OSADEMWENIGIE LOIS OLADIMEJI
Bournemouth
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude seeking to maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills with a willingness to take on added responsibilities to meet team goals. I am diligent and skilled at listening to customers, exceeding productivity targets and maintaining current knowledge of company offerings. I solve problems quickly to retain customers and delivers high level of service in every interaction.
Overview
15
15
years of professional experience
9
9
years of post-secondary education
Work History
Head of Branch Banking Services
First Bank Nigeria Plc
Zaria
02.2020 - 10.2022
- Managed team of 30 employees, overseeing the daily activities and professional growth of branch staff
- Reduced or eliminated different types of financial discrepancies by improving documentation and reporting accuracy for budget and operational controls
- Collaborated with various units to provide quality control for customer service, production and output across branch operations
- Developed strategic plans for day-to-day financial operations.
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
- Implemented and regularly reviewed financial controls to generate accurate and reliable financial data.
- Complied with established internal controls and policies.
Head Customer Service Representative
First Bank Nigeria Plc
Zaria
03.2012 - 01.2020
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Used CRM to keep records of customer interactions, customer accounts, and file documents.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Prepared reports by collecting and analyzing customer information.
- Evaluated customer service staff performance and provided constructive feedback.
- Conducted regular staff meetings to discuss customer service issues and potential solutions.
- Handled day-to-day customer contact via phones and emails.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Trained new personnel regarding company operations, policies and services.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Increased efficiency and team productivity by promoting operational best practices.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Retail Credit Officer
First Bank Nigeria Plc
Zaria
07.2008 - 03.2012
- Recommended approval or disapproval of commercial, real estate or credit loans.
- Assisted customers with completing loan applications and other paperwork.
- Processed loan applications and monitored progress from start to finish.
- Evaluated loan requests and documents to verify accuracy and completeness.
- Organized and finalized loan applications for underwriter review.
- Obtained and reviewed credit reports, credit references, credit insurance and financial statements to establish credit limits for new accounts.
- Performed semi-annual account credit limit reviews and credit increase review requests from financial service and sales teams.
- Reduced past due balances and bad debt by coordinating collection efforts with customer service, sales and billing departments.
- Devised collection recovery strategies to resolve customer issues and delinquent cases.
- Adhered to banking standards and government lending guidelines for loan services.
- Analyzed applicants' financial status and credit and property evaluations to determine loan feasibility.
- Explained very technical financial information to applicants in easy to understand language.
Customer Service Officer
First Bank Nigeria Plc
Zaria
05.2007 - 07.2008
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Provided primary customer support to internal and external customers.
- Assisted call-in customers with questions and orders.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Promoted company brand and unique offerings through personalized customer service.
- Completed data entry to record call notes, suggestions and questions.
- Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
- Responded to customer calls and emails to answer questions about products and services.
- Communicated with clients regarding account services, statements, and balances.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Tracked customer service cases and updated service software with customer information.
Education
Master of Science - Finance
Bournemouth University
Dorset, United Kingdom 09.2022 - Current
Masters - Banking and Finance
Ahmadu Bello University
05.2009 - 12.2012
Bachelor of Science - Accounting
Benson Idahosa University
Benin-City, Nigeria 01.2001 - 12.2005
Skills
Budget forecasting
Timeline
Master of Science - Finance
Bournemouth University
09.2022 - Current
Head of Branch Banking Services
First Bank Nigeria Plc
02.2020 - 10.2022
Head Customer Service Representative
First Bank Nigeria Plc
03.2012 - 01.2020
Masters - Banking and Finance
Ahmadu Bello University
05.2009 - 12.2012
Retail Credit Officer
First Bank Nigeria Plc
07.2008 - 03.2012
Customer Service Officer
First Bank Nigeria Plc
05.2007 - 07.2008
Bachelor of Science - Accounting
Benson Idahosa University
01.2001 - 12.2005
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