Taiwo Osunlana
Summary
Assistant Operations Manager with extensive background in administration, customer service and human resources. Supervises daily operations and organizations. Strong competencies for addressing operational issues and concerns quickly. Determines staffing requirements, work assignments and schedules for new projects. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Deputy Operations Manager
Sterling Bank
2021.07 - Current
- Increased customer satisfaction with timely resolution of issues and proactive communication.
- Established effective communication channels between departments, fostering a culture of collaboration and teamwork.
- Managed cross-functional teams for successful project completion and improved team collaboration.
- Championed safety protocols adherence, resulting in reduced incidents and increased workplace safety awareness among staff members.
- Led change management initiatives, ensuring smooth transitions during organizational restructuring efforts.
Customer Service Representative
Sterling Bank
2017.09 - 2020.12
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Customer Service Cashier
Sterling Bank
2017.01 - 2017.09
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer orders and accurately handled payment transactions.
Administrative Assistant
Akin Onigbinde SAN &Co. Chambers
2014.01 - 2016.12
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
Education
Bachelor of Arts - English Studies
Obafemi Awolowo University
Ile-Ife, Osun State, NigeriaMaster of Arts - Human Resources Management
Liverpool John Moores University
Liverpool, England12.2025
Skills
- Customer Engagement
- Operational Efficiency
- Training and mentoring
- Staff Training and Development
- Employee Supervision
- Operations Management
- Operational planning
Certification
- Channel Operations Leaders Training - 2023
- Diploma in Applied Psychology, Alison - March 2019
- Diploma in Customer Service, Alison- March 2019
- Diploma in Time Management, Alison- Feb, 2019
- Diploma in Customer Service, Saylor Academy- Jan,2019
- Diploma in Social Media Marketing, Shaw Academy- March,2018
- Certificate in Project Management, Ife Business School- 2013
- Certification in Data Processing, Federal University of Technology, Akure- Jan, 2008
- Licensed Human Resource Manager - August 2020
Affiliations
- Associate, Chartered Institute of Personnel Management of Nigeria
Timeline
Deputy Operations Manager
Sterling Bank
2021.07 - Current
Customer Service Representative
Sterling Bank
2017.09 - 2020.12
Customer Service Cashier
Sterling Bank
2017.01 - 2017.09
Administrative Assistant
Akin Onigbinde SAN &Co. Chambers
2014.01 - 2016.12
Bachelor of Arts - English Studies
Obafemi Awolowo University
Master of Arts - Human Resources Management
Liverpool John Moores University
- Channel Operations Leaders Training - 2023
- Diploma in Applied Psychology, Alison - March 2019
- Diploma in Customer Service, Alison- March 2019
- Diploma in Time Management, Alison- Feb, 2019
- Diploma in Customer Service, Saylor Academy- Jan,2019
- Diploma in Social Media Marketing, Shaw Academy- March,2018
- Certificate in Project Management, Ife Business School- 2013
- Certification in Data Processing, Federal University of Technology, Akure- Jan, 2008
- Licensed Human Resource Manager - August 2020
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