Experience

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  Akure north lg secretariat

  Jan 2013 - Dec 2013

  Administrative assistant (nysc)

  • Sort out incoming/outgoing daily post and answered any queries; arranged stationery items; managed front office, booked travel tickets, handled transportation arrangements and petty cash transactions.• Handled faxing, e-mailing, scanning, data entries, & opening files and insurance.• Member of the admin team taking responsibility for all the daily admin necessities of the organization.• Responsible for writing administrative memos and carefully handling bookkeeping responsibilities. • Kept and updated important files and documents and performed related duties assigned and done on time. Show less

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  Supreme fm 96.1

  Feb 2016 - Nov 2017

  Radio host

  • Researched topics and background information for items to be featured on programmes.• Collaborated with producers for programme development while considering audience requests.• Maintained programme running to schedule, responding positively and quickly to problems or changes, and improvising where necessary.• Wrote, reviewed, and memorized script for presentation and interviewed guests in the studio, via phone call and at different locations.• Operated technical equipment for recording and playback, used computers to cue up and play music and jingles while collaborating with production crew to assess/review a broadcast and plan the next. Show less

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  Diamond bank plc

  Dec 2017 - Sept 2019

  Customer support specialist - inbound/outbound voice interactions

  • Achieved high productivity levels while handling 1000+ Inbound/outbound interactions weekly during the off-season, averaging 200+ interactions daily in peak periods.• Primary escalations/resolution point for complaints related to funds withdrawal, transfers and deposits including international transfers via WUMT, MoneyGram, Ria, WorldRemit etc.• Enhanced client relationships by being accurate & friendly while resolving an average of 150 customer inquiries/requests/complaints, engaging units to aid issue resolution.• Supported roll-out of 50+ financial services products and services yearly by handling an average daily increase of 15% in customer interactions, educating customers and resolving issues.• Twice received supervisor’s commendation for outstanding performance in customer engagement.• Drove the sale of products and services to new and existing customers and ensured service recovery. Show less

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  Access bank plc

  Oct 2019 - Apr 2022

  Customer success specialist - social media & email interactions

  • Worked cross-functionally with other department leads including QA Manager, Retail business teams, Compliance team, Product Management team etc., in developing the right set of OKRs & KPIs, procedures/policies, knowledge base, standard etiquette, and QA processes & workflows.• Developed strategic customer engagement plans tailored to account needs & premium customer experience that grew FCQR by 90%, exceeded KPIs & improved effectiveness across touchpoints.• Developed scripts for customer engagements, ensuring uniformity across multiple touchpoints.• Created an inspiring environment and an open communication culture, set clear goals, oversaw day-to- day team operations, and supported Managers in hiring, induction & coaching of team members.• Consistently delivers key metrics & KPIs like Quality, NPS, AHT, PKT scores, repeat caller & CSAT within agreed SLAs & and SOPs while analysing training needs & and conducting 1-2-1 coaching sessions.• Carried out Performance Management for assigned agents via mentoring and performance review appraisals; reviewed productivity reports, and coached staff members to improve performance. Show less

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  Savory & partners

  May 2022 - now

  Front desk manager

  • Managed the office environment, recruitment, training, and development of the staff, and ensured optimal utilization of the Company’s human capital and material resources.• Developed all-inclusive human resources policies and procedures, coordinated the overall work performance, and promoted mutual employer-employee relationships.• Confirmed that all processes and procedures are maintained and current in the local SharePoint files.• Managed Bookkeeping and followed up and tracked guests for both positive and negative feedback.• Handled employee documentation like travel expense reports, timesheets & time-off requests. Show less