Damilola Onabadejo

• Company Overview: Domain: Cash & Card Operations, Customer Experience, Contact Centre
• Investigated and resolved complex cash and debit card transaction issues escalated from frontline contact center teams.
• Collaborated with product and operations teams to map and enhance customer journeys for card activation and payment disputes.
• Gathered detailed requirements to support the development of tools and streamlined processes for the Cash and Card team.
• Designed and maintained up-to-date playbooks and knowledge bases for internal teams handling new payment products and customer interactions.
• Delivered training and support materials for contact center teams, ensuring high adoption and consistent service quality.
• Utilized data insights to address high-impact executive complaints and proactively prevent recurring issues.
• Participated in agile ceremonies including sprint planning, backlog grooming, and retrospectives, ensuring features were aligned with user stories and acceptance criteria.

KEY ACHIEVEMENTS

• Domain: Cash & Card Operations, Customer Experience, Contact Centre
• Reduced card activation time by 46 hours (from 48 to 2 hours) by redesigning onboarding processes and enabling e-KYC.
• Decreased call volumes by 30% and increased first-contact resolution by 20% through chatbot implementation and updated playbooks.

Project: ATM Software Upgrade (Postillion to BWAC)

• Company Overview: Domain: Operations, Banking Technology, Compliance, Payments
• Conducted a gap analysis of ATM systems and led the implementation of new card software (Bank World ATM Client).
• Coordinated UAT and rollout, ensuring seamless customer access to card services.
• Monitored software performance post-launch, ensuring compliance with cash dispensing protocols and system uptime standards.

Project: KYC Remediation Portal

• Led the design and automation of the KYC verification process, integrating document validation to reduce onboarding delays.
• Reduced manual errors and compliance review times by automating workflows for risk-tiered customers.

Project: Cloud-Based Procurement System

• Spearheaded the digital transformation of procurement processes, enhancing accessibility and security of transaction records.
• Developed training documentation for onboarding stakeholders to the new system.

Project: Mobile Banking App Upgrade

• Created detailed BRDs, FRDs, and use cases to support enhancements in mobile payments and balance tracking functions.
• Collaborated with SMEs to validate business needs and translated them into actionable system requirements.
• Domain: Operations, Banking Technology, Compliance, Payments