Basirat Bolaji
Lagos,NG
Summary
Knowledgeable and dedicated customer service professional. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
12
12
years of professional experience
Work History
Compliance Officer
Sterling Bank
08.2022 - Current
- Championed ethical business practices, instilling a sense of corporate social responsibility across all departments.
- Optimized resource allocation for compliance activities by analyzing data trends and focusing on high-risk areas.
- Collaborated with cross-functional teams to address compliance concerns, fostering a culture of shared responsibility.
- Mitigated potential financial penalties by proactively identifying and addressing compliance issues before regulatory reviews.
- Strengthened company reputation with development and implementation of effective compliance training program for all employees.
- Improved operational efficiency by streamlining compliance processes and reducing redundancies.
Service Manager
Heritage Bank
06.2021 - 07.2022
- Resolved approximately 50 customer complaints daily and addressed emergency requests and needs.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Demonstrated high attention to detail, organization, and ability to manage multiple tasks and projects simultaneously.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Facilitated cross-functional team collaboration, improving resolution time for complex service issues.
- Developed and maintained positive relationships with customers to build rapport and trust.
Customer Service Representative
Heritage Bank
06.2014 - 07.2021
- Answered approximately 60 incoming calls promptly daily to avoid on-hold wait times.
- Resolved customer complaints and addressed emergency requests and needs.
- Responded to customer requests for products, services and company information.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Documented and detailed calls and complaints using call center's CRM database.
- Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Processed customer payments and generated bills.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Improved resolution time with effective problem-solving for customer complaints.
Administrative Assistant/Data Entry Clerk
Lekki British School
01.2013 - 11.2013
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Performed routine clerical tasks by scanning, filing and copying documents.
- Handled incoming and outgoing mail.
- Resolved customer concerns efficiently to promote satisfaction and loyalty.
- Answered telephone calls to field inquiries from clients, vendors and various other callers seeking information.
- Maintained office supplies inventory by checking stock and ordering new supplies as needed.
- Maintained supplies inventory by checking stock to determine inventory level and ordering new supplies when inventory runs lows.
- Transferred and directed phone calls, guests and mail to correct staff members.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
- Created and updated physical records and digital files to maintain current, accurate and compliant documentation.
- Scheduled meetings booked meeting rooms and prepared meeting agendas.
Education
MBA - MBA
Heriot-Watt University
Edinburgh, UK11.2024
Bachelor of Science - Banking And Finance
Babcock University
Ogun State,Nigeria06.2012
Skills
- Customer Relationship Management (CRM)
- Live chat support
- Product Promotion
- Complaint resolution
- Microsoft Office
- Customer Service
- Organizational Skills
- Time Management
- Order Fulfillment
- Key holder experience
- Good listening skills
- Service standard compliance
- Recordkeeping strengths
- Problem-solving abilities
- Customer Relations
- Critical Thinking
Timeline
Compliance Officer
Sterling Bank
08.2022 - Current
Service Manager
Heritage Bank
06.2021 - 07.2022
Customer Service Representative
Heritage Bank
06.2014 - 07.2021
Administrative Assistant/Data Entry Clerk
Lekki British School
01.2013 - 11.2013
MBA - MBA
Heriot-Watt University
Bachelor of Science - Banking And Finance
Babcock University
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