Olayinka Adeleke Adebola
Stoke-on-Trent,STS
Summary
Dedicated and experienced customer-focused expert with nine years of experience in the service industry to deliver exceptional and recognizable service - on-site, hybrid and remotely.
Succeed in listening to customer needs, articulating product benefits and creating long lasting solutions that provide value to the customer.
Proven track record in problem - solving, building valuable and loyal customer relationships, and increasing sales through customer delight, retention, repeat business and referral.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Mental Healthcare Support Worker
North Staffordshire Combined NHS Trust
03.2024 - Current
- Building strong, positive and trusting relationships with patients by providing empathic communication, continuous support and delivering best possible personalized care.
- Enhancing patients safety and well-being by maintaining safe and secure clinical environment at all times.
- Constantly involved in therapeutic engagements and activities with patients to prevent self-harming and harm to others, geared towards recovery.
- Reducing patients anxiety by clearly and calmly explaining clinical processes and procedures - benefits and implications.
- Carrying out basic periodic health checks on patients, relating to vital signs, pains management, weight, height, pulse, temperature, etc to aid care planning.
- Regular monitoring of patients' recovery progress, identifying and proactively addressing obstacles hindering effective recovery.
- Reducing patients risks with consistent adherence to UK health practice standards and NHS best practices and patient data confidentiality regulations.
- Actively listening to patients' complaints and feedback, actioning immediate improvements to continuously elevate quality of care.
- Maintaining detailed and accurate documentation of patient activities on daily observation record sheets.
- Supported senior health professionals in implementing effective care programmes for optimized patient recovery.
Mental Healthcare Support Worker
National Care Group
11.2022 - 03.2024
- Offered physical, emotional and behavioral support to residents.
- Assisted residents with daily living activities, including personal hygiene, cleaning, cooking, shopping, grooming, and mobility.
- Facilitated social interaction and help residents build positive relationships within the care home.
- Recorded accurate and timely notes regarding residents’ progress and challenges.
- Ensured the care home remained a safe space, free from abuse, bullying or harassment, and supported residents in feeling valued and respected.
- Led and participated in activities tailored to residents’ interests and abilities to promote mental stimulation and social engagement.
- Worked closely with nurses, doctors, social workers, and family members to ensure holistic care.
Warehouse Operative
Encore Recruitment
01.2023 - 07.2023
- Picked and wrapped over 1000 ordered items for distribution in less than 2 hours using VPS.
- Loaded, unloaded, and moved over 600 items to and from storage and distribution areas in one hour, using LLOP .
- Kept warehouse stations and equipment in good working order in line with OSHA requirements.
- Achieved targets for order processing, diligently working to meet daily quotas.
- Stacked and wrapped picked items for dispatch.
- Constantly checked damaged and missed items and put them away to be replaced.
Warehouse Operative
Job and Talent Recruitment
10.2022 - 01.2023
- Scanned and picked over 400 ordered items for distribution using RF scanner.
- Loaded and off-loaded ordered / relocated items to and from the truck and warehouse.
Complex Complaint Specialist
United Bank for Africa
10.2019 - 09.2022
- Taking ownership of extremely complicated client concerns and using my innate curiosity, perseverance, active listening, relationship-building, and retention abilities as well as my capacity for connection to look into, evaluate, and resolve complaints.
- Successfully closed 98% of escalated complaints without the need for further escalation to higher management or severed business relationship.
- Resolved an average of 150+ customer complaints per month, maintaining a resolution rate of 95% within standard turnaround time (TAT) and Service Level Agreements. (SLA).
- Achieved a 90%+ customer satisfaction score (measured through post-resolution surveys) by ensuring timely and empathetic responses.
- Reduced compensation payouts related to unresolved complaints by 25% within a year by implementing proactive resolution strategies and workshops which also reduced error rates by 35% within a year.
- Prepared detailed monthly reports on complaint trends and provided actionable insights to senior management, influencing key policy changes
- Ensured 100% compliance with banking regulations and internal policies in all handled cases.
