Oluwakemi Lilian Olaniyi
Newark,United Kingdom
Summary
Compassionate and driven individual with strong communication and problem-solving skills, complemented by background in customer service and team collaboration. Demonstrates ability to adapt quickly and handle challenging situations with empathy and professionalism. Eager to contribute positively and make meaningful difference in Customer Service role.
Overview
13
13
years of professional experience
1
1
Certification
Work history
Support Worker
Lifeways Group
Newark
10.2023 - 05.2025
- Supported service users with daily living activities, personal care, and emotional support.
- Supported service users with mobility, meal preparation, companionship, and medications.
- Assisted in ensuring service users have a safe and comfortable environment while promoting independence and dignity.
- Supported in taking and recording body vitals: temperature, blood pressure.
- Provide the support needed for my team for excellent results.
- Taking evening walks with service users.
- Daily record and log of my activities and observations to ensure continuity.
Night Support Worker
Framework Housing Association
Newark
12.2023 - 09.2024
- Engaged clients in conversations to support mental and physical activities.
- Built and nurture friendly relationships with service users to reduce the feeling of loneliness.
- Supported with the mobility of service users when and where necessary.
- Provided the support needed for my team for excellent results.
- Daily log of my activities and observations to ensure continuity.
- Ensured rooms are turned around and ready for habitation.
Head of Customer Service/KYC
Nairagram LLC
07.2022 - 12.2023
- Company Overview: Nairagram is a company focused on enhancing customer satisfaction and operational efficiency.
- Led cross-functional team in implementing strategies to enhance customer satisfaction and improving operational efficiency at Nairagram.
- Identified and recommended software tools and enhancements to improve fraud detection, prevention, and reporting efforts, resulting in a 70% decrease in losses.
- Supervised and reviewed activities under B2C operations and customer service department.
- Conducted Enhanced Due Diligence on high-risk customers and performed transactional analysis using software and databases as required.
- Worked hand in hand with the Anti-Money Laundering (AML) team to flag and monitor transactions to ensure compliance with account usage and purpose, identifying threats, vulnerabilities, and suspicious behavior patterns and providing recommendations for mitigation measures.
- Collaborated closely with the payment and customer service teams to handle customer registrations, verification (KYC), and fraud investigations, offering specialized advice as needed.
- Thoroughly examined wire transfers and account payments to identify potential instances of fraud, money laundering, and terrorist financing, and subsequently flagged it to the AML team to file Suspicious Activity Reports (SAR) or equivalent documents for regulatory purposes.
- Generated analytical summaries and abstracts of suspicious accounts, supported by accurate, verifiable data and documentation, providing reasonable cause for further investigation.
- Nairagram is a company focused on enhancing customer satisfaction and operational efficiency.
Client Success Associate
Nairagram LLC
05.2020 - 07.2022
- Company Overview: Nairagram is a company focused on enhancing customer satisfaction and operational efficiency.
- Addressing customer complaints in accordance with company KYC guidelines and policies.
- Established working relationships and collaborated with key business partners across all lines of business to ensure overall unit goals and deadlines were met.
- Managing transaction orders from placement to completion.
- Upholding service level standards to ensure customer satisfaction.
- Analyzed customer feedback to drive continuous improvement initiatives.
- Ensuring the team resolves product or service issues by clarifying customer complaints, identifying the root cause of the problem, providing an explanation of the optimal solution, expediting necessary corrections or adjustments, and following up to ensure resolution.
- Nairagram is a company focused on enhancing customer satisfaction and operational efficiency.
Client Success Associate
Ping Express
01.2017 - 04.2020
- Acted as the primary point of contact for clients at Ping Express, addressing inquiries and providing tailored support.
- Managing transaction orders from placement to completion.
- Upholding service level standards and regular follow-up to ensure customer satisfaction.
- Analyzed customer feedback to drive continuous improvement initiatives.
- Ensuring the team resolves product or service issues by clarifying customer complaints, identifying the root cause of the problem, providing an explanation of the optimal solution, expediting necessary corrections or adjustments, and following up to ensure resolution.
- Collaborated with cross-functional teams to promote a culture of risk awareness and proactive management.
Customer Service Team Lead
MTN (CNSSL)
09.2012 - 12.2016
- Oversaw the customer service team's handling and resolution of billing or service complaints, adhering to documented procedures and processes.
- Managed the placement and completion of transaction orders.
- Ensured the customer service team provided clear information, revisions, and updates on available products and services upon request.
- Facilitated the introduction of business services to prospective clients, where applicable.
- Reviewed and submitted the customer service team's reports, as well as other reports, to the supervisor.
- Provided regular feedback to senior managers and stakeholders on significant developments impacting the customer service call center's operations.
- Attended team, divisional, and departmental meetings as required.
Education
Master's - Management
University of Lincoln
Master of Business Administration - Human Resource Management
Ladoke Akintola University of Technology
Ogbomosho, NigeriaBachelor of Arts - Linguistics and Languages
Adekunle Ajasin University
Ondo, NigeriaSkills
- Microsoft Office 365
- Customer Retention
- KYC Verification
- Transaction Reviews
- Regulatory Requirements
- Customer Handling
- Compliance
- Risk Assessment
- Monitoring and Reporting
- Decision Making and Judgement
- Customer Due Diligence
- Enhanced Due Diligence
- Customer Excellence Service
- Customer Relationship Management
- Customer Service
- Communication skills
- Team Leadership
- Interpersonal communication
- Product knowledge
Certification
- Scrum Master Certified, 02/25, Certified ScrumMaster (CSM)
- Effective Customer Service Delivery, 09/19, Certificate in Customer Service Excellence
- CIPD- Associate Member, 05/24, CIPD
Timeline
Night Support Worker
Framework Housing Association
12.2023 - 09.2024
Support Worker
Lifeways Group
10.2023 - 05.2025
Head of Customer Service/KYC
Nairagram LLC
07.2022 - 12.2023
Client Success Associate
Nairagram LLC
05.2020 - 07.2022
Client Success Associate
Ping Express
01.2017 - 04.2020
Customer Service Team Lead
MTN (CNSSL)
09.2012 - 12.2016
Master's - Management
University of Lincoln
Master of Business Administration - Human Resource Management
Ladoke Akintola University of Technology
Bachelor of Arts - Linguistics and Languages
Adekunle Ajasin University
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