OBAFEMI ADEBANWO
Surulere,LA
Summary
Highly resourceful customer-focused individual with years of experience in customer support and business reporting role.
Currently looking for new challenges that will allow me to put my skills to use for the benefit of the company and, as a result, advance my skills to higher levels and further develop a promising career.
Overview
5
5
years of professional experience
1
1
Certification
8
8
years of post-secondary education
Work History
Resolution Specialist
Keystone Bank LTD
Oregun, Lagos
05.2019 - Current
- Maintain customer relationship and satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Follow up on and ensure timely resolutions of all queries received by the Contact Centre using real time monitoring applications.
- Give feedback to customers for every query resolved resulting in a 20% increase in client satisfaction.
- Assist with customer onboarding on products and E-channel services to improve customer retention.
- Build daily and weekly reports of query statistics handled by all team members in the unit.
Business Support Officer
Nouveltech Solutions Limited
Lekki, Lagos
01.2018 - 04.2019
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users resulting in a 90% satisfaction score.
- Developed step by step procedures to guide team to resolve complex support issues.
- Tracked and documented metrics, and evaluated trends.
MIS Executive
FCMB Limited
Eti-Osa, Lagos
09.2017 - 12.2017
- Generated and developed nationwide POS performance report from NIBSS settlement with key highlight overviews on Zonal and Regional structures for managerial actions.
- Built trends of POS transaction values and volume market shares against industry ratings for business decisions, forecasts, and target goals.
- Updated and managed Merchant database for effective query from file servers.
- Investigated system issues and implemented resolutions to reduce downtime by 20%.
Education
Bachelor of Science - Computer Science
University of Lagos
Nigeria 2006 - 2014
Skills
- Soft Skills Communication, Effective Time Management, Team Work, Report Writing, Problem Solving and Critical Thinking
- Data Analysis and Visualizations Tools MS Excel, Power Bi, Datazen
- Other Tools MS Office, CRM (CFMS, Avaya)
Certification
CCNA [NIIT CERTIFIED]
Timeline
Resolution Specialist
Keystone Bank LTD
05.2019 - Current
Business Support Officer
Nouveltech Solutions Limited
01.2018 - 04.2019
MIS Executive
FCMB Limited
09.2017 - 12.2017
Bachelor of Science - Computer Science
University of Lagos
2006 - 2014