Folake Olasope

Experience

• 

  Polaris Bank Ltd.

  Jun 2016 - Jun 2017

  Customer Service Representative

  • Building customers' interest in the various services and products offered by the bank via outbound calls, conducting survey/analysis of bank's various products and services.• Call potential customers to schedule appointments utilizing inside sales lists• Contact existing customers to educate them about new services and up sell products• Encourage customers to fill out surveys for market research purposes.• Receive inbound calls to render assistance to customers who have specific inquiries, requests or complaints.• Ensure that customers’ calls are received with the highest level of professionalism.• Initiation of call logs and escalation where necessary with consistent follow-up to ensure that every log is closed with appropriate resolution.• Identify customer needs for the purpose of up-selling and cross-selling the bank’s products and services ensuring that customer satisfaction is maintained and the bank’s goal achieved.• Availing customers with feedback within the service level agreement to ensure their queries/challenges are resolved within standard turn-around time.• Compilation of daily and weekly reports to capture customers’ complaints, enquiries and service requests. Show less

• 

  Sterling Bank Plc

  Jun 2017 - now

  Customer Experience Management Personnel

  • Successfully cross-sold the bank's digital products and services to over 500 customers, both old and new customers. • Successfully reviewed and opened over 2000 accounts and ensured their proper onboarding into the business.• Successfully resolved the complaints and disputes of over 1000 customers. Also treated over 1000 customers' requests such as card requisition, online statement, cheque requisition, etc.• Successfully trained over 25 Customer Experience Personnel in my region in dynamics 365 and the portal on how to use and track customers' interactions (complaints and requests) through the 'Train the trainers' scheme introduced by the bank.• Successfully trained over 30 new and old Direct Sales Agents on the bank's products and how to onboard the different customers, and understand the products to be cross-sold to them based on their need(s). • Successfully cross-sold the bank's digital products and services to over 500 customers, both old and new customers. • Successfully reviewed and opened over 2000 accounts and ensured their proper onboarding into the business.• Successfully resolved the complaints and disputes of over 1000 customers. Also treated over 1000 customers' requests such as card requisition, online statement, cheque requisition, etc. • Successfully ensured customer satisfaction by delivering exceptional services in a bid to maintain the 'one customer' slogan and followed up with customers' on feedback and ensured their satisfaction on requests and complaints.• Successfully trained over 25 Customer Experience Personnel in my region in dynamics 365 and the portal on how to use and track customers' interactions (complaints and requests) through the 'Train the trainers' scheme introduced by the bank.• Successfully trained over 30 new and old Direct Sales Agents on the bank's products and how to onboard the different customers, and understand the products to be cross-sold to them based on their need(s). Show less