Administrative Assistant Candidate with Banking Background

OLUWATOSIN OREOLUWA AGARA

*, *** ***, ****** ******* Estate, Akure, Ondo State

+234 702-***-**** +234 708-***-****

️ **********@*****.***

Professional Summary

Customer-focused professional with over 5 years of experience in banking operations, client support, and customer relationship management. Skilled at delivering excellent service, resolving complex issues, and building long-term relationships that improve customer satisfaction and loyalty. Adept at handling high-pressure situations, ensuring compliance with organizational policies, and exceeding performance targets.

Core Competencies

*Customer Relationship Management

*Complaint Resolution & Problem Solving

*Service Excellence & Call Handling

"Cross-Selling & Sales Support

*Communication & Negotiation Skills

*Customer Data & Account Management

*Microsoft Office & Digital Tools

Professional Experience

Wema Bank Plc March 2021 – Present

Customer Care Representative

*Engaged with customers via phone, email, and in-person to resolve inquiries, complaints, and service requests.

*Provided accurate, timely, and complete information using multiple service tools.

*Built and maintained strong customer relationships through open and interactive communication.

*Handled escalated complaints, offered effective solutions, and ensured follow-up resolution.

*Consistently exceeded team service targets, including sales support and call handling quotas.

Teller

*Delivered excellent front-line customer service by processing deposits, withdrawals, and fund transfers.

*Ensured accuracy in daily treasury records and customer cash transactions.

*Maintained trust and professionalism in handling sensitive customer accounts.

ATM custodian

*Maintained ATM uptime, availability, and cash flow to improve customer satisfaction.

*Handled secure and efficient ATM cash replenishment and reconciliation.

Fund Transfer Officer

*Ensured accurate daily and weekly balancing of GL accounts.

*Processed customer remittances and interbank transfers within agreed timelines.

* Monitored and ensured compliance in clearing and funds transfer activities.

Key Achievements

*Achieved 95%+ resolution rate for customer complaints within service-level timelines.

*Consistently ranked among top 10% performers in customer service satisfaction surveys.

*Reduced ATM downtime by 20% through proactive cash management and issue resolution.

*Processed over 50M in daily transactions with zero discrepancies.

*Contributed to a 15% increase in customer retention through excellent service and relationship-building.

Education

B.Sc. Political Science – Adekunle Ajasin University, Akungba-Akoko, Ondo State (2019)

Certifications

*Reading Financial Statement- Corporate Finance Institute (CFI)(2021)

*How to Manage a Remote Team- Coursera (2022)

*Communication in the 21st Century Workplace – Coursera (2022)

*How to Get On With Anyone (Customer Relationship Skills) – Coursera (2023)

*Conflict Resolution Skills – Coursera (2023)

*The Art of Negotiation – Coursera (2023)

*Positive Psychology – Coursera (2022)

*Personal Branding: Stand Out and Succeed – Coursera (2024)

*Personal Productivity & Time Management – Coursera (2024).

Skills

*Strong communication & interpersonal skills

*Problem-solving & critical thinking

*Customer empathy & relationship management

"Handling difficult customers with professionalism

*Digital literacy (Microsoft Office, CRM tools)

*Confidentiality & data management

Publications

*Rape in Nigeria: Justice for the Male Rape Victims (2020)

*Phases in Nigeria: From COVID-19 Outbreak to Chaotic Protest

Interests

Reading Creative Writing Traveling Research Playing Scrabble

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