Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Timeline
References
Generic
Janet Olusegun

Janet Olusegun

Ikeja

Summary

Dynamic and results-oriented Customer Experience Team Lead with over four years of progressive expertise in delivering exceptional service, leading high-performing teams, and enhancing customer satisfaction. Proven track record in driving customer acquisition, resolving complex issues, and promoting digital channel adoption. Strong leadership and communication skills, complemented by a solid analytical foundation, facilitate the improvement of operational efficiency and the cultivation of customer loyalty. Committed to applying extensive knowledge in customer relations, team management, and innovative problem-solving to significantly impact a forward-thinking organization’s customer experience goals.

Overview

6
6
years of professional experience

Work History

Account Officer (Intern)

S & A Project Limited Company, Ilorin, Kwara State.
08.2015
  • Supported the accounting department by performing administrative and clerical functions.
  • Handled communications with clients and vendors via phone, email, and in-person.
  • Processed transactions, updated ledgers, and assisted with audits and resolving discrepancies.

Customer Experience Officer – E-channel

Guaranty Trust Bank (GTCONNECT)
01.2024 - Current
  • Managed customer’s emails engagement, providing efficient solutions and addressing customer inquiries to meet their needs.
  • Actively review engagement, empathetically understanding concerns, and resolving issues efficiently to ensure a positive customer experience.
  • Provided detailed information on products and services, empowering customers to make informed decisions.
  • Maintained accurate customer records and documented all interactions diligently within the CRM system.
  • Identified and capitalised on opportunities to upsell or cross-sell relevant products and services that would benefit the customer.
  • Adhered strictly to email scripts and guidelines, ensuring consistent quality and professionalism in all customer interactions.
  • Collaborated closely with colleagues and supervisors to resolve complex issues and continuously improve overall service quality.
  • Maintained up-to-date knowledge of all products, company policies, and industry trends to provide accurate and relevant information.

Customer Experience Officer – Outbound

Guaranty Trust Bank (GTCONNECT)
09.2021 - 01.2023
  • Managed customer acquisition initiatives through outbound sales promotions and marketing calls, successfully onboarding new customers while upholding high ethical selling standards.
  • Promote customer retention and loyalty through proactive engagement and exceptional service delivery.
  • Cross-selling and upselling of GTB's diverse product and service offerings, contributing to revenue growth.
  • Acted as a critical business continuity team member, providing swift and effective solutions for complex issues related to cards, NIBSS fund transfers, bill payments, and visa fee payments via internet/mobile banking.
  • Resolved a wide range of account operation issues for customers, including diaspora clients, ensuring seamless banking experiences.
  • Utilized CRM systems to meticulously log all customer interactions and outcomes, contributing to comprehensive customer profiles and service improvement.
  • Fostering a high-performance culture focused on service excellence and customer satisfaction.

Finance Trainee (Inventory Officer)

Superlife Multilevel Marketing Company
11.2020 - 03.2021
  • Administered an adequate benefit and compensation system through the preparation and updating of payroll.
  • Ensured accurate statutory deductions such as PAYE, Pension, WHT and VAT as and when due.
  • Maintained and updated store register for the accounting department.
  • Managed a system of record keeping for cash management, accounts payable and petty cash transactions.
  • Managed Stocks by receiving and processing store requisition forms from all departments, examining stock levels, and processing for re-order.

Accounting Intern (NYSC)

Ministry of Commerce, Industry & Cooperatives, Lagos.
11.2019 - 11.2020
  • Prepared financial statements and carried out audit work for client companies.
  • Procured compliance certificates for clients (TCC, NSITF, SCUML, ITF, and PENCOM certificates).
  • Prepared financial reports and filed various tax returns (Company Income Tax (CIT), Personal Income Tax (PIT), Value Added Tax (VAT), and Withholding Tax (WHT)).

Education

Associate of Applied Science - Accounting

CROWN POLTECHNIC ADO-ODO
Ekiti State
08-2019

ND - Accounting

Kwara State Polytechnic
Ilorin, Kwara State
01.2015

Skills

  • Customer experience management

  • CRM systems proficiency

  • Communication & Interpersonal Skills: Excellent Verbal and Written Communication, Active Listening, Persuasion, Empathy, People Management, Stakeholder Communication

  • Problem Solving & Analytical Skills: Complex Issue Resolution, Root Cause Analysis, Financial Acumen, Data Interpretation, Critical Thinking

  • Digital Channels & Products: Digital Banking Adoption, Mobile App & Internet Banking Support, Product & Service Upselling/Cross-selling

  • Technical Proficiency: Microsoft Office Suite (Excel, Word and PowerPoint), QuickBooks (basic), Enterprise Resource Planning (basic)

  • Bank reconciliation

Accomplishments

  • Lead a team of 40 customer experience specialists, across all touchpoints; Result: Improved customer satisfaction by 25% within 3months through targeted coaching and performance tracking,
  • Developing and delivered training sessions to upskill new team members
  • Monitored team performance using CRM analytics; this increased customer retention by 15% over a 6month period
  • Collaborated with cross functional departments (eg, product nd tech teams to streamline customer support workflows: This enhanced internal communication to reduce backlog by 35%

Affiliations

Student Member (Skill Level) – Institute of Chartered Accountant of Nigeria (ICAN)

Timeline

Customer Experience Officer – E-channel

Guaranty Trust Bank (GTCONNECT)
01.2024 - Current

Customer Experience Officer – Outbound

Guaranty Trust Bank (GTCONNECT)
09.2021 - 01.2023

Finance Trainee (Inventory Officer)

Superlife Multilevel Marketing Company
11.2020 - 03.2021

Accounting Intern (NYSC)

Ministry of Commerce, Industry & Cooperatives, Lagos.
11.2019 - 11.2020

Account Officer (Intern)

S & A Project Limited Company, Ilorin, Kwara State.
08.2015

Associate of Applied Science - Accounting

CROWN POLTECHNIC ADO-ODO

ND - Accounting

Kwara State Polytechnic

References

Available on request

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Janet Olusegun