Olalekan Otaoroju

· Developed a Metering Efficiency dashboard to track the effectiveness of the Metering Partners in a bid to ensure customer satisfaction.

· Created a company-wide Power-BI dashboard to monitor customer complaint resolution. This is used to ensure compliance to SLA and track both the Company’s performance as well as the performance of individual stakeholders involved in the complaint resolution lifecycle.

· Proposed strategic solutions to Management based on available data, on how to increase revenue collection in certain locations and reduce influx of customer complaints.

· Created a BI-report that extracted the contact information of all customers on the Customer Information System Database from several columns for Analysis, Data-Cleaning/Transformation. This is used to ensure SMS campaigns to all customers with valid phone and email details on the database.

· Use Microsoft SQL queries with Power BI to analyze data from Queueing Management Systems (QMS) servers across all locations to show customer traffic/Sentiments at various touchpoints.

· Daily collates all disputes logged against E-Channels Operations by customers from various branches.

· Verify customer dispute claims and escalate to the appropriate channel (Interswitch or Visa) via the designated portal for quick resolution

· Serve as intermediary between customer and Interswitch/Visa.

· Ensures customers’ funds held for failed transactions are immediately reversed within the stipulated SLA timeframe.

· Obtain permission to credit our position from other acquiring banks for verified failed transactions at their terminals (ATM, POS and WEB)

· Reverse customers’ funds back to his/her account after verifying his claim that the transaction really failed.