Microsoft Tools
OYINKANSOLA TOBUN
Customer Service Manager | Human Resources Enthusiast
Lagos
Summary
Dedicated Customer Service Manager and Human Resources Enthusiast with extensive knowledge in service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results, while also fostering a strong interest in human resource management.
Overview
13
13
years of professional experience
20
20
years of post-secondary education
5
5
Certifications
Work History
Customer Service Manager
Joat Construction Limited (Hybrid)
2 2023 - Current
- Supervising day-to-day operations in the customer service department
- Responding to customer service issues in a timely manner
- Creating effective customer service procedures, policies, and standards
- Developing customer satisfaction goals and coordinating with the team to meet them on a steady basis.
Client Support Team Lead (Africa)
E-Global Trade & Finance Groups (Forex4you) Hybrid
06.2021 - 12.2022
- Managing the customer support department’s day-to-day functions, by helping with daily issues, and serving customers by providing products and services
- Take responsibility for the development of all team members, ensuring that their skills and knowledge are kept up-to-date and relevant
- Determining reason and finding a solution on how to solve team members' issues and reach targets
- Constantly monitoring and improving provided service quality and submitting reports according to CS quality review guidelines
- Implementing customer support processes to enhance customer satisfaction
- Compliance with customer service to company standards
- Identified client needs and suggested appropriate services to enhance the client experience
- Interviewing and hiring new employees
- Liaising with the HR team, to organizing training for team members Informing the team of all new information related to products, procedures, and trends
- Understand and appreciate market trends, competitors' movements, and industry information to serve customers better.
Team Lead E-Banking
Access Bank Contact Center
03.2019 - 06.2021
- Take ownership and responsibility for all electronic delivery channels to create an efficient, functional, and user-friendly E-Branch for customers
- Providing Branch support services and training on electronic products and services (Internet and Mobile Banking, Token, WhatsApp Banking, USSD, Electronic Statement, and Transaction Alert)
- Manage the team and ensure they always give up most customer service
- Work with resolution partners to establish the root causes for complaints and identify processes for review or improvement to help reduce the overall complaints
- Develop a framework for the complaints handling process company-wide to ensure all complaints received are accurately recorded/captured
- Oversees the daily operations of all Electronic Banking department functions, takes ownership, and ensures timely response and resolution of customer issues
- Analysis of customer usage of electronic resources, and works with the marketing department to increase usage of electronic banking delivery channels
- Trained staff and monitored progress for the extent of their probationary period while achieving high levels of productivity
- Ensuring members adhere to company policy, e.g., Attendance, clean desk policy, and dress code.
E-banking Specialist
Access Bank
12.2017 - 03.2019
- Handles daily target of incoming complaints and resolves customers' queries through relevant system and application within agreed service level
- Capturing and logging customers’ details and call information
- The captured information is used for create better experiences with products and Services for customers
- Up sell and cross sell company's products and services and offer professional advice to prospective customers on suitable products and services
- Ensure proper follow up on queries by liaising with various groups to ensure queries are resolved within stipulated Service Level
- Prepare the downtime report for the unit, which is used in monitoring/ensuring the effectiveness in the usage of the applications in the call center thereby ensuring customer satisfaction.
Settlement and Reconciliation Unit
Access Bank Plc (Internship)
10.2014 - 01.2015
Personal Banking Officer/ Customer service
Ecobank Plc Abeokuta (Internship)
07.2012 - 10.2012
Personal Banking Officer/ Customer service
Ecobank Plc Abeokuta (NYSC)
08.2011 - 07.2012
Education
M.Sc. Public Administration - Public Administration
University of Lagos, Akoka
Lagos 04.2001 - 04.2021
B.Sc. Political Science - undefined
University of Lagos, Akoka
Diploma in Political Science - undefined
University of Lagos, Akoka
Skills
Customer Relationship Management
Customer Service
Project Management
Process Improvement
Strategic Planning
Standard Operating Procedure Creation
Problem-Solving
Leadership
Customer Satisfaction Enhancement
Complaint Handling and Resolution
Certification
HR Analytics with excel (Beginer)
Accomplishments
Access Bank - E-Banking Specialist and Team Lead
- Streamlined Email Management: Identified and resolved mail backlog issues by implementing a time-slot allocation system, resulting in improved team performance and prompt handling of client issues.
- Enhanced Card and E-Channel Blocking Process: Suggested and implemented a unified blocking process for customer profiles, reducing resolution time and enhancing first contact resolution.
E-Global - Client Support Team Lead
- Established Client Support Structure: Developed and implemented the Standard Operating Procedures (SOP) and process flow for the client support team, laying the foundation for efficient operations in a startup environment.
References
Available on Request
Software
Google Cloud and Workplace
Flexcube (Oracle)
Fimi ITC Software
UPDM(Unified Payment Dispute Manager)
Extra Switch by Interswitch
TWCMS (Transware Card Management System)
Dynamic CRM
Siebel CRM
Jira
Avaya Application
3Cx Application
Slack, Zoho
Entrust
Bankworld
Vanso
Zendesk
Timeline
Client Support Team Lead (Africa)
E-Global Trade & Finance Groups (Forex4you) Hybrid
06.2021 - 12.2022
Team Lead E-Banking
Access Bank Contact Center
03.2019 - 06.2021
E-banking Specialist
Access Bank
12.2017 - 03.2019
Settlement and Reconciliation Unit
Access Bank Plc (Internship)
10.2014 - 01.2015
Personal Banking Officer/ Customer service
Ecobank Plc Abeokuta (Internship)
07.2012 - 10.2012
Personal Banking Officer/ Customer service
Ecobank Plc Abeokuta (NYSC)
08.2011 - 07.2012
M.Sc. Public Administration - Public Administration
University of Lagos, Akoka
04.2001 - 04.2021
Customer Service Manager
Joat Construction Limited (Hybrid)
2 2023 - Current
B.Sc. Political Science - undefined
University of Lagos, Akoka
Diploma in Political Science - undefined
University of Lagos, Akoka
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