ADENIKE ADEWUNMI OLUBAMBO
Lagos State, Nigeria| - |-| http://linkedin.com/in/adenike-olubambo
AREA OF EXPERTISE
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Customer Service (Email, Phone, and Live chat)
Excellent Communication Skills
Cold Calling & Appointment Scheduling
Google Slide, Sheet, Word, Meet, One Drive
Teamwork & Negotiation
Human Resources Management
Data Analysis
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CRM Tools (Zendesk, Hubspot, Slack,
Freshdesk, Salesforce, Gohighlevel)
Microsoft Excel, Word, Teams, Drive
Slack, Zoom, Calendly, Skype, Trello
Attention to Detail
Sales & Marketing
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Trello, Asana, ClickUp
Calendar Management
Sales Closing
Team Management
Project Management
Telemarketing
WORK EXPERIENCE
E- Commerce Customer Service Support - Remote
Pam Providers
● Expanded client base by 15% over the course of six months
● Improved customer satisfaction by 12% in three months, according to in-store and online surveys
● Exceed retail sales goal by 10% per quarter over the course of three month
Nov. 2022 - Date
Cash Management Operations
Union Bank PLC. Lagos State, Nigeria
Sep. 2021 - Oct. 2022
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Improved operational flow across 20 branches by coordinating all cash center networks to ensure optimum service delivery to over 3000
customers.
Developed and updated working procedures affecting Sales and KPI (Key Performance Indicators) resulting in 70% workflow.
Reduced cash loss and revenue loss by 70% by mitigating the risk of the revenue loss resulting from inadequate or failed external processes
and systems.
Collaborated with relevant stakeholders including the technical department, customer support, and the ATM Monitoring department to
provide solutions to operational issues that arose within the cash centers.
Operations and Business Strategy Analyst
Union Bank PLC. Lagos State, Nigeria
Jan. 2018 – Aug. 2021
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Implemented control measures, resulting in prompt issues resolution and a 30% efficiency increase.
Managed and analyzed data of all control exceptions raised, attaining 100% accuracy.
Increased productivity by 37% by collecting, analyzing, and interpreting data for organizational decision-making in compliance with the
organizational standards and procedures.
● Maintained nearly 100% service uptime by providing necessary support to branches and ensuring
prompt treatment and resolution of requests and needs.
Customer Service Officer
Union Bank PLC. Lagos State, Nigeria
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Resolved over 400 complaints from customers as regards debit and credit card issuance, financial transactions and several other complaints
within the organizational service level agreement resulting in 85% closed tickets.
Recorded and stored Customers’ data using KYC materials, and a spreadsheet for proper documentation and the reduction of information
misalignment by 70%.
Utilized customer relationship management (CRM) software to manage over 550 customers, resulting in a revenue increase of 40%.
Resolved complex customer complaints within the shortest time by asking insightful questions that could resolve customers' complaints and
ensure customer satisfaction.
Human Resource/ Sales Supervisor
Asset & Resource Management Company Limited, Lagos State, Nigeria
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Aug. 2015 – Dec. 2017
Mar. 2015 - Jun. 2015
Sourced, screened, interviewed, and hired over 50 new employees according to the organizational standard.
Managed and supervised 5 Human resource officers for effective work productivity.
Sourced new sales opportunities through inbound lead follow-up and outbound cold calls and emails resulting in a 30-40% increase in annual
revenue.
Evaluated market conditions and recommended strategies for franchise expansion through inbound calling, email marketing, and other
communication strategies to convert leads to consistent customers leading to a 65% customer retention rate.
EDUCATION
● Masters in Manpower Training and Development
University of Lagos, Akoka, Lagos State, Nigeria
2019
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2012
Bachelor of Education (B.Ed.) in Adult Education
University of Lagos, Akoka, Lagos State, Nigeria
CERTIFICATIONS AND AWARDS
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Affiliate Marketing by Great Learning Academy
Strategic HR Analytics Certified by Dataleum
Data Entry Skills Certified by AccountingHub
Soft Skills Training Certified by Jobberman
Human Resources Management Certified by Carrington Heritage, UK
Wow & Exceptional Customer Service Experience Training Certified by YLD Africa Consulting
