Olubunmi Atinuke Ojo
Customer Relationship Officer
8 Adekanmbi Enitan Avenue, Iju Ishaga, Lagos
Summary
Highly proficient Customer Service Professional with over seventeen years of experience in customer service and support within the Telecoms and Banking industry with recognized strength in management accountabilities and a strong history of meeting and exceeding customer expectations while maintaining high-quality standards of achieving performance targets. Expertise in managing People, Processes and demonstrated ability to gain customer trust with exceptional follow-up, leading to increased repeat and referral business.
Overview
18
18
years of professional experience
9
9
years of post-secondary education
Work History
CUSTOMER RELATIONSHIP OFFICER
MTN, Nigeria Telecommunications Plc
Lagos
01.2012 - Current
- Relationship management of Top 1% customers of about 2500, increasing loyalty, winning back customer.
- Excellent knowledge of customers universe for differentiated products and service delivery
- Trends analysis, identification, and collation of deviations in customers’ spend patterns, SIM Cards registration, and 4G upgrade
- Investigating root cause and recommending solutions to customers thereby reducing churn
- Used consultative techniques to understand customer needs and make strategic referrals to business partners.
- Earned the Unique Contributor Award
CUSTOMER CARE REPRESENTATIVE
MTN, Nigeria Telecommunications Plc
Lagos
03.2005 - 12.2011
- Demonstrated commitment to customer service by building productive relationships, resolving complex issues and boosting customer loyalty.
- Provided solutions, recommendations and replacements with empathy and positive feedback.
- Delivered high level of service and support to customers as company ambassador.
- Met and exceeded service quality and performance goals.
CASH OFFICER
GATEWAY BANK PLC (Liquidated)
LAGOS
01.2004 - 02.2005
- Introduced internal controls to monitor critical areas of financial control and devised corrective actions to address risks or deficiencies.
- Maximized year-end tax benefits by efficiently managing cash flows.
- Provided treasury and cash management by overseeing reconciliation of banking activity, credit card processing and sales tax returns.
- Prepared corporate fiscal and business plans to help strategically direct business operations and strengthen controls.
Education
MBA - Business Administration
Anglia Ruskin University
Cambridge United Ingdom 04.2013 - 05.2018
Higher National Diploma - Accounting
Yaba College of Technology
Lagos Nigeria 01.1999 - 11.2000
National Diploma - Financial Studies
The Federal Polytechnic
Ede Osun State 01.1996 - 11.1997
Skills
Relationship Managementundefined
Courses
Project Management Stress Management Safety, Health & Environmental Management. Career Development and Personal Effectiveness Making Decisions Ethically Business Leadership Program Key Account Management Relationship Total Quality Management Time and Self-Management Customer Relationship Management Workplace Conflict: Strategies for Resolving Conflicts Elocution and Pronunciation (POISE)
Timeline
MBA - Business Administration
Anglia Ruskin University
04.2013 - 05.2018
CUSTOMER RELATIONSHIP OFFICER
MTN, Nigeria Telecommunications Plc
01.2012 - Current
CUSTOMER CARE REPRESENTATIVE
MTN, Nigeria Telecommunications Plc
03.2005 - 12.2011
CASH OFFICER
GATEWAY BANK PLC (Liquidated)
01.2004 - 02.2005
Higher National Diploma - Accounting
Yaba College of Technology
01.1999 - 11.2000
National Diploma - Financial Studies
The Federal Polytechnic
01.1996 - 11.1997
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