BUKOLA MORAKINYO
Ajah
Summary
Bukola is a young, sharp, and intelligent goal getter attributed with excellence and dynamic leadership qualities. Holds Bachelor of Arts degree in English from the Olabisi Onabanjo University. A student member of Chartered Institute of Personnel Management of Nigeria. Worked in the query resolution department of Access Bank Plc - a leading financial institution in Nigeria. Bukola has been equipped with creditable field experience spanning over the years providing services to customers and ensuring delight in resolution of issues. Bukola started professional career with Airtel Nigeria and later joined Access bank plc and presently at Roye Aderibigbe & Co (Chartered Accountants) as a human resource manager. Experienced with HRIS and data-driven approaches to personnel management, benefits administration and organizational development. Record of success in improving recruitment and retention.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Human Resource Manager
Roye Aderibigbe & Co
01.2021 - Current
- 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
Customer Service Executive
ACCESS BANK QUERY RESOLUTION
02.2017 - 01.2021
- Liaising with various unit in the bank with respect to customer’s complaint that comes via calls emails, chats etc for resolution.
Manager
NSPRI house, Access Bank Plc
02.2014 - 01.2021
PAYWITHCAPTURE CUSTOMER SUPPORT
01.2016 - 02.2017
- 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 .
OUTBOUND PROCESSES
02.2014 - 10.2015
- 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.
Customer Solutions Provider - Supervisor
Airtel Nigeria, Opic Tower
11.2012 - 02.2014
- 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.
English teacher/ House mistress
NYSC, Victory Christian College
07.2011 - 06.2012
Education
Bachelor of Arts - English
Olabisi Onabanjo University
Ago-Iwoye, Ogun State, Nigeria2010
Skills
- Performance Management Systems
- Budget Administration
- Administering Disciplinary Procedures
- Compensation and Benefits Administration
- Policy Improvement Recommendations
- Employee Relations Oversight
- Negotiation Tactics
- Hiring Trends and Analysis
- Bargaining Agreements
- HR Transformation
- Talent Review
- Human Capital Management (HCM)
- Employee Handbook Development
- Payroll Coordination
- HR Strategy
- Workforce Improvements
- Personnel Recruitment
Accomplishments
- Cut new hire processing times.
- Manage recruiting, benefits and payroll.
- Implement work from home policy to reduce unnecessary usage of PTO.
- Designed and executed employee benefit programs.
- Supervised team of 46 staff members.
- Resolved product issue through consumer testing.
Certification
- SHRM-SCP - SHRM Senior Certified Professional - In view
Timeline
Human Resource Manager
Roye Aderibigbe & Co
01.2021 - Current
Customer Service Executive
ACCESS BANK QUERY RESOLUTION
02.2017 - 01.2021
PAYWITHCAPTURE CUSTOMER SUPPORT
01.2016 - 02.2017
Manager
NSPRI house, Access Bank Plc
02.2014 - 01.2021
OUTBOUND PROCESSES
02.2014 - 10.2015
Customer Solutions Provider - Supervisor
Airtel Nigeria, Opic Tower
11.2012 - 02.2014
English teacher/ House mistress
NYSC, Victory Christian College
07.2011 - 06.2012
Bachelor of Arts - English
Olabisi Onabanjo University
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