Customer Engagement Specialist
United Bank for Africa
06.2016 - 10.2019
- Built trust and rapport with customers, transforming routine interactions into opportunities to deepen loyalty and retention.
- Partnered with sales and marketing teams to reactivate 35% of dormant accounts into active users within one year, leading to an increase in profitability by 40% in the same year.
- Implemented follow-up initiatives and personalized engagement strategies that increased customer follow-up satisfaction and retention rates by 25%.
- Implemented customer-centric initiatives that resulted in a 10% growth in deposits and a 20% increase in transaction volumes over a year.
- Together with my team, reduced daily in-branch customer footfall by 50% following deliberate customer migration to robust E-Channel platforms.
Relationship Manager
United Bank for Africa
10.2013 - 05.2016
- Managed a customer portfolio of about 10,000 accounts, both individual and corporate, achieving a 19% year-on-year growth in portfolio value.
- Consistently acquired a minimum of 300 new accounts opening in one month thereby increasing the business office customer base by 10% in a year.
- Personally sold over 400 debit cards and over 3,000 as a team on monthly basis making the business office number one in card sales in the entire nation. This also contributed to the branch annual profitability by over 15%.
- Together with my team, reduced daily in-branch customer footfall by 50% following deliberate customer migration to robust E-Channel platforms which led to 30% increase in annual profit.
- Achieved 120% of annual sales targets consistently over three consecutive years.
- mobilization of deposits with a consistent monthly deposit growth of N15,000,000.
- Proactively engaged customers through regular phone calls, messages, and visitation for relationship management and customer onboarding activities including new prospects.
- Processed and disbursed over 15 loans per month, maintaining an error-free rate of 98%.
Assistant Loan Officer
Integrated Microfinance Bank
01.2011 - 09.2013
- Assisted over 300 customers per month with loan application queries, achieving a satisfaction rate of 90%+ in customer feedback surveys.
- Contributed to a loan portfolio growth of N600 million within one year by supporting the timely approval and disbursement of loans.
- Monitored over100 active loan accounts monthly to ensure timely repayments and follow-ups on overdue accounts.
- Assisted in reducing non-performing loans (NPLs) by 10% by proactively identifying early signs of delinquency.
- Facilitated the migration of 70% of loan applicants to digital channels, reducing manual paperwork and in-branch visits.
Education
Project Management & Business Analysis (In -View)
Tritek Academy
54 Langham Road, Blackburn BB1 8BH 06-2025
Bachelor of Science - Political Science
University of Ilorin,
Ilorin, Kwara State, Nigeria.08-2007
Advanced Level Certificate
Ahmadu Bello University, Zaria
Kaduna State, Nigeria08-2004
Skills
- Ability to multi-task; paying strong attention to detail
- Result Oriented
- Resilience - going the extra mile
- Exceptional complaints resolution and problem-solving capabilities
- Effective communication and interpersonal Skills
- Excellent Stakeholders management skills
- Excellent knowledge and adherence to policies and procedures
- Ability to work under pressure and meet tight deadlines (Good time management)
- Highly Proficient in CRM Software and other customer support tools
- Self motivation and ability to work independently to achieve result
- Thorough Understanding of Customer Service best practices and quality standards
- Confident and competent decision - maker for customer support
Certification
- CRS - Certified Recovery Specialist
Timeline
Mental Healthcare Support Worker
North Staffordshire Combined NHS Trust
03.2024 - Current
Warehouse Operative
Encore Recruitment
01.2023 - 07.2023
Mental Healthcare Support Worker
National Care Group
11.2022 - 03.2024
Warehouse Operative
Job and Talent Recruitment
10.2022 - 01.2023
Complex Complaint Specialist
United Bank for Africa
10.2019 - 09.2022
Customer Engagement Specialist
United Bank for Africa
06.2016 - 10.2019
Relationship Manager
United Bank for Africa
10.2013 - 05.2016
Assistant Loan Officer
Integrated Microfinance Bank
01.2011 - 09.2013
Project Management & Business Analysis (In -View)
Tritek Academy
Bachelor of Science - Political Science
University of Ilorin,
Advanced Level Certificate
Ahmadu Bello University, Zaria
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