Akinwale Phillips

Experience

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  Wema Bank Plc

  Aug 2011 - Oct 2014

  Customer Solution Provider (Contact Centre Personnel)

  My responsibilities as a Customer Solution Provider include but are not limited to the following:• Receiving customer interactions from an array of communication channels such as telephone, SMS, e-mail etc• Attending to customer querys (complaints, enquiry, request, suggestion) professionally and ensuring resolution is achieved within the stipulated Service Level Agreement.• Follow up and provide customer feedback on their querys• Generating daily report on activity and also assisting in putting together the team’s report on weekly activities Show less

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  Heritage Bank Limited

  Oct 2014 - Oct 2015

  • Handling all non-First Contact Resolution (FCR) customer queries on behalf of the team• Following up with relevant units to ensure logical resolution is achieved for customer queries within the defined Service Level Agreements (SLAs)• Providing updates to customers as regards status of their queries until resolution is achieved• Maintaining database with all updates on customer queries till resolutionWhile maintaining the above role I also doubled as the Anti-Fraud Desk officer for a month (July, 2015.Other Ad-hoc functions include• Facility Management – Escalating facility related challenges to Corporate Services and providing feedback on work done by vendors to Corporate Services• Assisting IT remotely to resolve technological related challenges in the contact centre.• Taking stock of generator diesel level and next maintenance date Show less

  • Follow-Up Co-ordinator

    Nov 2014 - Oct 2015

  • Customer Care Representative

    Oct 2014 - Nov 2014
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  Fidelity Bank PLC

  Oct 2015 - Jul 2016

  Human Resources Officer (HRCare Centre/Performance Mgt)

  • Served as the first point of contact for all employee-related service queries and provided adequate support• Provided advisory services for HR-related enquiries, requests & complaints on employee pay, leave management, performance management, learning & development etc.• Generated weekly and monthly service reports for HR division's senior management on the different HR queries received • Provided business support to other HR units

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  Nuture Technology Services Ltd

  Jul 2016 - Dec 2019

  HR Business Partner

  At Dream Mesh, my activities include but are not limited to the following• Develop HR policies for management’s advice and eventual adoption• Develop employee engagement strategies to boost productivity and maintain organisational culture• Co-ordinate attraction and selection of talent(s) to the organisation.• Develop performance review valuation parameters

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  MBAG Microfinance Bank Ltd

  Jan 2020 - Nov 2022

  Human Resources Lead

  • Serve as a link between management and employees by handling questions, interpreting and administering contracts and helping resolve work-related problems.• Analyze and modify compensation and benefits policies to establish competitive programs and ensure compliance with legal requirements.• Plan and conduct new employee orientation to foster positive attitude toward organizational objectives.• Plan, direct, supervise, and coordinate work activities of subordinates and staff relating to employment, compensation, labour relations, and employee relations.• Administer compensation, benefits and performance management systems, and safety and recreation programs.• Plan, organize, direct, control or coordinate the personnel, training, or labour relations activities of an organization. Show less

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  Eko Electricity Distribution Plc

  Dec 2022 - now

  Head of Unit, Performance Analytics & Appraisals