TAIWO ELIZABETH ASHAOLU
15, TECO WAY, LAGOS,
Summary
Proactive and hardworking individual focused on continuous improvement. Forward-thinking team leader skilled at operating departments efficiently to meet goals. 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. Customer service management professional experienced with inbound and outbound customer service. Team player with exceptional listening and critical thinking skills. Innovative and goal-oriented Management professional with a Personable personality. Dedicated team player skilled at mediation and conflict resolution. A success driven individual who is focused, intelligent, intuitive, creative and resourceful.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
6
6
Certificates
Work History
CUSTOMER SERVICE MANAGER
UNITED BANK FOR AFRICA
LAGOS
11.2022 - Current
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Completed special projects by using effective decision making, critical thinking and time management skills.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Took ownership and resolved customer complaints and concerns with products or services while prioritizing customer satisfaction and loyalty to help with retention and drive sales.
- Controlled resources and utilized assets to achieve qualitative and quantitative targets.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Collaborated with marketing department to launch and manage promotional activities and campaigns.
- Reviewed company's strategic plans and developed departmental goals and standards to support vision.
- Oversaw day-to-day business operations on by fostering deep professional relationships with wholesale contacts and customers.
- Devised strategies to boost sales and drive referrals due to excellent service resulting in new customer relationships.
- Introduced higher standards for customer service and increased efficiency by streamlining operations
HEAD OF PROCESSING
UNITED BANK FOR AFRICA
LAGOS
09.2022 - 10.2022
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Defined clear targets and objectives and communicated to other team members.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
CASH OFFICER
UNITED BANK FOR AFRICA
LAGOS
01.2020 - 08.2022
- Awarded “Best Employee” twice by staff voting- this was possible through great leadership, been a great team player which enhanced team bonding, problem-solving abilities, ownership spirit, creativity, empathy and building interpersonal relationships.
- Applied for UBA Tech Evolution program, and got placement in digital banking department, due to my innovative skills, experience, willingness to learn and adapt.
- Mitigated risk of losses from frauds and robberies by implementing internal controls and safeguards for revenues and expenditures.
- Managed daily financial functions, liquidity, cash holding and vault administration.
- Completed journal entries, reconciliations and account analysis to prepare financial documents and general account management.
- Had sound knowledge of all operational policies and procedures.
- Consistently recognized for my troubleshooting skills and cost-effectively resolving challenging issues.
- Efficiently supervised, coordinated and authorized processors activities ensuring timely processing of transactions.
- Provided effective service support and ensured functionality of services.
GRADUATE TRAINEE
UNITED BANK FOR AFRICA
LAGOS
07.2018 - 12.2019
- Worked under supervision of senior employers to help plan and direct work of organization.
- Performed various functions while working in various departments to gain hands-on experience.
- Handled customers’ financial transactions, while demonstrating outstanding customer service - resolving customer concerns and building customer loyalty.
- Promoted the benefits of the company's products in order to build better relationship with customers.
PACKAGING DEVELOPMENT ASSISTANT
A & P FOODS, PLADIS NIGERIA
LAGOS
06.2017 - 06.2018
- Functioned effectively as the interim Packaging Manager for a month (September 2017) .
- Introduced new packaging styles that improved the quality and enhanced the lifespan of the product and packaging.
- Designed and created Standard Operating Procedures and Packaging Specifications of products.
- Ensured that packaging products met set requirements and specifications.
- Supervised trials to check packaging for suitability and testing for performance under various conditions.
- Identified issues, analyzed information and provided solutions to problems.
INTERN
SAAG CHEMICAL NIGERIA LIMITED
LAGOS
12.2015 - 02.2016
- Provided support, addressed routine and special requirements.
- Collaborated with team to optimize workflow and achieve objectives.
- Performed laboratory tests to produce reliable and precise data to support scientific investigations.
- Carried out routine tasks accurately and followed strict methodologies to carry out analysis while ensuring safety checks were in place.
PRIMARY SCHOOL TUTOR
VICTORY KIDDIES ACADEMY
LAGOS
05.2012 - 12.2012
- Improved operations through consistent hard work and dedication.
- Involved in the social, intellectual, physical and moral development of pupils in the classroom.
- Prepared lesson plans, taught classes and evaluated student progress.
- Encouraged students and acted as teacher–advisors for students.
Education
Bachelor of Science - MICROBIOLOGY
UNIVERSITY OF IBADAN
IBADAN, OYO STATE 01.2013 - 12.2016
Skills
Efficient data acquisition- Ability to collect, integrate and analyze information from multiple sources to create cohesive, fact-based analysis Excellent numerical ability and analytical skills
Good Interpersonal and Communication skills- Ability to establish and maintain effective working relationship with staff and other stakeholders while working as a team as well as independently
Customer Relationship Management (CRM)
Team Building, Training and Development
Complaint resolution and Conflict management skills
Excellent time - management and organizational skills
Accurate attention to details, ability to multitask and work under pressure
High level of integrity, Ownership spirit and great sense of responsibility
Curiosity, Resilience, Empathy and Problem solving skills
Proficient in the use of Microsoft office package
Certification
Professional qualification in Customer Relationship Management (CRM)
Timeline
CUSTOMER SERVICE MANAGER
UNITED BANK FOR AFRICA
11.2022 - Current
HEAD OF PROCESSING
UNITED BANK FOR AFRICA
09.2022 - 10.2022
CASH OFFICER
UNITED BANK FOR AFRICA
01.2020 - 08.2022
GRADUATE TRAINEE
UNITED BANK FOR AFRICA
07.2018 - 12.2019
Professional qualification in Health, Safety and Environment 1 (HSE 1 & 2)
12-2017
Microsoft Excel Training
12-2017
First Aider Training
10-2017
Professional qualification in Customer Relationship Management (CRM)
09-2017
Corporate Email Etiquette Workshop
07-2017
PACKAGING DEVELOPMENT ASSISTANT
A & P FOODS, PLADIS NIGERIA
06.2017 - 06.2018
Proficiency certificate in Business / Project plan and development
06-2017
INTERN
SAAG CHEMICAL NIGERIA LIMITED
12.2015 - 02.2016
Bachelor of Science - MICROBIOLOGY
UNIVERSITY OF IBADAN
01.2013 - 12.2016
PRIMARY SCHOOL TUTOR
VICTORY KIDDIES ACADEMY
05.2012 - 12.2012