Ayomide Bashir Fasakin
Abuja,Nigeria
Summary
A highly skilled professional with expertise in client relationship management and customer service, demonstrating exceptional communication and presentation skills. Proficient in CRM systems, Microsoft Office Suite, and Excel, with a strong ability to handle complaints and deliver constructive feedback. Known for empathy in customer interactions and proactive anticipation of client needs, contributing to effective customer retention strategies. Advanced IT literacy supports data analysis, reporting, budgeting, forecasting, and KPI monitoring. Committed to leveraging emotional intelligence to enhance customer satisfaction and drive business success.
Overview
21
21
years of professional experience
7
7
years of post-secondary education
1
1
Certification
Work history
Project Accountant/Procurement Manager
Mutual Commitment (Construction)Company
Abuja, FCT
09.2021 - Current
- Produced detailed financial reports and forecasts to support decision-making for project budgets.
- Managed financial records and ensured compliance with regulatory requirements for various projects.
- Implemented cost-control measures to optimise resource allocation across procurement activities.
- Monitored supplier performance and maintained effective relationships to ensure timely deliveries.
- Assisted in the development of procurement strategies that aligned with organisational objectives.
- Trained and mentored junior staff in accounting practices and procurement procedures.
- Improved internal controls with rigorous compliance reviews and process improvements.
- Conducted market research to identify potential vendors and evaluate procurement options.
- Conducted regular reviews of project costs to maintain budget control.
- Advised on cost reduction strategies leading to significant savings over projects lifetime.
- Collaborated closely with external auditors during yearly audits to ensure compliance.
- Increased operational transparency with detailed project budget reports.
- Prepared and presented financial forecasts to aid in strategic planning.
- Reconciled invoices and purchase orders to ensure accuracy and compliance.
- Assisted in the preparation of annual budgets, improving overall fiscal management.
- Liaised effectively with project managers for accurate resource allocation reporting.
- Analysed project costs, resulting in more accurate budget forecasting.
- Ensured timely payments by diligently monitoring accounts receivable and payable.
- Controlled worker's compensation claims by eliminating unnecessary filings and streamlining processes.
- Organised and carried out month-end, quarterly and year-end processes.
- Compiled general ledger entries on short schedule with 100% accuracy.
- Trained new employees on accounting principles and company procedures.
- Managed financial updates, watch lists and insurance files.
- Managed suppliers' performance through regular reviews and feedback.
- Conducted market research to identify potential suppliers and evaluate their capabilities.
- Supervised a team of junior buyers, fostering their professional development.
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.
- Coordinated team efforts to meet customer needs and expectations.
- Crafted comprehensive reports on client feedback to drive service enhancements and operational adjustments.
- Facilitated conflict resolution between clients and service teams to maintain positive partnerships.
- Managed client relationships to ensure customer satisfaction and loyalty.
- Wrote engaging, entertaining and informative media scripts for different uses.
- Conducted regular staff training sessions, improving team skills and knowledge.
- Oversaw compliance with regulatory requirements to maintain high standards of care and operational integrity.
- Identified bottlenecks, implemented solutions, increased productivity.
- Negotiated contracts with suppliers for cost-effective procurement of resources.
- Liaised with stakeholders for transparent communication and better decision making.
- Analysed performance metrics, identified areas for improvement in operations management.
- Reduced overhead costs through efficient resource allocation and budget management.
- Led and managed administrative staff to maintain smooth daily operations.
- Handled negotiations with outside vendors and service agencies to meet group needs.
Branch Operations and Service Manager
United Bank for Africa Plc
Lagos, Lagos
09.2010 - 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 the 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 a harmonious workplace environment.
- Ensured compliance with industry regulations and standards at all times whilst managing everyday operations at the branch.
- 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 them integrate seamlessly into the team.
- Boosted employee morale through effective communication and leadership strategies.
- Implemented security measures, ensuring safety of assets and personnel at the branch.
- Coordinated with other branches to standardise operational procedures across the network.
- 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 [Number] 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
- Delivered exceptional customer service by addressing inquiries and resolving complaints efficiently.
- Assisted customers in navigating product offerings, ensuring a positive shopping experience.
- Collaborated with team members to streamline processes and enhance service delivery.
- Maintained accurate records of customer interactions, contributing to effective follow-up actions.
- Managed difficult customer situations for maintaining company reputation.
- Followed company guidelines to ensure consistent quality of service.
- Improved customer satisfaction by providing prompt and efficient service.
- Assisted colleagues during peak hours, ensuring overall productivity of the team.
- Learnt new software systems rapidly, enhancing overall work efficiency.
- Collaborated closely with team members to provide seamless service experience.
- Streamlined information flow through organised record keeping.
- Resolved conflicts quickly whilst preserving positive business relationships.
- Delivered high-quality service with attention to detail and professionalism.
- Prioritised 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.
- Promoted a welcoming atmosphere, leading to increased return customers.
- Met daily targets by efficiently managing workload within set timelines.
- Adapted quickly to product changes or updates, resulting in minimal disruption to service.
- Utilised strong communication skills for handling customer complaints effectively.
- Responded to customer queries and provided excellent customer service.
- Responded to customer requests with friendly, knowledgeable service and support.
- Recorded and processed customer data accurately.
- Registered customer information to maintain accurate records.
- Liaised between customers and internal departments to address and resolve customer service concerns.
- Provided professional and helpful support to new and existing clients.
- Applied best practices to comply with customer service procedures.
- Participated in meetings to discuss goals and sales target.
Accountant
Ekiti State Ministry of Education
Ado Ekiti, Ekiti State
11.2006 - 04.2008
- Handled staff payroll
- Remittance of internally-generated funds to government coffers.
- Efficiently managed payroll processing tasks, avoiding errors.
- Generated accurate financial reports using advanced software tools.
- Reviewed and reconciled ledgers to maintain integrity of financial data.
- Handled complex account reconciliations; ensured consistency in records.
- Optimised financial performance by monitoring key indicators.
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.
- Updated client databases regularly to ensure data integrity and support sales efforts.
- Handled staff payroll.
- Communicated with potential and existing customers in-person, over telephone and via webchat.
- Provided administrative support by maintaining accurate records and documentation for client interactions.
- Assisted in managing daily administrative tasks to ensure smooth operations.
- 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
Abuja, FCT 01.2014 - 06.2015
B.Sc - Accounting
University of Ado Ekiti
Ekiti State 02.1999 - 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
- 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)
Languages
English
Yoruba
Referees.
To be provided On Request.
Hobbies and Interests.
Reading, Indoor games, Scrabble and chess, Video Games
Accomplishments
Most Customer-Centric Staff 2015, 2016. UBA Plc.
Personal Data
- Sex: Male
- Date of Birth: 16th March, 1981
- Place of Birth: Ekiti State
- Language: English and Yoruba
- Marital Status: Married
References
References available upon request.
Timeline
Project Accountant/Procurement Manager
Mutual Commitment (Construction)Company
09.2021 - Current
Country Operations and Client Service Manager
Nigerian-American Medical Foundation
12.2018 - 08.2021
M.Sc - Business Administration
National Open University of Nigeria
01.2014 - 06.2015
Branch Operations and Service Manager
United Bank for Africa Plc
09.2010 - 10.2018
Customer Service Officer
United Bank for Africa
07.2008 - 08.2010
Accountant
Ekiti State Ministry of Education
11.2006 - 04.2008
Accounts/Admin Executive (NYSC)
The Gazette Publications
04.2005 - 03.2006
B.Sc - Accounting
University of Ado Ekiti
02.1999 - 08.2004