Bada Olasupo Shehu
Cardiff
Summary
With extensive experience in the service industry, I bring a strong background in relationship management, customer success, and compliance, banking operations and leadership/supervisory roles.
My passion lies in creating memorable and excellent customer experiences that lead to customer satisfaction, thereby generating repeat business for the organization and further enhancing its brand.
In meeting service needs of the customers, I always demonstrate empathy and adopt creative approaches, and this has gained some recognition from my employers.
Overview
17
17
years of professional experience
Work History
Team lead, Finance Operations
Sterling Bank Plc.
03.2023 - 02.2024
- Reviewed newly advised account payables and receivables ledgers
- Onboarded and acted as 'buddy' to new hires into the department
- Provided after service support to related functional departments.
Head of Operations/Customer Service Manager
First City Monument Bank Plc.
06.2008 - 02.2023
- Diligently onboarded newly acquired accounts and transitioned relationship management of customer
- Actively cross-sold the bank's digital products through customer education and awareness, contributing immensely to retail profitability
- Maintained customer records diligently and confidentially, utilizing the organization's CRM resource
- Promoted the company's product offering through cross-selling and upselling, demonstrating a deep understanding of product features and benefits
- Professionally handled customer needs related to general inquiries, account opening, loan applications etc
- Delivered excellent customer service by promptly addressing inquiries and meeting customer needs.
Desk officer - Control and Compliance dept
Access Bank Plc.
09.2006 - 06.2008
- Frequently reviewed, analyzed and reported STR and CTR account activities on retail and business accounts as required by regulation
- Conducted thorough review and onboarding of high-risk category of accounts (PEP, NGO and credit facilities)
- Reviewed and rendered statutory reporting on closed and dormant accounts
- Ran periodic audit and spot check exercise on accounts opened for documentation review
- Conducted account maintenance review in alignment with product design, regulatory requirement and risk assessment
- Jointly organized AML/CFT trainings for critical functional units and personnel in the organization.
Education
Master in Business Administration -
Ladoke Akintola University of Technology
01.2015
Skills
- Effective communicator with keen listening skills
- Excellent team player and with strong collaborative and result-oriented disposition
- Diligence and accuracy in all tasks
- Problem-solving and conflict resolution abilities
- Astute selling skills
- Efficient time management and diverse resourcefulness
Awards
- Best regional customer service officer, 2013 FY
- Member, most profitable retail branch, 2015 FY
- Member, most profitable retail branch, 2017 FY
- Member, best support team, 2022 FY
References
Available on request.
Timeline
Team lead, Finance Operations
Sterling Bank Plc.
03.2023 - 02.2024
Head of Operations/Customer Service Manager
First City Monument Bank Plc.
06.2008 - 02.2023
Desk officer - Control and Compliance dept
Access Bank Plc.
09.2006 - 06.2008
Master in Business Administration -
Ladoke Akintola University of Technology
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