Akinyosoye Fagbamiye
Customer Service Associate
Birmingham,West Midlands
Summary
Dedicated Service-focused professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
8
8
years of professional experience
Work History
Assistant Service Manager
Heritage Bank PLC
, Kwara
04.2021 - 05.2023
- Shares branch operational responsibilities with Branch Manager including certain required reviews and approvals in accordance with Bank's policies and procedures
- Mentored team of 10 associates on effective complaint and Cash handling techniques
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training
- Ensures exceptional customer experience by observing CSR staff, providing feedback, and modeling desired behaviors
- Coordinates customer onboarding and outreach calling activities with CSR staff
- Developed comprehensive training program for new hires resulting in reduction in onboarding time
- Processed quarterly vault and ATM audits with zero error rate
- Performed banking, business administration and financial tasks to guarantee five-star service for clients
- Developed strategic plans for day-to-day financial operations
- Implemented and regularly reviewed financial controls to generate accurate and reliable financial data.
Customer Service Associate
Heritage Bank PLC
11.2019 - 04.2021
- Responded to customer calls and emails to answer questions about products and services
- Developed and actualized customer service initiatives to decrease wait times
- Solved problems with products and services by providing customers with technical support
- Responded proactively and positively to rapid change
- Followed up with customers about resolved issues to maintain high standards of customer service
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Utilized POS system to handle customer cash and credit card transactions
- Handled cash with high accuracy and took care to check bills for fraud
- Worked with floor team and managers to meet wide range of customer needs.
Customer Service Representative
WEMA Bank PLC
, Ekiti
11.2017 - 11.2019
- Responded to customer requests for products, services, and company information
- Developed strong communication and organizational skills through working on group projects
- Exercised leadership capabilities by successfully motivating and inspiring others
- Retained excellent client satisfaction ratings through outstanding service delivery
- Utilized CRM software to manage customer accounts and track performance metrics
- Built relationships with customers and community to promote long term business growth
- Maintained current knowledge of evolving changes in marketplace
- Offered advice and assistance to customers, paying attention to special needs or wants.
Customer Sale Representative
Heritage Bank PLC
, Ondo
02.2015 - 11.2017
- Offered advice and assistance to customers, paying attention to special needs or wants
- Responded to customer requests for products, services, and company information
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Updated account information to maintain customer records
- Participated in team meetings and training sessions to stay informed about product updates and changes
- Delivered polished and informative presentations to highlight products and close consistent sales
- Created 30, 60 and 90-day business plans to ambitiously pursue continued growth.
Education
High School Diploma - Business Policy and Administration
Kwara State University
Current
Bachelor of Science - Social Studies Education
Ekiti State University
2013-05
Skills
- Proficient in
- Finacle and CRM
- Customer service management
- Till counting
- Employee supervision
- Handling returns
- Mastery of customer service
- Knowledgeable in Microsoft Office
- Software
- CRM Solution
- Finacle -Banking Solution
- Retail Pay
- E-clinic Hospital solution
Timeline
Assistant Service Manager
Heritage Bank PLC
04.2021 - 05.2023
Customer Service Associate
Heritage Bank PLC
11.2019 - 04.2021
Customer Service Representative
WEMA Bank PLC
11.2017 - 11.2019
Customer Sale Representative
Heritage Bank PLC
02.2015 - 11.2017
High School Diploma - Business Policy and Administration
Kwara State University
Bachelor of Science - Social Studies Education
Ekiti State University
Similar Profiles
Vivian AgwulonuVivian Agwulonu
Customer Experience Associate at Heritage Bank PlcCustomer Experience Associate at Heritage Bank Plc
Akinyosoye FagbamiyeAkinyosoye Fagbamiye
Assistant Service Manager at Heritage Bank PlcAssistant Service Manager at Heritage Bank Plc
Ehigiator SundayEhigiator Sunday
Facility Manager at Heritage Bank PlcFacility Manager at Heritage Bank Plc
Izuchukwu AmakaezeIzuchukwu Amakaeze
Banking/Business Development Officer at Heritage Bank PlcBanking/Business Development Officer at Heritage Bank Plc
Michelle LeonardMichelle Leonard
Case Administrator at HM Prison & Probation ServiceCase Administrator at HM Prison & Probation Service