Abby Shodunke

• Provided leadership and direction for team members to drive productivity and efficiency.
• Trained, mentored and coached staff to produce excellent customer service at all touchpoints in branches.
• Monitored processes and staff performance levels, implementing necessary changes to improve productivity and meet targets.
• Promoted company values and vision, ensuring full team adherence and zero service failure, zero regulatory infraction, and zero fraud.
• Managed operational service and risk issues that arose in branch activities.
• Provided timely and accurate institutional and regulatory reports.

Accomplishments:

• Successfully managed 18 UBA branches.
• Achieved over 2000% in deposit mobilisation drive.
• Achieved record-high ATM card sales that elevated the branch's income.
• Awarded Best Operations staff award 2019-2021.
• Collaborated with IT team in the development of Finacle 10X.
• Transformed branches to achieve most improved customer service rating.
• Achieved Gold rating in Service Quality Rating for eight years.
• Achieved top five in Customer Service Rating 2017 - 2021

• Worked with system developers to test the bank's new application, Finacle-10X for Nigeria, Zambia, and Senegal.
• Identified defects in the new application and provided feedback to developers to enable fixing before the application was launched
• Handled Finacle-10X end-user training for UBA Lagos staff, all staff of UBA Zambia, all staff of UBA Senegal, and new recruits in UBA Banking School.

Accomplishments :

• Received commendation for immense contribution to the successful rollout of the bank's new application, Finacle 10X.

• Provided leadership and direction to cash and teller unit.
• Continually enhanced team performance to delight customers through efficient and timely transaction processing.
• Ensured adequate control measures were observed and maintained to minimize risk of losses from frauds, errors, and robberies.

Accomplishments:

• Rose to relief-Operations Manager within one year.
• Achieved highest paying ATM in Lagos state.
• Successfully detected a major system flaw in UBA mobile banking app which assisted the Bank to frustrate illegal foreign exchange transactions.
• Received commendations for extended due diligence, attention to detail, and prompt action.

• Supervised team of 40 customer service agents.
• Managed escalated calls from agents and took appropriate follow-up actions
• Trained new team members on company processes, products and procedures.
• Monitored call quality and provided constructive feedback to team members.
• Monitored and ensured that call back promises were kept
• Collated call center statistics, sales rates, and customer service metrics.
• Managed staff roster, team rotations and time-off requests.
• Achieved high satisfaction rating from customer feedback.

• Managed over 50 customer calls and correspondence daily.
• Updated customers' accounts with right notes for future referral.
• Addressed customer complaints and provided accurate resolutions to complaints.
• Achieved high satisfaction rating through proactive resolutions of customer issues.
• Achieved sales target by cross-selling and up-selling.