Banking Operations & Client Service Administrator
Resume:
TINA OKELEKE
**, *** ****** ***** ******* NW, T3A 6E8
**********@*****.***
Personal Profile
I am a self-motivated person, result oriented and enthusiastic Banking Operations professional /Client Service Administrator, a positive team player who strives to achieve set goals by delivering excellent service at every opportunity. I have over 7 years’ experience in Banking operations and do have unrivalled passion for creating unequal and ultimate experience. I also possess an in-depth administrative knowledge and have a long record of accomplishments.
Summary of Skills
• Excellent spoken and written communication skills with high level of dedication and attention to detail and active listening skills,
• Ability to communicate in foreign language (French)
• I am proficient in Microsoft suites (Word, Advanced Excel, power point and Adobe)
• Developed a great rapport with customers and gave support to audit and reconciliation team.
• Ability to adjust priorities and manage time wisely in a fast-paced environment.
• Ability to cross products and services to old and new customers to maximize revenue/profit and retention of relationship.
Accomplishments
• Developed client base which resulted in 20% increase in annual revenue
• Prepared and presented 20 loan applications weekly on real estate and insurance products
• Demonstrated ability to successfully build relationships with customers by accurately assessing their needs and recommended suitable products, which exceeded marketing targets by 20%.
• Suspected and prevented fraud from a client’s account and saved the company $2 million.
• Handled customer service and accounting functions for the branch.
• Supervised all operations and support staff within the branch and other cash centres attached to it. W O R K E X P E R I E N C E:
Lead Team July 2023 – to date
Decibel Cannabis Company, SE, Calgary
• Providing guidance and direction and leadership
• Maintaining quality controls
• Ensuring compliance
• Ensuring Safety and Healthy compliance
• Managing daily workflows and producing strategies that drives activity
• Ensuring that products are ready within the time frame
• Training new associates
Packaging Technician Dec. 2022 – July 2023
Decibel Cannabis Company, SE, Calgary
• Folding packs
• Packaging products
• Ensuring that products are ready within the time frame
• Maintaining quality controls
• Ensuring compliance
• Training new associates
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Bilingual Customer Service Specialist
Neo Financial, Calgary, AB December 2023 – February 2024
• Attending to customers issues
• Marketing new products to customers
• Enrolling customers on different platforms
• Opening and closing accounts for customers
• Resolved customers’ issues as it arises
• Ensured that all clients receive satisfactory service Customer Service Associate
The Brick, NW Calgary, AB August 2022 – Nov. 2022
• Ensured an excellent customer experience by responding to problems as they arise.
• Kept up-to-date records on product sold and total daily sales.
• Received payment from clients and made refund as it arises.
• Rendered opening and closing report for the organisation.
• Resolved clients’ issues as it arises.
• Ensured that all clients receive satisfactory service. Sales Representative
ITK Bakery/Catering Services, NE Calgary, AB April 2022 – July 2022
• Described services and explained products to customers
• Met Customers’ needs and demand
• Got orders from potential sales outlets
• Ensured customers satisfaction always
• Built great relationship with customers
Customer Service Associate April 2020-Nov 2020
Amazon, Calgary
• Assisted Delivery Drivers for timely delivery of freights to customers
• Answered all customers enquiries on product tracking and delivery
• Processed returns according to company’s policies and procedures
• Used my computer skills for quick data entry and information retrievals
• Ability to meet daily targets
Customer Service Representative Jan 2019 - June 2019 TNI The Network, Calgary
• Resolved products or service problems by clarifying the customer’s complaints, determining the cause of the problem, selecting, and explaining the best solution to solve the problem, expediting correction or adjustment; following up to ensure resolution
• Attracted potential customers by answering product and service questions, suggesting information about other products and services
Operation Assistant / Coordinator Sept 2017 – Dec. 2018 Ecobank Nigeria Limited
• Effectively supervised 15 staff in my branch and I also monitored 10 branches of Eco Bank in the region as a cluster head
• Ability to excel satisfactorily in Eco Bank FCT Zone audit rating
• Supported the building and office services team during project execution
• Involved in project planning, coordination, contractor management, organize and monitor daily operations in all these branches
• Supported, organized, and managed the calendar, duties as assigned by CFO and Controller, like Cheque deposit, cash management, Bank, and credit card reconciliation Account Manager Mar 2016 – Aug. 2017
Ecobank Nigeria Limited
• Spearheaded excellent service delivery to customers Page 3 of 3
• Coordinated weekly branch operations meeting and staff training sessions of bank products and organizational policies and procedures
• Supervised the payment and cash receipt and other legal tender from customers
• Droved and supervised cross selling of products by demonstrating strong product knowledge and clear communication
• Effectively listened to client’s concerns and troubleshot sensitive issues Customer Success Manager Feb 2015 - Feb 2016
Ecobank Nigeria Limited
• Prospected for quality clients, generated 10 sales referrals daily.
• Established over 250 new accounts in a single year through successful client development.
• Managed portfolio of 5,000 accounts totaling $50 million in sales exceeding target by 10%.
• Supervised sales agents (DSA) for micro finance products, mobile banking, point of sales (pos) and other alternate channels.
• Reviewed and authorize product requests and customer transactions.
• Maintained strong communication with clients and conducted meaningful meetings and conference calls to meet future business needs.
Cash Management Officer Sept 2013 - Jan 2015
Ecobank Nigeria Limited
• Proactively ordered, stocked, and maintained sufficient Cash for the branch’s demand.
• Managed all aspects of banks’ cashflows i.e., collected deposits from customers.
• Ensured that cash management and loan approval procedures are adequate, functional, and established in accordance with regulation.
• Assisted clients in using bank machines, telephone banking, mobile and online banking.
• Effectively managed the department and ensured adequate coverage of reception and banking halls. Maintained proper documentation and filing of customers’ records. Customer Service Officer @ Contact Centre Aug 2012 - Sept 2013 Ecobank Nigeria Limited
• Helped clients when they need us most, responded empathetically to a variety of questions, offered, and resolved client financial issues.
• Provided advice and education to clients and met their financial needs and provided tailored credit solutions to customers.
• Resolved problems at first point of contact in a friendly and helpful manner and maintained relationships with customers.
• Managed operational risks and adhered to compliance issues, procedures, and controls to protect client and stakeholder interests.
EDUCATION:
• Post-Graduate Diploma Business Administration, University of Uyo, Akwa-Ibom State, Nigeria – WES Evaluated
• Member of Chartered Institute of Economics, Nigeria
• Bachelor of Arts Degree in French – University of Benin, Nigeria.
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