OLADAYO AKIBU
Manchester
Summary
Customer-focused professional with track record of success in responding to customers' needs in accordance with procedures. Assertive yet polite individual with talents in drumming up new business, building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. An exceptional record of customer satisfaction, transaction monitoring, extraordinary depth of AML analysis and KYC ratings review
Overview
8
8
years of professional experience
1
1
Certification
Work History
CUSTOMER SERVICE ADVSIOR
HGS UK LIMITED
Manchester
09.2023 - Current
- Engage with customers via phone calls to address their needs and inquiries
- Provide prompt and effective responses to all customer inquiries while efficiently resolving issues
- Play a pivotal role in enhancing customer satisfaction, contributing to an improved Net Promoter Score
- Offer comprehensive information about our products and services
- Act as a liaison between customers and technical or product teams when complex issues arise
- Undertake various administrative tasks as assigned by the Supervisor.
Relationship Manager and KYC Analyst
WEMA BANK PLC
Lagos
11.2022 - 06.2023
- Managed key accounts and developed new business opportunities in the commercial market
- Secured a significant $3.8 million risk asset from a commercial customer, while also overseeing the existing portfolio
- Reviewed documentation for new customer accounts, conducting due diligence and know your customer research as part of business wide Anti-Money laundering
- Developed new business and relationships with centers of influence in the industry and other business referral sources leading to a 5% revenue and profitability increase within 5months
- Expanded the office's international trade portfolio by orchestrating Export and Import transactions valued at $80,000
- Crafted opportunities through meticulous market research, generating a low-cost liability of $1.4 million to fuel our dynamic risk asset unit.
Relationship Manager and KYC/AML Analyst
UNITED BANK FOR AFRICA PLC
01.2017 - 10.2022
- Cultivated an impressive 50 new commercial relationships while adeptly overseeing the existing ones leading to a 20% increase in revenue
- Liaised with counterparties to obtain documentation relating to AML checks
- Performed full KYC/AML reviews on the existing Nigeria and international customer base
- Analyzed transaction activity and KYC information and conducted due diligence research in support of investigations
- Managed and maintained the loan portfolio's performance, monitoring credit relationship quality to ensure sustained excellence
- Expanded the office's international trade portfolio by orchestrating Exports and Imports amounting to a substantial $150,000
- Initiated engagement with new Sales Partners resulting in 15% increase in market share
- Unleashed a powerful cross-selling strategy for the bank's product line-up, fostering unmatched customer loyalty and driving a substantial profit increment
- Created and executed specific plans, processes and budgets resulting in increased efficiency and productivity.
Call Centre Agent
ISON BPO INTERNATIONAL LIMITED
10.2015 - 12.2016
- Manned and seamlessly handled a high volume of up to 200 incoming calls, skilfully addressed inquiries, and promptly resolved concerns
- Exceeded monthly sales targets by navigating customer complaints to deliver effective solutions
- This propelled a remarkable 15% surge in revenue growth
- Offered comprehensive product and service information, significantly elevating the team's net promoter score by a notable 25%
- Swiftly identified and escalated issues to supervisors, ensuring seamless resolution and customer satisfaction
- Employed cross-selling and up selling techniques, elevating customer satisfaction by an impressive 20%
- This key move also translated to a remarkable 15% drop-in customer churn rate.
Education
B.sc - Biochemistry
University of Ibadan
Senior Secondary School Certificate - undefined
SSCE Pislib De Varsity Int'l High School
Skills
- Customer service
- Performance management
- Account updates
- Adherence to high customer service standards
- Account management
- Excellent time management skills
- Effective problem solver
- Research and due diligence
- Sales strategies
- Customer Relationship Management Software (CRM)
- Credit analysis
- Leadership
- Marketing
Certification
Data Fundamentals Certificate: Dbrown Consulting
Anti-Money Laundering (AML) Training
KYC Training
MTN Nigeria Customer Service Training
Additional Information
- HONORS AND AWARDS , Leadership Merit Awards April 2014 Awarded the leadership merit awards by Dept of Biochemistry, University of Ibadan, Ibadan, for being an outstanding leader (President of the Student Association, Academic year 2012/2013) in the department.
Languages
English
Fluent
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
CUSTOMER SERVICE ADVSIOR
HGS UK LIMITED
09.2023 - Current
Relationship Manager and KYC Analyst
WEMA BANK PLC
11.2022 - 06.2023
Relationship Manager and KYC/AML Analyst
UNITED BANK FOR AFRICA PLC
01.2017 - 10.2022
Call Centre Agent
ISON BPO INTERNATIONAL LIMITED
10.2015 - 12.2016
B.sc - Biochemistry
University of Ibadan
Senior Secondary School Certificate - undefined
SSCE Pislib De Varsity Int'l High School
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