounts monthly.

Aug 2004 to October, 2005 Global Bank Plc. Lagos, Nigeria

Human Capital Unit (Senior Officer/ Head of Department)

●Supervised payroll administration, including handling taxes, dealing with sick time & vacation time, in conjunction with the Financial Control Department.

●Handled employee benefits including health & medical insurance & cafeteria management.

●Handled HR management, which includes recruitment, background interviews, head hunting, exit interviews & wage reviews.

●Handled Employee Risk Management, including junior workers’ compensation, dispute resolution, office policies & handbook.

February 2000 to Aug 2004 Global Bank Plc (now a member of Intercontinental Bank) Lagos, Nigeria

Human Capital Unit (Officer/Unit Head)

●Handled all recruitments, staff welfare & training matters.

●Developed the bank’s Training Manual.

●Acted as Head of Admin Department from time to time.

●Handled protocol duties for Executive Management.

●Secretary, Branch Development Committee.

December 1995 to December 1999 Goldmark Advertising Limited. Lagos, Nigeria

Senior Client Service Executive/Personal Assistant to the CEO

●Manages the key and major accounts of the Agency

●Coordinates the day to day activities of the Agency, acts as the Head, Client Service Dept

●Deputizes for the CEO while on vacation.

●Represents him at official engagements he is unable to attend.

March 1992 to November 1995 Ababoc Savings & Loans Limited. Lagos, Nigeria

Treasury Officer/ Client Service Executive

●Liability generation.

●Posting of entries related to Treasury transactions.

●Relationship Management.

●Daily balancing of all Treasury transactions.

October 1990 to September 1991 Nigerian Prisons Service, State HQ. Port Harcourt, Nigeria

Administration Officer (National Service)

●Supervision of all Wardens in the typing pool.

●Liaising with Divisional HQ (Enugu) regarding the needs of prisons under our Command.

●Distribution of goods to prisons under our command.

●Liaising with Contractors, ensuring that quality products are supplied.

●Checking all demands by Prison Controllers and making recommendations to the authority.

Education

1985 to 1990 University of Ilorin Ilorin, Kwara State

B.Sc., Sociology

Professional certifications

●Anti Money Laundering & Financial Crime Certificate (High Speed Training) UK

●Nigerian Institute of Bankers, Member (MNIB)

Patents and publications

●Motivating the Civil Servants; "A Case Study of the Oyo State Ministry of Education”

●A preliminary research paper on “ Fundamentals of Decision Making in Local Govt Administration ”

Trainings Attended

●Human Capital Management for Excellence (FITC; September, 2000)

●A 4-Day National Workshop on Train the Trainers (FITC; May, 2001)

●Comprehensive Banking Operations (Mac Tay Tack; March, 2002)

●Marketing of Financial Services (B. Adedipe & Associates; January 2003)

●Customer Service Excellence (Mac Tay Tack; June, 2003)

●Comprehensive Risk Management (H. Pierson; February, 2004)

●Various in-house banking courses.

Personal Interests

●Playing Scrabble, Reading, Travelling and Soccer.

Personal Data

Date of Birth: July 5, 1970

Sex: Male

Marital Status: Married

References

Available on request

Contact this candidate