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)
Training and mentoring
Excellent time management skills
Complaint resolution
MS Office expert
Microsoft Outlook, Word and Excel
CRM
Exceptional telephone etiquette
Certification
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