Ayomide Bashir Fasakin
Summary
Customer Service Manager with over 20 years of experience delivering high-quality customer support across the Public Sector, Banking, and Construction sectors. Expertise in customer relationship management, service delivery, complaint and dispute resolution, SLA management, and customer satisfaction (CSAT). Proven ability to lead service improvement initiatives, optimize processes, and reduce operational costs while ensuring compliance and quality standards. Strong communicator with experience managing stakeholders, teams, and performance metrics, leveraging Lean Six Sigma, Kaizen, Agile, and Waterfall methodologies within large enterprise environments.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Project Service and Procurement Manager
Mutual Commitment (Construction)Company
Abuja, FCT
09.2021 - Current
- Facilitating stakeholder meetings to gather requirements and provide project updates.
- Tracking project performance metrics to identify areas for improvement and ensure compliance.
- Negotiating contracts with suppliers to secure favourable terms and conditions.
- Developing efficient workflow to reduce service downtime.
- Implementing new feedback system for more efficient performance reviews.
- Ensuring compliance with health and safety regulations at all times, reducing risk of work hazards.
- Establishing clear lines of communication between management and staff, fostering workers' harmony.
- Fostering strong relationships with clients through excellent customer service skills.
- Liaising with suppliers for smooth operation of daily activities without interruption or delay due to lack of resources.
- Delegating tasks effectively to maximize team potential and productivity.
- Improving response times, resulting in higher client satisfaction rates.
- Managing customer complaints for improved business reputation.
- Identifying training needs and opportunities to provide Continued Professional Development (CPD) for staff.
- Controlling expenses, advising on efficient use of resources to minimize unnecessary costs.
- Leading and inspired team of 67 to uphold brand standards and demonstrate professionalism.
Country Operations and Client Service Manager
Nigerian-American Medical Foundation
Ikoyi, Lagos
12.2018 - 08.2021
- Facilitated training sessions for staff to promote adherence to best practices and improve overall team performance.
- Resolved complaints, resulting in improved client retention rates.
- Administered customer inquiries promptly, ensuring high levels of customer satisfaction.
- Responded proactively to client feedback for better service provision.
- Facilitated communication channels between clients and management.
- Oversaw budgeting process, ensuring prudent financial management.
- Facilitated conflict resolution between clients and service teams to maintain positive partnerships.
- Liaised with stakeholders for transparent communication and better decision making.
- Reduced overhead costs through efficient resource allocation and budget management.
- Led and managed over 20 administrative staff to maintain smooth daily operations.
- Handled negotiations with over 15 outside vendors and service agencies to meet group needs.
Branch Operations and Service Manager
United Bank for Africa Plc
Lagos, Lagos
06.2008 - 10.2018
- Provide timely and accurate reports (institutional and regulatory) on branch operations in prescribed formats and intervals.
- Managed daily operations to ensure effective branch performance and customer satisfaction.
- Oversaw staff training and development initiatives to promote service excellence and operational efficiency.
- Collaborated with cross-functional teams to implement process improvements and enhance service delivery.
- Resolved customer complaints and inquiries promptly to maintain high service standards.
- Conducted regular performance reviews and provided feedback to team members to foster professional growth.
- Conducted risk assessments, safeguarding company's interests.
- Achieved operational excellence by rigorous monitoring of branch activities.
- Handled escalated customer complaints professionally, resolving issues promptly while preserving brand reputation.
- Managed personnel issues effectively, fostering workplace harmony.
- Ensured compliance with industry regulations and standards at all times whilst managing everyday branch operations.
- Enhanced client retention rates by delivering exceptional customer service consistently.
- Streamlined branch operations by implementing efficient processes and protocols.
- Trained new employees on company policies and procedures, helping with seamlessly team integration.
- Boosted employee morale through effective communication and leadership strategies.
- Implemented security measures, ensuring safety of branch assets and personnel.
- Coordinated with other branches to standardise operational procedures across board.
- Reviewed performance metrics regularly, identifying areas requiring improvement or intervention.
- Developed key relationships with clients to improve customer satisfaction levels.
- Led training initiatives to enhance staff productivity.
- Fostered team collaboration for improved customer service delivery.
- Monitored operations to assess and highlight results.
- Identified and resolved operational issues impacting productivity, performance or profitability.
- Created and led successful business culture focused on performance.
- Directed day-to-day work of 17 employees and motivated teams to exceed objectives.
- Served as official representative of organisation to public groups or government agencies.
- Led daily operations to ensure efficient service delivery and adherence to company policies.
Customer Service Officer
United Bank for Africa
Lagos, Lagos, Nigeria
07.2008 - 08.2010
- Assisted customers in navigating product offerings, ensuring customers' positive banking experience.
