ABEJAMU ABDULQUADRI OLAWALE
Team Lead Escalation And Resolution. GTBank Contact Center.
Ajah,Lagos
Summary
Combining knowledge in Fintech, Banking, Political science, and Chattered personnel management has harnessed creativity, innovation, leadership skills to function in any organization thereby bridging existing business gaps for organizational productivity.
Overview
7
7
years of professional experience
11
11
years of post-secondary education
1
1
Language
Work History
Team Lead
GUARANTY TRUST BANK PLC
01.2024 - Current
- Lead and supervise a team handling escalated complaints from customers across all banking channels, ensuring resolution within set SLAs.
- Collaborate with operations, IT, legal, and compliance teams to resolve complex and sensitive customer issues.
- Perform root cause analysis on recurring issues, identify process gaps, and recommend policy and system improvements.
- Track and monitor resolution timelines using CRM and reporting tools, ensuring adherence to regulatory standards (CBN guidelines, NDIC requirements, etc.).
- Conduct regular team coaching and training sessions to upskill staff on complaint handling, product knowledge, and empathy-driven communication.
- Handle VIP/high-net-worth individual (HNI) complaints with direct engagement to ensure personalized service and retention.
- Prepare and present detailed complaint trend analysis and performance reports to management and external regulators.
- Implement and oversee service recovery strategies to rebuild customer trust and prevent churn.
- Manage escalations from social media, emails, and physical branches, ensuring swift and accurate resolution across all customer touchpoints.
- Represent the Contact Center in internal audit reviews and regulatory compliance checks, ensuring all cases are properly documented and closed.
- Drive continuous improvement projects focused on reducing complaint volumes and enhancing customer experience.
Team Lead
GUARANTY TRUST BANK PLC
04.2021 - 01.2024
- Supervision and development of Workforce Management staff (Exempt and Non-exempt).
- Recruiting, hiring, training, and managing a skilled workforce to meet organizational needs.
- Complete the contact centre payroll and advise HR on monthly basis.
- Maintains and analyzes workforce performance, lead analysis and staffing change data for continuous quality and productivity improvement.
- Develops presentations on recommendations and process implementations to senior management.
- Managing employee benefits such as health insurance or retirement savings plans.
- Providing employees with feedback on their performance through performance appraisals.
Supervisor
GUARANTY TRUST BANK PLC
10.2020 - 04.2021
- Daily supervision of 50 customer service agents to ensure all call metrics are met and prompt resolution given with SLA.
- Knowledge of applications usage; POSTILION, CRM, MASTERCARD and CITRIX. Also log dispute claims on external processors applications (i.e. Paydirect, Arbiter 1.0, Arbiter 2.0, Interswitch, Umpire, Moniepont dispute portal).
- Dispute resolution, chargeback requests, merchant refund and dispense error complaints resolution.
- Periodic reporting of business activities and revised strategy to improve service.
Quality Assurance
RESOURCE INTERMEDIARIES LTD
05.2018 - 10.2020
- Company Overview: Designation: Guaranty Trust Bank Plc.
- Implemented a quality control process, bringing the company into compliance with ISO standards.
- Provided extensive quality assurance training via both in-person and remote teleconferences.
- Supported a department of over 300 employees by answering questions and providing outstanding mentoring.
- Measured and monitored call quality performance against agreed KPI's, implementing recommendations as needed.
- Designation: Guaranty Trust Bank Plc.
Education
Chattered Institute of Personnel Management - undefined
Chattered Institute of Personnel Management
01.2022 - 05.2022
Bachelor’s Degree - Political Science
University of Ilorin
Ilorin, Kwara State 01.2012 - 05.2016
Senior Secondary School Certificate - undefined
Police Secondary School
Minna 01.2005 - 05.2011
Skills
Communication and interpersonal skills
Data Interpretation
Reporting using Excel
Oracle Customer Relationship Manager (CRM)
Avaya Telephone Systems
Various Banking and customer service software (Basis, E-One)
Personal Information
- Date of Birth: 08/09/94
- Gender: Male
- Place of Birth: Lagos St.
Timeline
Team Lead
GUARANTY TRUST BANK PLC
01.2024 - Current
Chattered Institute of Personnel Management - undefined
Chattered Institute of Personnel Management
01.2022 - 05.2022
Team Lead
GUARANTY TRUST BANK PLC
04.2021 - 01.2024
Supervisor
GUARANTY TRUST BANK PLC
10.2020 - 04.2021
Quality Assurance
RESOURCE INTERMEDIARIES LTD
05.2018 - 10.2020
Bachelor’s Degree - Political Science
University of Ilorin
01.2012 - 05.2016
Senior Secondary School Certificate - undefined
Police Secondary School
01.2005 - 05.2011