ADEDOYIN OGUNSANYA
Liverpool,Merseyside
Summary
Highly skilled and adaptable customer service professional with a strong track record of resolving customer concerns and inquiries efficiently. Proficient in accurately documenting call details, preparing insightful reports, and maintaining organized documentation. Adept at delivering clear, helpful responses to retain customer loyalty and drive business success. Excellent communicator committed to providing exceptional service and ensuring customer satisfaction in fast-paced environments.
Overview
5
5
years of professional experience
7
7
years of post-secondary education
1
1
Certification
Work History
Fraud Expert
Barclays Bank UK PLC
Liverpool, United Kingdom
05.2023 - 11.2024
- Monitored fraud trends and developed suitable deterring and detection methods.
- Conducted complex investigations into fraudulent claims.
- Answered customer telephonic queries in line with policies and procedures.
- Interviewed customers and safeguarded customers from scam losses.
- Documenting findings and analysis related to delayed payment incidents, including fraud cases or suspicious activities.
Part Time Customer Service Advisor
Capita Plc- Virgin Media O2
Liverpool, Liverpool
01.2023 - 05.2023
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- Worked with call handling technology to respond to increased customers within target time frames.
- Achieved 95% customer satisfaction rate by effectively resolving inquiries and utilizing CRM tools to streamline issue tracking and follow-up, enhancing overall customer experience with Virgin Media O2 services.
Customer Service Steward
We Are Stadium
LIVERPOOL UNITED KINGDOM
02.2022 - 01.2023
- Prevented security breaches through continuous monitoring, enhancing staff and visitor safety.
- Served as Customer Service Assistant with Merseyrail, ensuring smooth and comfortable experience for railway passengers.
- Managed crowd control for over 50 events annually, ensuring compliance with safety regulations and providing on-the-spot conflict resolution to enhance attendees' experience.
Operation Officer
PERGAD TRAVELS LIMITED
LAGOS , NIGERIA
01.2020 - 01.2022
- Negotiated unique airline discounts, resulting in significant cost savings for clients.
- Resolved complaints, cancellations, and refunds with mutually beneficial solutions
- Streamlined operational workflows for travel booking processes, leading to 25% increase in efficiency and improved client satisfaction scores by integrating new automation software solutions.
Education
Master of Science - MSc Programme And Project Management
UNIVERSITY OF CHESTER
01.2022 - 01.2023
Master of Science - MSc International Tourism and hospitality Management
MIDDLESEX UNIVERSITY
01.2020 - 02.2021
Bachelor of Science - Geography and Regional Planning
LAGOS STATE UNIVERSITY
Lagos Nigeria 01.2014 - 04.2019
Skills
Transaction Monitoring and Analysis
Financial Data Analysis
Fraud Detection Tools: FICO, Falcon, SQL, VBV
Microsoft Office Suite
Regulatory Compliance
Suspicious Activity Reports (SAR)
(KYC) processes
Active Listening
Certification
Accredited Counter Fraud Technician (ACFTech)
Accomplishments
Fraud Investigation: Following the Money - Coventry University and City of London Police
Timeline
Fraud Expert
Barclays Bank UK PLC
05.2023 - 11.2024
Part Time Customer Service Advisor
Capita Plc- Virgin Media O2
01.2023 - 05.2023
Customer Service Steward
We Are Stadium
02.2022 - 01.2023
Master of Science - MSc Programme And Project Management
UNIVERSITY OF CHESTER
01.2022 - 01.2023
Master of Science - MSc International Tourism and hospitality Management
MIDDLESEX UNIVERSITY
01.2020 - 02.2021
Operation Officer
PERGAD TRAVELS LIMITED
01.2020 - 01.2022
Bachelor of Science - Geography and Regional Planning
LAGOS STATE UNIVERSITY
01.2014 - 04.2019
Similar Profiles
KAZI JANNATUL FERDOUS NADIMKAZI JANNATUL FERDOUS NADIM
Customer Service Specialist at Barclays Bank UK PLCCustomer Service Specialist at Barclays Bank UK PLC
Abhinav RajAbhinav Raj
Customer Due Diligence Manager at Barclays Bank UK PLCCustomer Due Diligence Manager at Barclays Bank UK PLC
Kaley PhillipsKaley Phillips
Customer Service Advisor at Barclays Bank UK PlcCustomer Service Advisor at Barclays Bank UK Plc