Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
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BOLUWATIFE BLESSING ADENOLA

Ikeja,Nigeria

Summary

Experienced Customer Service Specialist with over 4 years of success in client relationship management, business support, marketing, and sales. Skilled in conflict resolution, effective communication, and fostering strong client relationships. Known for a collaborative approach, positive attitude, and ability to deliver high-quality service in fast-paced, evolving environments. Adaptable and results-oriented, with a consistent track record of problem-solving and meeting dynamic business needs. Seeking to apply a customer-focused mindset and team-driven work ethic to new challenges and opportunities.

Overview

6
6
years of professional experience
6061
6061
years of post-secondary education
1
1
Certification

Work History

CUSTOMER SERVICER OFFICER

ZENITH BANK PLC
Ikeja, Lagos
09.2024 - 05.2025
  • Guided customers through bank policies, procedures, and regulatory updates to ensure compliance and understanding.
  • Assisted with account openings, closures, and general account management support.
  • Handled fraud claims and security concerns, offering prompt and accurate resolutions.
  • Provided guidance on basic financial management and product benefits to support customer decision-making.
  • Ensured adherence to anti-money laundering (AML) and know your customer (KYC) compliance standards.
  • Maintained detailed records of client interactions, supporting accurate documentation and follow-up.
  • Resolved escalated customer concerns with professionalism and tact, delivering mutually satisfactory solutions.
  • Developed strong internal and external working relationships to support seamless service delivery.
  • Identified process improvement opportunities based on performance metrics, increasing departmental efficiency.
  • Demonstrated strong analytical and problem-solving skills to address complex customer and operational issues.
  • Effectively managed time and prioritized tasks to consistently meet deadlines.
  • Contributed to daily operations through independent work and team collaboration.
  • Recognized for being self-motivated, detail-oriented, and committed to delivering high-quality results in a fast-paced environment.

FUNDS TRANSFER OFFICER

ZENITH BANK PLC
Ikeja, Lagos
08.2023 - 09.2024
  • Ensured accurate daily and weekly balancing of internal fund transfer accounts, including manager’s cheques and cash advances.
  • Processed requests for Real-Time Gross Settlement (RTGS), Nigeria Inter-Bank Settlement System (NIBSS), National Electronic Funds Transfer (NEFT), and other transfer instructions to enhance customer satisfaction.
  • Handled foreign fund transfers, including foreign drafts and telegraphic transfers, ensuring compliance and accuracy.
  • Oversaw the proper processing of remittance transactions such as excise duty payments, PayDirect, and foreign exchange applications including letters of credit, bills for collection, and traveler’s cheques.
  • Resolved customer inquiries and issues related to funds transfers promptly, contributing to improved client satisfaction.
  • Collaborated with departments including treasury, operations, and risk management to ensure smooth execution and communication of transfer-related activities.
  • Maintained high standards of data integrity by thoroughly verifying beneficiary details prior to processing.
  • Monitored transaction patterns and customer behavior to detect and report potential fraud.
  • Kept detailed and accurate records of all transactions to support audit readiness and informed management decision-making.

CUSTOMER SERVICE OFFICER

ZENITH BANK PLC
Ikeja, Lagos
02.2022 - 08.2023
  • Managed customer account information, including updating and canceling accounts as needed.
  • Processed and canceled an average of 200 orders weekly, ensuring accuracy and timeliness.
  • Handled 30+ customer interactions daily, providing detailed, personalized, and courteous service to support customer retention.
  • Increased customer retention by proactively following up on unresolved issues and applying effective problem-solving strategies.
  • Facilitated streamlined communication between customers and internal departments to ensure timely issue resolution.
  • Surpassed customer expectations by delivering exceptional service, fostering brand loyalty and advocacy.
  • Improved first-contact resolution rates by efficiently addressing customer inquiries during initial interactions.

