BUKOLA MORAKINYO

• Manage staffing process, including recruiting, interviewing, hiring and onboarding
• Ensure job descriptions are up to date and compliant with all local, state and federal regulations
• Develop training materials and performance management programs which increased staff performance by 25%
• Create compensation strategy for all employees based on market research and pay surveys; keeps strategy up to date. This increased staff motivation and productivity increased by 25%
• Investigate employee issues and conflicts and brings them to resolution
• Use performance management tools to provide guidance and feedback to team
• Ensure all company HR policies are applied consistently
• Partner with management to ensure strategic HR goals are aligned with business initiatives
• Design and implement employee retention strategies. Work turnover was cut down by 70% as compared to previous years.
• Retained 100% protocol on management tools and procedural accuracy
• Implemented performance reviews and motivational strategies to elevate HR team results
• Organized and led staff orientation programs and training to promote collaboration
• Devised hiring and recruitment policies for 35 employees of the company
• Maintain HR systems and processes
• Conduct performance and salary reviews
• Analyze trends in compensation and benefits

• Liaising with various unit in the bank with respect to customer’s complaint that comes via calls emails, chats etc for resolution.

• Providing detailed information about paywithcapture to staff and customers through trainings telephone calls, emails and chat
• Respond to customers complaints with respect to paywithcapture and process returns
• Answer questions and resolve problems regarding the paywithcapture application
• Keeping staff and customers updated with latest changes and upgrade on the app
• Taking customer’s feedback and suggestions to the management .

• Handles customer’s account and payment inquiries with high efficiency and professionalism
• Calling existing customers to recommend product upgrades, renewals, add- ons, or new products by accurately describing the functions of the products and services, responding to questions and obtaining required information
• Resolving problems of the customers on banks products and services on a real time basis
• To solicit orders for services by interacting with the customers
• To prepare reports, maintain accurate reports of customer’s interactions, accounts, orders and payment through telephone communications.

• INBOUND PROCESS
• Handles customer questions, complaints, and billing inquiries with highest degree of courtesy and professionalism to resolve customer issues with one call resolution
• Offers alternative solutions where appropriate with objective of retaining customer's business
• Communicates with customers using web-based tools and demonstrates associated proficiency in typing and grammar
• Answers customers’ requests or inquiries concerning services, products, billing, equipment, claims, and reports problem areas.
• BACK OFFICE: TELECOLLECTION PROCESS
• Answer customers questions regarding problems with their accounts
• Advise customers of necessary actions and strategies for debt repayment
• Relationship management and loyalty retention
• Locate and notify customers of delinquent accounts by mail and telephone to solicit payment
• Confer with customers by telephone or mail to determine reasons for overdue payments and to review terms of sales, service, or credit contracts
• Arrange for debt repayment or establish repayment schedules and account reconciliations, based on customers' financial situations
• Record information about financial status of customers and status of collection efforts
• Locate and monitor overdue accounts, using computers and variety of automated systems.

Second Class Division