Adetutu Ettu

Experience

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  CODIX pharma ltd

  Aug 2013 - Sept 2014

  Administrative Intern
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  Ministry of Information

  Feb 2015 - Oct 2015

  Department of Public and Grass Root Enlightenment (NYSC Intern)
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  Access Bank Plc

  Nov 2015 - Apr 2016

  Customer Service Officer

  -Compiling severe customer issues received and taking ownership by following up with the resolution team.-Logging of customer request, complaint and inquiries received via phone and email on the CustomerRelationship Management tool (Siebel) for follow up and future interactions.-Providing support for Visa, Master and Verve cards by logging disputed/failed transactions, noting travelupdates, resolving usage challenges and advising prevailing rates.-Identifying Quick Teller Safe Token, pay arena OTP and Visa IPIN challenges and advising solution. Show less

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  Fidelity Bank PLC

  Dec 2019 - now

  -Providing excellent support to customers via various touchpoints such as email, live chats, telephone and social media-Escalating customers’ issues and concerns on products and services to product teams-Compiling and reporting customers reports regularly.-Handling escalations and difficult customers’ issues especially irate customers related to channels,payment platforms, onboarding and user experience-Proactively identifying patterns with customers’ frustrations and expectations to the team lead andproduct managers-Establishment and implementation of standards/ minimum turnaround time for the various products and services within Service Level Agreements (SLAs)-Ensuring customers are on-boarded in compliance with Best practices and the Bank’s standard AML and KYC requirements-Providing guidance and recommendation to ensure resolution of all customers’ cases to improve the overall customer’s experience.-Completing the documentation and performs Point-of-Sale processing on all types of new accounts, e.g.loans, deposits, etc.-Proactively provide assistance to Relationship officers in soliciting new business from present and prospective customers-maintaining current business relationship with present customers by up-selling and cross-selling.-Responding to inquiries or to requests from customers, other bank personnel within SLAs-Periodic training of subordinates on the Bank’s current and existing products and services-Adhering to all internal controls, procedures and practices in support of risk management and overall safety and soundness and the banks compliance with all regulatory requirements Show less

  • Customer Service Lead

    Feb 2019 - now

  • Customer Service Officer

    Aug 2017 - now

  • Operations Lead

    Dec 2019 - Aug 2021
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  Anti-Slavery International

  Jan 2023 - May 2023

  Communications Consultant

  Consulted on this project as part of my master's degree to provide some research and strategic recommendations to enhance their social media campaigns.Reviewed best practices in social media advocacy and optimised messaging for impact.Utilised audience analysis and platform analytics to improve digital campaigning and fundraising efforts.Delivered evidence-based guidance tailored to their goals of empowering supporters and advancing social causes through digital platforms. Leveraged academic knowledge in media and digital marketing. Show less