Bunmi Shona Bakare
Lagos
Summary
Customer-focused banking professional with six years of experience as a Branch Service Manager, specializing in customer support, problem-solving, and process optimization. Proven track record of providing outstanding customer service, managing teams, and implementing efficient solutions to meet and exceed customer expectations. Seeking to leverage strong communication skills, workflow management expertise, and experience in customer experience optimization to contribute effectively to Customer Support team.
Overview
7
7
years of professional experience
Work History
Branch Service Manager
ACCESS BANK PLC
02.2018 - Current
- Spearheaded customer service operations at the branch level, handling inquiries and resolving issues to ensure high levels of customer satisfaction and loyalty
- Managed a team of front-line employees, mentoring them to improve service quality and meet key performance indicators
- Oversaw customer onboarding and account management processes, ensuring thorough understanding and effective use of banking services
- Implemented efficient workflows to streamline customer support processes, resulting in a 15% increase in customer satisfaction ratings
- Communicated customer feedback to relevant departments, including product and service recommendations that informed product development and service enhancement
- Maintained comprehensive records of customer interactions and feedback, contributing to the development of an internal knowledge base
Executive Director / Manager
PIVOT DELIVERY SERVICES
05.2020 - 11.2020
- Managed all aspects of the dispatching process, including hiring, training, scheduling, monitoring performance, and responding to customer complaints
- Managed the dispatch center budget, including reviewing invoices and processing payments for phone services and other equipment or supplies
- Monitored communication channels during emergency situations to ensure staff members are communicating with each other effectively and efficiently
- Handled the Recruitment Processes, Procurement, Payroll and Social Media Marketing Management
- Prepared records of activities and was in charge of salary disbursement to staff
Education
B.A. - ENGLISH AND INTERNATIONAL STUDIES
Osun State University
Osun State, Nigeria08.2014
Skills
- Customer Support
- Communication
- Process Optimization
- Workflow Optimization
- Data Tracking
- Knowledge Management
- Technical Expertise
- Salesforce
- Training
- Development
- Cross-Functional Collaboration
- Revenue Generation
- Product Training
Accomplishments
- Obtained Satisfactory Branch Audit Rating for 3 years consecutively.
- Managed the Branch ATMs to be one of the top 5 performing terminals Banks wide for year 2020/2021.
- Met and surpassed yearly deposit targets.
- Had 4/5-star Branch Service Rating for 3 years consecutively.
References
Available on request.
Timeline
Executive Director / Manager
PIVOT DELIVERY SERVICES
05.2020 - 11.2020
Branch Service Manager
ACCESS BANK PLC
02.2018 - Current
B.A. - ENGLISH AND INTERNATIONAL STUDIES
Osun State University
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