Adewale Agboke
Business Analyst
Ash,Surrey
Summary
Polite and professional person with strong communication and multitasking skills. Experienced in resolving customer complaints within company guidelines and using own initiative. Implements customer follow-up to uphold service standards and guarantee customer satisfaction.
Overview
15
15
years of professional experience
Work History
Business Analyst
Robson Moore Consulting
Warrington, UK
01.2024 - Current
- Managed 100 customers calls per and this resulted in resolution of their issues by following approved steps, escalation procedures, strong interpersonal skills and conflict resolution techniques.
- Increased sales by 20% day be promoting customer retention, maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.
- Adhered strictly to policies and procedures for continued company compliance.
- Took appropriate action to remedy customer dissatisfaction and boost loyalty.
- Led comprehensive feasibility studies, evaluating potential initiatives for viability.
Business Analyst
FirstAngle
Swindon, Berkshire
11.2022 - 04.2023
- Worked closely with stakeholders to define key performance indicators (KPIs) and establish metrics for processes and projects.
- Managed high volume of customer queries simultaneously through effective which helped to improve database.
- Devised and led operational changes to generate significant improvements and measurable results in line with business objectives.
- Delivered end-to-end IT systems and business change projects in line with project specifications.
- Identified areas for improvement, devising and implementing cost-effective solutions to improve results.
- Produced written documentation and visual presentations to report data to influence key stakeholders.
Business Analyst
Polaris Bank limited
LAGOS, NIGERIA
09.2018 - 03.2021
- Achieved 100% of annual sales target of 1 billion naira in 2021 by 100% through growth in customers investments such as fixed deposits, short term investments and low interest yielding savings.
- Managed 50 employees to drive excellent customer service, led teams assigned to remove bottle necks on-boarding process and promote paperless work environment. This significantly cut down cost in traditional paper
- Designed plan to automate entire telephone system by leveraging on cutting edge technology to reduce customer waiting time on phone, fast response to their email, social media enquiries and across multiple channels.
- Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns. Identified service gaps, developing plans to strengthen or expand offerings.
- Assisted customers with varying questions using product knowledge and service expertise.
- Drove opportunities for new and additional work with existing customers.
Internal Auditor
Skye Bank Plc
Victoria Island, Lagos
01.2009 - 08.2018
- Executed ad hoc and special investigations and reviews requested by management.
- Reported on control deficiencies to management and made recommendations to mitigate risk and add value.
- Managed end-to-end audit process from scoping to fieldwork and report writing.
- Compiled general ledger entries on short schedule with 100% accuracy.
- Analysed budgets and financial projections for accurate reporting of company performance.
- Conducted research and gathered information from multiple sources to present clear results.
Education
MBA - Business Administration
Obafemi Awolowo University
Ile Ife, Osun State, Nigeria05.2017
Bachelor of Science - Accounting
Covenant University
Sango Otta, Ogun State Nigeria.06.2007
Skills
- Strategic Planning
- Resourcefulness
- Problem-Solving
- Leadership
- Communication Skills
- Social Media Marketing
- Marketing
- Team Building
- Accounting
- Google Workspace
Timeline
Business Analyst
Robson Moore Consulting
01.2024 - Current
Business Analyst
FirstAngle
11.2022 - 04.2023
Business Analyst
Polaris Bank limited
09.2018 - 03.2021
Internal Auditor
Skye Bank Plc
01.2009 - 08.2018
MBA - Business Administration
Obafemi Awolowo University
Bachelor of Science - Accounting
Covenant University
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