Learning new cultures
Kanyinsola Mabogunje
CX And UX Enthusiast
Reading,RDG
Summary
Dynamic customer-centric professional with a proven record of accomplishments bringing the value of customer experience and operations to bear on corporate growth objectives. With more than 15 years of progressive experience in the financial sector guiding corporate/customer real time interface (automated, telephonic or in person) and managing internal stakeholders in the advancement of customer experience, versed in strategy and execution of mind share brand building to grow key stakeholder relationships in a sensitive multi-culture setting and digitized age.
Overview
17
17
years of professional experience
Work History
Head, Service Quality Management & Innovation - Customer Engagement Group
UNITY BANK PLC
02.2020 - 12.2023
- Restructured procedures through coordination with compliance director to create and execute projects.
- Compiled research data and gave professional presentations highlighting finds and recommended optimizations.
- Evaluated diverse organizational systems to identify workflow, communication, and resource utilization issues.
- Promoted business retention and growth by providing services to 4,000+ customers per day, managing their needs and assisting with technical issues
Head, Customer Experience Management
WEMA BANK PLC
01.2019 - 01.2020
- This included classroom and digitized service trainings, internal and external service surveys, overview of mystery shopping and spot check exercises across all touch points, etc
- Led the 'Race to Top 10 project' to improve WEMA Bank's industry position by 10 places in the KPMG BICSS.
- Engaged in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.
- Increased efficiency and team productivity by promoting operational best practices.
Team Lead, Customer Advocacy & Regulations - Customer Experience Management
WEMA BANK PLC
07.2017 - 12.2018
- Developed and executed the consumer protection strategy to reduce product adoption friction by improving efficiency and customer satisfaction
- Worked different stations to provide optimal coverage and meet production goals.
- Trained new team members by relaying information on company procedures and safety requirements.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Directed and supervised team of 25, engaged in service improvement and innovation strategies.
Team Lead, Service Culture and Development - Customer Experience Management
SKYE BANK PLC (POLARIS BANK LTD)
04.2017 - 06.2017
- Trained new team members by relaying information on company procedures and safety requirements.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Coached team members in techniques necessary to complete job tasks.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
Team Lead, Contact Center (Yes Center) - Customer Experience Management
SKYE BANK PLC (POLARIS BANK LTD)
07.2016 - 03.2017
- Worked different stations to provide optimal coverage and meet production goals.
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Trained new team members by relaying information on company procedures and safety requirements.
- Managed schedules, accepted time off requests and found coverage for short shifts.
Team Lead, Operational & Complaint Management - Customer Experience Management
SKYE BANK PLC (POLARIS BANK LTD)
06.2015 - 06.2016
- Managed bank wide incoming complaints management process and structure including contact center and circa 230 branches nationwide
- Coordinated internal stakeholders in the investigations of service failure situations
- Drove strict adherence to consumer protection policies and procedures relating to customer complaints.
Analyst, Operational & Complaints Management - Customer Experience Management
SKYE BANK PLC (POLARIS BANK LTD)
02.2013 - 05.2015
- Operated complaints CRM database and reporting ensuring adequate and timely resolution and feedback to concerned stakeholders
- Designed an effective escalation process involving all stakeholders in identified issues/complaints
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
- Validated results and performed quality assurance to assess accuracy of data.
Analyst, Operational Risk Management - Enterprise Risk Management
SKYE BANK PLC (POLARIS BANK LTD)
10.2010 - 01.2013
- Developed and implemented Key Risk Indicators (KRIs) for all business segments and setting appropriate risk thresholds
- Conducted Risk Control Self-Assessment (RCSA) across all departments
- Was part of the team that implemented and continuously reviewed the Business Continuity Plan for the bank
- Created awareness of operational risk management processes across the bank.
Branch Service & Operations Manager - Private Banking
SKYE BANK PLC (POLARIS BANK LTD)
08.2008 - 09.2010
- Oversaw and monitored the standardization of customer service delivery of all operational processes in the branch
- Executed sales of consumer products
- General branch service management and administration.
Customer Service Officer - Branch Operations
SKYE BANK PLC (POLARIS BANK LTD)
06.2007 - 07.2008
- Provided primary customer support to internal and external customers.
- Assisted call-in customers with questions and orders.
- Promoted company brand and unique offerings through personalized customer service.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Education
Innovation and Strategy -
Harvard University
06.2012 - 2012.06
MBA, Strategic Management - Strategic Management
Babcock Business School
06.2010 - 2013.06
B.Ed. Guidance & Counseling/Comm. and Lang. Arts -
University of Ibadan
04.1999 - 2004.04
Skills
Team Leadershipundefined
Major Service Achievements
- Integrated service monitoring metrics and tools on all digital channels to ensure platform stability and improve user experience. This led to increased Customer Satisfaction Score from 69.65% in 2020 to 80.86% in 2021., 2020-01-01
- Developed and integrated the Customer Experience strategy to align with the Bank's overall strategic focus - Implementing SLAs, enhancing Internal service measurements and the automation of service requests., 2020-07-01
- Achieved 12% reduction in reoccurring operational customer complaints by eliminating (improving back end processes) the root causes and proactively monitoring complaint trends. This led to 10% increase in customer retention from customers with previously known complaints., 2019-10-01
- Developed the Customer Journey Map of the account opening process via all channels (Digital and InBranch) leading to a 30% increase in account opening per month., 2018-07-01
Interests
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Head, Service Quality Management & Innovation - Customer Engagement Group
UNITY BANK PLC
02.2020 - 12.2023
Head, Customer Experience Management
WEMA BANK PLC
01.2019 - 01.2020
Team Lead, Customer Advocacy & Regulations - Customer Experience Management
WEMA BANK PLC
07.2017 - 12.2018
Team Lead, Service Culture and Development - Customer Experience Management
SKYE BANK PLC (POLARIS BANK LTD)
04.2017 - 06.2017
Team Lead, Contact Center (Yes Center) - Customer Experience Management
SKYE BANK PLC (POLARIS BANK LTD)
07.2016 - 03.2017
Team Lead, Operational & Complaint Management - Customer Experience Management
SKYE BANK PLC (POLARIS BANK LTD)
06.2015 - 06.2016
Analyst, Operational & Complaints Management - Customer Experience Management
SKYE BANK PLC (POLARIS BANK LTD)
02.2013 - 05.2015
Innovation and Strategy -
Harvard University
06.2012 - 2012.06
Analyst, Operational Risk Management - Enterprise Risk Management
SKYE BANK PLC (POLARIS BANK LTD)
10.2010 - 01.2013
MBA, Strategic Management - Strategic Management
Babcock Business School
06.2010 - 2013.06
Branch Service & Operations Manager - Private Banking
SKYE BANK PLC (POLARIS BANK LTD)
08.2008 - 09.2010
Customer Service Officer - Branch Operations
SKYE BANK PLC (POLARIS BANK LTD)
06.2007 - 07.2008
B.Ed. Guidance & Counseling/Comm. and Lang. Arts -
University of Ibadan
04.1999 - 2004.04
Similar Profiles
THANKGOD NKIRU LOVETHTHANKGOD NKIRU LOVETH
Marketer at Unity Bank PlcMarketer at Unity Bank Plc
Blessing Ojone AyeBlessing Ojone Aye
Customer Service Specialist at Unity Bank Plc.Customer Service Specialist at Unity Bank Plc.
Sandra Tomotigho JesuoroboSandra Tomotigho Jesuorobo
Lead, Sales Representative at Unity Bank PlcLead, Sales Representative at Unity Bank Plc