IFEOLUWA ADELEKE
Luton,Bedfordshire
Summary
Problem-solving individual with experience coordinating branch operations for improved service delivery. Knowledgeable in current banking laws and standards to uphold banking compliance. Built positive relationships with staff and customers for productive, helpful support.
Overview
4
4
years of professional experience
5
5
years of post-secondary education
Work History
Head of Operations
United Bank for Africa
Oko Oba, Lagos
06.2021 - 01.2023
- Empowered Operations team through early morning training sessions to achieve excellent and exceptional services provided to customers.
- Minimised discrepancies by effectively training employees on best practices, policies and procedures through online trainings using Microsoft Teams.
- Monitored and reviewed operational performance, aiding improved business strategy to maximise productivity.
- Strategically scheduled and managed 15 staff members, maintaining high-performing business operations.
- Reduced expenditures by implementing inventory control measures and improving organisational operations.
- Noted employee absences and grievances, and improved team development and performance with right training.
- Drove performance while managing and maintaining customer expectations, quality standards and SLAs.
- Worked constructively with sales team by urging team members to provide new accounts generating new business opportunities and supporting company growth.
- Managed and motivated high-performing teams for successful KPI attainment.
Customer Service Officer
United Bank for Africa
Dopemu, Lagos
12.2018 - 05.2021
- Recorded and processed customer data accurately in account creation. through the use of Finacle and Smart Process.
- Answered and re-directed calls to the right team for swift resolution and customer's satisfaction.
- Responded to customer queries and provided excellent customer service.
- Responded to and summarised customer complaints and feedback to the Head Office's Customer Fulfillment Centre.
- Participated in meetings to discuss goals and sales target for the month and the year.
- Engaged in team-building activities to build rapport with staff.
Education
Master of Business Administration - Financial Services
University of Hertfordshire
Hatfield 01.2023 - 01.2024
Bachelor of Science - Banking and Finance
Federal University of Abeokuta
Abeokuta 10.2012 - 02.2017
Skills
- Kaizen
- Communication
- Operational planning
- Workflow optimisation
- Customer Service
- Empathy
- Problem Solving
- Active listening
- Self - Control
- Problem-solving
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Master of Business Administration - Financial Services
University of Hertfordshire
01.2023 - 01.2024
Head of Operations
United Bank for Africa
06.2021 - 01.2023
Customer Service Officer
United Bank for Africa
12.2018 - 05.2021
Bachelor of Science - Banking and Finance
Federal University of Abeokuta
10.2012 - 02.2017
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