Information Technology (Security)
DOLAPO ESTHER MUMUNI
Banking Professional - Retail Operations
36, Haseldine Meadows, Hatfield, AL10 8HB
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
15
15
years of professional experience
6
6
years of post-secondary education
2
2
Certifications
1
1
Language
Work History
Customer Service Specialist
Access Bank Plc
Osun
01.2018 - 12.2022
- Earned praises from customers as well as high-mark performance reviews from management for outstanding achievements in customer service and commitment to top-notch service quality.
- Used consultative techniques to understand customer needs and make strategic referrals to business partners.
- Mitigated customer dissatisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Identified and resolved potential problems and discrepancies, which resulted to a 34% boost in customer satisfaction and loyalty.
- Promoted the bank's products and services, and identified opportunities for sales referrals.
- Applied basic sales strategy to engage customers and present solutions to suit individual needs.
- Trained staff on banking procedures, problem solving techniques which facilitated consistency within the Branch.
Back Office Assistant
Access Bank Plc
Osun
01.2017 - 12.2017
- Planned routine operations and special projects.
- Prepared and assisted customers with individualized loan packages
- Promoted and cross-sold the bank's products and services to both existing and walk-in customers which resulted to boost in sales.
- Reconciled the branch ATM transactions and general ledgers.
- Built and maintained good business relationships with affluent customers which encouraged them to invest more with the bank.
- Gathered, organized and modeled data to assist management in making key decisions.
- Prepared and proofread reports detailing operations activities.
Class Teacher
National Youth Service Corps
Ajimoko Secondary School, Ilesha
01.2017 - 12.2017
- Assessed submitted class assignments, determined grades and reviewed work with struggling students to boost success chance.
- Communicated frequently with parents, students and faculty to provide feedback and discuss instructional strategies.
- Planned and implemented integrated lessons to meet national standards.
- Kept classroom environments consistent and focused on learning by establishing and enforcing clear objectives.
- Assessed student comprehension through regular quizzes, tests and assignments.
E-Channels Assistant/Customer Contact Officer
Access Bank Plc
Osun
07.2014 - 12.2016
- Collaborated with the team to implement the Bank’s electronic banking strategies aimed towards increasing channel usage & fee income
- Involved in enhancement initiatives and projects
- Assisted in the user testing for new projects and on-going e-channel initiatives, and participated in UAT (User Acceptance Testing)
- Tracked the availability of the E-channels and escalated errors
- Performed daily, weekly, monthly, and quarterly transactions report to track the E-channels utilization status
- Provided users with support in order to enhance their E-channels usage and performance
- Ensured the cleanliness and the ideal presentation of the bank's E-channels (ATM’s, Web Applications, SMS Banking, and Mobile Banking & Internet Banking) in the Market through instant reporting systems.
Bank Teller
Access Bank Plc
Osun
02.2013 - 07.2014
- Responsible for receiving and paying out money while keeping records of all financial transactions
- Instrumental in balancing all teller cash draws to ensure accuracy each day and minimize losses
- Consistently provided excellent customer service by building relationships and enthusiastically assisting customers
- Provided guidance to tellers in complex customer transactions, and ensured accurate daily reports.
- Sold and cross-sold bank products to new and existing customers.
- Processed customer transactions promptly, minimizing wait times.
Information Technology Intern
Osun State College of Technology
Esa-Oke
04.2012 - 01.2013
Clerical Officer
Osun State College of Technology
02.2009 - 01.2013
Education
Master of Science - Cyber Security
University of Hertfordshire
College Lane, Hatfield 01.2023 - Current
Bachelor of Science - Computer Science
Joseph Ayo Babalola University (JABU)
Ikeji-Arakeji, Nigeria 10.2018 - 10.2020
Higher National Diploma - Computer Science
Osun State College of Technology
Esa-Oke, Nigeria 04.2014 - 01.2016
National Diploma - Computer Science
Osun State College of Technology
Esa-Oke, Nigeria 09.2009 - 04.2012
Skills
Collaboration
undefinedCertification
Business Analysis - IIBA
Interests
Business Analysis
Career growth
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Success is not final; failure is not fatal: It is the courage to continue that counts.
Winston S. Churchill
Timeline
Master of Science - Cyber Security
University of Hertfordshire
01.2023 - Current
Business Analysis - IIBA
08-2021
Professional Conduct and Ethics - CIBN
06-2020
Bachelor of Science - Computer Science
Joseph Ayo Babalola University (JABU)
10.2018 - 10.2020
Customer Service Specialist
Access Bank Plc
01.2018 - 12.2022
Back Office Assistant
Access Bank Plc
01.2017 - 12.2017
Class Teacher
National Youth Service Corps
01.2017 - 12.2017
E-Channels Assistant/Customer Contact Officer
Access Bank Plc
07.2014 - 12.2016
Higher National Diploma - Computer Science
Osun State College of Technology
04.2014 - 01.2016
Bank Teller
Access Bank Plc
02.2013 - 07.2014
Information Technology Intern
Osun State College of Technology
04.2012 - 01.2013
National Diploma - Computer Science
Osun State College of Technology
09.2009 - 04.2012
Clerical Officer
Osun State College of Technology
02.2009 - 01.2013
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