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
Relationship building and management
Cash handling expertise
Cost control and reduction
Staff Management
Self-Motivated
Decision-Making
Compliance assessments
Documentation preparation
Customer Relations
Data Entry
Documentation and reporting
Service recommendations
Account management
Complaint resolution
CRM
Recordkeeping strengths
Creative problem solving
Service standard compliance
Administrative support
Report preparation
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