Sesan Ojo
Offa, Kwara State,Nigeria
Summary
Team leader committed to improving customer satisfaction. Skilled at policy implementation, strategic planning and staff governance. Listens to customers to understand needs and optimise service delivery.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work history
Transaction Service Supervisor
Guaranty Trust Bank Plc
Nigeria
08.2022 - 12.2025
- Streamlined operational processes to enhance efficiency, reduce costs, and improve overall productivity.
- Led key projects and initiatives, successfully managing resources and timelines to achieve project goals.
- Oversaw key performance indicators (KPIs) to track and improve operational effectiveness and service quality.
- Designed and delivered training programs for staff, fostering skill development and improving team capabilities.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Supervised daily transaction operations ensuring accuracy and compliance with regulatory standards.
Customer Service Officer
Guaranty Trust Bank Plc
Nigeria
08.2020 - 08.2022
- Managed and resolved complaints and issues efficiently, working to ensure customer satisfaction and retention.
- Gathered and reported customer feedback to help improve services and products.
- Updated and maintained customer records in CRM system, ensuring data accuracy and confidentiality.
- Achieved 95% customer satisfaction rate through attentive service and problem resolution.
- Trained new team members on company policies and best practices, enhancing team efficiency and performance.
- Met daily targets by efficiently managing workload within set timelines.
- Resolved conflicts quickly whilst preserving positive business relationships.
Teller Captain
Guaranty Trust Bank Plc
Nigeria
02.2019 - 08.2020
- Oversaw daily cash transactions, including deposits, withdrawals, and account inquiries, ensuring accuracy and adherence to bank policies.
- Ensured all teller activities complied with banking regulations and internal controls, including anti-money laundering (AML) procedures.
- Achieved 98% accuracy rate in transaction processing, significantly reducing errors and discrepancies.
- Boosted customer satisfaction scores by 15% through effective team leadership and enhanced service delivery.
- Supervised daily operations of teller team ensuring high standards of customer service.
- Managed cash flow and reconciled transactions to maintain accurate financial records.
- Trained and mentored new tellers on procedures and compliance requirements.
ATM Custodian
Guaranty Trust Bank Plc
Nigeria
05.2013 - 08.2019
- Monitored and replenished ATM cash supplies, ensuring accurate and timely replenishment to meet customer needs and minimize outages.
- Provided on-site and remote technical support for ATM malfunctions, working with service providers and technicians to resolve issues quickly.
- Improved cash replenishment processes, reducing out-of-service incidents by 20% and enhancing customer satisfaction.
- Implemented enhanced security measures that led to 25% decrease in incidents of theft and vandalism.
Education
Bachelor of Science (BSc) - Accounting
University Of Ado-Ekiti
Ado-Ekiti, Nigeria 06.2006 - 06.2010
Skills
- Language
- Yoruba: Native
- English: Professional/Fluent
- Business, Financial & Corporate Reporting
- Value Co-Creation Business Model
- SAGE, SAP Business Suite
- Excellent knowledge and usage of Tableau for data analytics and visualisation
- Staff training materials development
- Conflict mediation
- Customer relationship management software
- Data entry accuracy
- Initiative taking
Certification
- Customer Relationship Management (Trained By Starweaver and Offered through Coursera-G4RXTTB8THEV) 2025
- Business Analysis & Process Management (Trained By Cousera Project Network and Offered through Coursera-6HIP91A32WK7) 2025
- Introduction to Project Management (Trained By IBM and Offered through Coursera-KC4B3ATYS578) 2025
- Relationship Management and Business Development (Trained By Starweaver and Offered through Coursera-HU6EYS52E400) 2025
REFEREES
- A.A., Ogunmakin, Senior Lecturer, Adeduro.ogunmakin@eksu.edu.ng, Faculty of Management Science, University of Ado-Ekiti
- Olatunbosun, Ogunjobi, Head of Operations, olatunbosun.ogunjobi@gtbank.com, Guaranty Trust Bank Plc
- Babatunde, Obisesan, Head of IT Unit, babatunde.obisesan@gtbank.com, Guaranty Trust Bank Plc
Affiliations
- The Institute of Chartered Accountant of Nigeria (ICAN) PE 1 (STUDENT MEMBER) 2013
- The Chartered Institute of Bankers of Nigeria (CIBN) (STUDENT MEMBER) 2016
PUBLICATIONS
- Project/Dissertation
- Staff Motivation and Job Productivity in Banking Sector (GTBank Plc as a case study) – A BSc Project submitted to University of Ado-Ekiti, Ado-Ekiti, Nigeria. Sept 2010
RESEARCH INTEREST
- Business Financing
- Innovations and Entrepreneurship
- Formulation and Implementation of Strategies for Business Management, Growth, and Sustainability
- Financial and Corporate Reporting
Languages
English
Fluent
Timeline
Transaction Service Supervisor
Guaranty Trust Bank Plc
08.2022 - 12.2025
Customer Service Officer
Guaranty Trust Bank Plc
08.2020 - 08.2022
Teller Captain
Guaranty Trust Bank Plc
02.2019 - 08.2020
ATM Custodian
Guaranty Trust Bank Plc
05.2013 - 08.2019
Bachelor of Science (BSc) - Accounting
University Of Ado-Ekiti
06.2006 - 06.2010