Oluwatobi Ilelaboye
Customer Information Service Officer
Lagos
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
11
11
years of professional experience
10
10
years of post-secondary education
6
6
Certifications
Work History
Customer Service Manager
Guaranty Trust Bank Plc
Lagos
04.2022 - Current
- Follow through with customers requests to resolve problems.
- Resolves customer complaints while prioritizing customer satisfaction and loyalty.
- Train and regularly mentor colleagues on performance-oriented strategies and customer service techniques.
- Take ownership of customer issues and follow problems through to resolution.
- Assume ownership over team productivity and manage work flow to meet or exceed quality service goals.
- Log customer’s POS declined transactions on the inter-switch platforms, UPDMS etc
Customer Service Assistant
Guaranty Trust Bank Plc
Lagos
04.2017 - 04.2022
- Answered customer questions about the Bank's products and services.
- Described products to customers and how best to care for merchandise.
- Enroll customers on the BVN platform and link numbers generated to their accounts and resolve BVN related issues
- Carry out verification of customers information on NIBSS
- Manages the branch file management to ensure all documents are properly in place.
Marketing Associate
Wema Bank Plc
Lagos
07.2016 - 04.2017
- Worked closely with product development teams to create and maintain marketing materials for sales presentations and client meetings.
- Provide analysis and appraisal on the viability of projects using the Credit Appraisal Memorandum.
- Relationship and account management to increase customers’ volume of business with the bank.
- Developed pre-season marketing plans to support department and divisional product strategies.
- Effective monitoring and control of credit facilities advanced to customers.
- Provided analytical support and monitored data quality by interpreting and summarizing data and trends.
- Used search engine optimization to improve traffic to brand websites.
- Providing the credit department with relevant information to facilitate the credit process and the legal department in the facilitation of transaction documentation.
Frontline Teller
Access Bank Plc
Lagos
06.2012 - 01.2013
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Maintained in-depth knowledge of bank products and services to provide appropriate recommendations to customers.
- Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
- Assisted with training of new tellers on policies and procedures.
- Referred customers to other banking departments for specialized services.
- Process transfer of funds to accounts of customers of other banks through NIBSS electronic funds transfer (NEFT).
Education
Higher National Diploma - Banking And Finance
Lagos State Polytechnic
Ikorodu Lagos 01.2013 - 10.2014
National Diploma - Banking And Finance
Lagos State Polytechnic
Isolo, Nigeria 11.2009 - 10.2011
Senior Secondary School Certificate (SSCE) -
Latmos Comprehensive College
Ikotun, Lagos 01.2001 - 10.2007
Skills
Customer Relationship Management Software (CRM)
undefinedCertification
International Strategic Management Institute (ISMI)
Timeline
Certification on Data Analysis and Business Intelligence track
04-2023
Customer Service Manager
Guaranty Trust Bank Plc
04.2022 - Current
Certification on completion of Gtbank Customer Service Tenets
10-2020
Jobber man Soft – Skills Training
07-2020
Certificate of Completion on the fundamentals of Digital Marketing
05-2020
Certificate of completion on Fraud Prevention and Control course
04-2020
Customer Service Assistant
Guaranty Trust Bank Plc
04.2017 - 04.2022
Marketing Associate
Wema Bank Plc
07.2016 - 04.2017
International Strategic Management Institute (ISMI)
02-2016
Higher National Diploma - Banking And Finance
Lagos State Polytechnic
01.2013 - 10.2014
Frontline Teller
Access Bank Plc
06.2012 - 01.2013
National Diploma - Banking And Finance
Lagos State Polytechnic
11.2009 - 10.2011
Senior Secondary School Certificate (SSCE) -
Latmos Comprehensive College
01.2001 - 10.2007
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