Contact Center Agent

ACCESS BANK PLC
Ikeja, Lagos
03.2021 - 01.2022
  • Communicated with customers via phone, addressing inquiries, providing product information, and handling service cancellations.
  • Collaborated with internal departments to meet customer needs and resolve issues promptly.
  • Managed daily calls, signing up new customers, retrieving data, and recommending relevant products.
  • Achieved a 96% customer satisfaction rating within six months through effective service and problem resolution.
  • Responded to customer requests for products, services, and company information, ensuring clear communication and satisfaction.
  • Adhered to company policies and scripts, consistently meeting call-time and quality standards.
  • Demonstrated a positive attitude and focus on customer satisfaction while assisting high volumes of customers daily.
  • Managed escalated customer issues professionally, ensuring resolution while maintaining composure in high-stress situations.
  • Delivered exceptional service by leveraging in-depth product knowledge and fostering positive customer experiences.
  • Ensured compliance with industry regulations by monitoring personal interactions and adhering to organizational guidelines.
  • Streamlined communication between customers and internal teams to resolve complex issues efficiently.
  • Assisted in training new hires, sharing best practices, and providing guidance on company processes.
  • Exceeded performance metrics consistently, demonstrating a strong commitment to customer service excellence.
  • Improved customer satisfaction by resolving inquiries, complaints, and concerns in a timely and effective manner.

Teacher (NYSC)

CHRISTMARK ACADEMY
Abeokuta, Ogun State
09.2019 - 05.2020
  • Developed and issued educational content, including notes, tests, and assignments.
  • Allocated and graded classwork, assignments, tests, and examinations.
  • Prepared and distributed periodic progress reports and report cards, evaluating students' progress.
  • Planned and implemented educational activities and events, such as debates, sports activities, and year-end events.
  • Supervised preparation classes, ensuring students studied productively and met learning goals.
  • Built strong relationships with students, parents, and colleagues through open communication and fostering a supportive learning environment.
  • Managed classroom behavior by setting clear expectations, modeling appropriate conduct, and enforcing rules consistently.
  • Assessed student performance using both formative and summative assessments to inform lesson planning and instructional strategies.
  • Integrated cultural awareness into lessons, incorporating diverse perspectives and materials into the curriculum.
  • Implemented a classroom management plan that minimized disruptions, promoting a conducive learning environment.
  • Designed engaging, learning-focused activities to help students explore and grasp complex concepts.

Education

MBA - Business Adminstration

Ajayi Crowther University
Oyo

Bachelor of Arts - History And International Studies

Lagos state University
Ojo

High School Diploma - NECO

Isiu Senior Grammar School College
Ikorodu

Skills

  • Analytical and Problem-Solving Skills
  • Effective Communication and Active Listening
  • Organizational and Time Management Skills
  • Data Accuracy and Record Keeping
  • Technical Proficiency (MS Office & Excel)
  • Customer Relationship Management (CRM) and Engagement
  • Leadership and Team Development
  • Account Management and Escalation Control
  • Adaptability and Flexibility
  • Product Knowledge and Policy Adherence

Accomplishments

  • Selected for the McKinsey's Forward Program June 2022 Cohort.
  • Certificate of Completion for Design Thinking Challenge to Address Challenges Posed by COVID-19 (UNICEF/CARTEDO).

Certification

  • Certificate of Completion for NonprofitReady Nonprofit Essentials (Nonprofit Ready: A Cornerstone Foundation Initiative). July 2020
  • Certificate of Completion for NonprofitReady Fundraising Essentials (Nonprofit Ready: A Cornerstone Foundation Initiative). July 2020
  • Certificate of Completion for Handling Stress (Nonprofit Ready: A Cornerstone Foundation Initiative). July 2020
  • Jobberman Soft Skills Training. August 2020
  • Strategies for Personal Growth and Development (YALI Network). May 2020
  • Understanding the Rights of Women and Girls (YALI Network). May 2020
  • Understanding Elections and Civic Responsibility (YALI Network). May 2020
  • Management Strategies for People and Resources (YALI Network). May 2020
  • Responsible Leadership on Transparency and Good Governance (YALI Network). May 2020
  • Basic Emergency Response, First Aid and Cognitive A.E.D Skills. Janaury 2023


Timeline

CUSTOMER SERVICER OFFICER

ZENITH BANK PLC
09.2024 - 05.2025

FUNDS TRANSFER OFFICER

ZENITH BANK PLC
08.2023 - 09.2024

CUSTOMER SERVICE OFFICER

ZENITH BANK PLC
02.2022 - 08.2023

Contact Center Agent

ACCESS BANK PLC
03.2021 - 01.2022

Teacher (NYSC)

CHRISTMARK ACADEMY
09.2019 - 05.2020

MBA - Business Adminstration

Ajayi Crowther University

Bachelor of Arts - History And International Studies

Lagos state University

High School Diploma - NECO

Isiu Senior Grammar School College

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