Damilola Kapo

Experience

• 

  New Home Products Industries Limite

  Apr 2016 - Oct 2016

  Quality Control Intern
• 

  Emerald International School,Aba

  Jul 2018 - Jun 2019

  Chemistry Teacher
• 

  Ecobank Nigeria

  Dec 2019 - now

  • Leading branch operations and enhancing both customer service and teller teams' capabilities through trainings to ensure exceptional customer service delivery, aligning with regulatory standards and bank protocols.• Designing team leadership initiatives to elevate performance standards, encouraging an outstanding banking hall experience and achieving a commendable customer retention rate.• Managing operational risks, collecting complaint data, and collaborating across departments to address issues promptly and drive continuous improvement.• Ensuring efficient implementation of bank-wide policies, timely supervision of staff activities, authorizing transactions and ensuring proper documentation for processes for prompt resolution. Show less • Managing communication by interfacing and responding to official mails or correspondence on collections with stakeholders and regulators.• Supervising the maintenance and ensuring up-to-date records of actual collections and correspondence on the bank by any of our stakeholders.• Interfacing with government regulators and MDAs on policy changes related to collection products.• Reconciling all transit collections accounts and CBN/NIBSS settlement reports while ensuring timely remittances and confirmation on the portal for quick cargo clearance. Show less • Provided leadership to enhance team performance for efficient transaction processing and customer satisfaction. • Ensured adherence to procedures and regulatory guidelines in transaction activities, minimizing risks.• Managed cash operations, vault, ATM, and reconciliation, achieving increased deposit and cross-sales revenue while training tellers for operational excellence.• Demonstrated expertise in tellering policies, efficiently supervised activities, authorized transactions within limits, prompt and accurate transaction completion and proactive review of tellers' limits. Show less • Maintained contact with new and existing customers on routine account management activities and ensuring proper documentation for all accounts.• Provided customers with information and awareness of the bank’s products and services.• Improved customer service metrics through implementation of tailored customer service best practices and training for staff across all customer service channels. • Developed customer service policies and procedures across all triaged customer inquiries, ensuring that customer inquiries were responded to timely. Show less

  • Customer Service Manager

    Mar 2022 - now

  • Collection Officer (Import/Export Desk)

    Feb 2022 - now

  • Head, Cash & Teller

    May 2020 - Feb 2022

  • Head, Customer Service Unit

    Dec 2019 - Apr 2020