- Maintained accurate records of customer interactions, contributing to effective follow-up actions.
- Managed difficult customer situations for maintaining company reputation.
- Resolved conflicts quickly whilst preserving positive business relationships.
- Prioritized tasks as per urgency, ensuring completion of all tasks within shift.
- Maintained up-to-date knowledge about products and services, assisting in informed decision making.
- Handled multi-line phone system to facilitate timely response to inquiries.
- Addressed customer queries, resulting in enhanced customer confidence.
- Conducted regular follow-up calls for improved customer retention rates.
- Met daily targets by efficiently managing workload within set timelines. Handled over 50 customer inquires and complaints efficiently per day.
- Adapted quickly to product changes or updates, resulting in minimal disruption to service.
- Utilized strong communication skills for handling customer complaints effectively.
- Responded to customer requests with friendly, knowledgeable service and support.
- Recorded and processed customer data accurately.
- Liaised between customers and internal departments to address and resolve customer service concerns.
Accountant
Ekiti State Ministry of Education
Ado Ekiti, Ekiti State
11.2006 - 04.2008
- Remittance of internally-generated funds to government coffers.
- Efficiently managed payroll processing tasks, avoiding errors.
- Reviewed and reconciled ledgers to maintain integrity of financial data.
- Handled complex account reconciliations; ensured consistency in records, increased work efficiency by over 50%
- Managed financial records by maintaining accurate ledgers and ensuring compliance with accounting standards.
Accounts/Admin Executive (NYSC)
The Gazette Publications
Jos, Plateau State
04.2005 - 03.2006
- Resolved client inquiries and complaints effectively, contributing to improved service quality.
- Communicated with potential and existing customers in-person, over telephone and via webchat, handling over 30 client-reach-out daily, resulting in over 35% sales increase.
- Provided administrative support by maintaining accurate records and documentation for client interactions.
- Coordinated communication between departments to facilitate efficient workflow.
- Maintained accurate records and documentation to support audit processes.
- Supported financial operations by processing invoices and tracking expenses.
- Assisted in onboarding new staff by providing orientation and training materials.
Education
M.Sc - Business Administration
National Open University of Nigeria
06.2015
B.Sc - Accounting
University of Ado Ekiti
08.2004
Skills
- Very good communication and presentation skills
- Demonstrated patience
- Empathy in customer interactions/Complaint handling expertise
- Microsoft office suite mastery and excel proficiency
- Vast knowledge of DingTalk and WeChat tools usage
- Constructive feedback delivery
- CRM systems mastery/Data analysis and reporting
- Client Relationship Management/Customer retention strategies
- Emotional intelligence
Certification
- Basic Accounting Programme (H. Pierson Consulting Firm)
- Basic Banking Operations (Centennial Capital Limited)
- Understanding the Nigerian Banking Industry, Market skills and Customer Service (Leadership Development Consulting Firm)
- Certificate in Personal Effectiveness and Attitude Reorientation (JMJ Consulting Firm)
- Certificate Program in Public Procurement (CPPP)
Languages
English
Yoruba
Accomplishments
- Sustained zero fraud incidents over 11 years at United Bank for Africa (UBA) Plc by enforcing robust controls, compliance standards, and risk management practices.
- Achieved and maintained 100% customer dispute resolution, consistently meeting SLA targets and improving customer satisfaction and retention.
- Led high-quality service delivery in a high-volume banking environment, strengthening customer trust and brand loyalty.
- Reduced operational costs by 50% within two years through process re-engineering, efficiency optimization, and effective resource management.
- Most Customer-Centric Staff Awards - 2015, 2016. United Bank for Africa Plc.
References
References available upon request.
Personal Information
Hobbies and Interests.
Traveling
Meeting new people
Photography
Interests
Traveling
Meeting people
Photography
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Risk comes from not knowing what you are doing.
Warren Buffett
Software
Microsoft Office suite
Excel
DingTalk
Canva
IntelliJ
Android Studio
Timeline
Project Service and Procurement Manager
Mutual Commitment (Construction)Company
09.2021 - Current
Country Operations and Client Service Manager
Nigerian-American Medical Foundation
12.2018 - 08.2021
Customer Service Officer
United Bank for Africa
07.2008 - 08.2010
Branch Operations and Service Manager
United Bank for Africa Plc
06.2008 - 10.2018
Accountant
Ekiti State Ministry of Education
11.2006 - 04.2008
Accounts/Admin Executive (NYSC)
The Gazette Publications
04.2005 - 03.2006
M.Sc - Business Administration
National Open University of Nigeria
B.Sc - Accounting
University of Ado Ekiti