Customer Service Representative

Taiye Aliyu

Customer Service Business Analysis

Regina SK 639-***-**** *****.******@*****.***

Professional Summary

A vibrant and solution-focused professional 8+ years’ experience in Client Experience, process improvement. Self driven motivated, and an excellent communicator, acknowledged for liaising effectively between various stakeholders to perfectly identify, research and analyze business processes, to improve client experience

Tools of Technology

JIRA, Confluence, MS Office (MS Word, Excel, Power Point, Outlook).

PROFESSIONAL EXPERIENCE

HGS Canada July 2024 - Present

Handling Inbound and Outbound Calls: Managing large volumes of calls, both incoming and outgoing, to assist customers with their inquiries and issues.

Customer Support: Providing information about products and services, resolving complaints, and offering solutions to customer problems.

Foster meaningful, client-centered conversations that provide trusted guidance. Proactively connect clients with the right experts and resources to support their goals.

Data Management: Keeping detailed records of customer interactions, transactions, and feedback in the company’s database.

Problem Resolution: Identifying and escalating complex issues to supervisors or specialized departments when necessary.

Sales and Upselling: Promoting and selling products or services and seizing opportunities to upsell when appropriate.

To approach people with compassion and an open mind, honoring different perspectives. You seek understanding by listening deeply and learning from every story shared.

Training and Development: Regularly attending training sessions to stay updated on company policies, products, and best practices.

Standard Chartered Bank July 2017 – April 2024

Process Analyst

Ensured that all material operational risks are identified, assessed, mitigated, monitored and reported to relevant governance forums. Thereby preventing loses and regulatory penalties resulting from crystallised issues.

Achieved over $6m cost reduction in operational spending within two years, through an extensive process audit.

Managed the successful implementation of an Enterprise Risk Management (ERM) framework which resulted in 30% cost reduction

Execution of existing process controls in line with adopted Business SLAs. This ensures there are no breaches

Assisted in Managing the FM Business Operational Risk Forum (BORF) in the country. Ensure absolute adherence to country BAU OR deadlines and effective business escalation from BORF to the Country Operational Risk Committee (CORC), Process Governance Committee, and Group Business Risk Committee (GBRC). This ensures identified issues receive prompt attention.

Achieved approximately 8% reduction in cost wastages by developing cost management recommendations on budget control and operational expenses.

Developed control enhancements to ensure that any known risks are controlled within acceptable boundaries and consistent standards. As a result, losses are mitigated

Challenged business strategy with operational risk appetite and seek to optimise the business’ risk- return profile.

Demonstrated and maintained a knowledge of the end-to-end processes for the Bank’s Treasury team to ensure compliance to laid down regulations

Liaised with Treasury Finance Partner to prepare and file financial and regulatory reports for accuracy.

Standard Chartered Bank Jan 2015 – June 2017

Client Experience Associate

Collaborated with the development team, product stakeholders, and end-users to understand, manage and document business requirements. This significantly improved the Turnaround time.

Worked closely with all stakeholders to ensure designs meet requirements and customer needs to avoid complains

Developed briefing notes and presentations for executive management including key recommendations.

Performed post-implementation audit and process flow analysis of BVN Solution in line with the business objective. This also ensured there were no regulatory breaches.

EDUCATION

Senior School Certificate Examination (SSCE) equivalent to High School

Diploma in Business Administration

CERTIFICATION AND TRAINING

•Toastmasters' International - Public Speaking & Leadership Program

•Workplace Hazardous Materials Information System 2015 (WHMIS 2015)

•OHS Standard First Aid, CPR-C and AED

•Young Worker Readiness Certificate Course for Saskatchewan

•Various Workplace Readiness Training by Regina Open Doors

REFERENCES

Available on Request

Contact this candidate