AKINDE-PETERS OLUWAKEMI CHRISTIANA
15, Akinola Street, Ikosi-Ketu, Lagos State.
Email:-Mobile:-
OBJECTIVE
Oluwakemi is a customer centric professional who is highly efficient and well established in an
administrative environment that is fast-paced and challenging. I am focused on developing an
efficient process using knowledge of employee relations and team building which are critical to
the production of quality output and organisation’s growth. I am driven by high performance and
professionalism.
BIO DATA
Date of Birth:
Gender:
Marital Status:
Religion:
Nationality:
4th February 1992.
Female
Single
Christianity
Nigerian
EDUCATION
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University of Lagos, Akoka, Lagos State
Masters in Industrial and Labour Relation
2020
Lagos State University, Ojo, Lagos State
B.Sc. Fisheries
2013
Barachel Model College, Iju-Ishaga, Lagos State
Senior Secondary School Certificate
2008
ADDITIONAL QUALIFICATION
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Chartered Institute of Personnel Management (CIPM) – In view
PERSONAL SKILLS
Microsoft Office Proficiency ▪ Customer Centric ▪ Excellent verbal and written communication
skills ▪ Interpersonal and communication skills ▪ Leadership / influencing, Organization and
coordination skills ▪ Coaching and people management.
WORK EXPERIENCE
Ecobank Nigeria Limited
Regional Contact Centre Team Lead – Consumer Banking
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Oct 2021 - Till date
Lead and motivate Contact Centre team to optimum performance levels to achieve agreed
Service level targets and other metrics set by the bank.
Provide clear and concise direction, support and guidance to the team through effective
coaching, leadership and setting of SMART objectives.
Manage performance through regular, effective reviews, addressing performance issues
according to the bank’s policies and procedures.
Conduct agent development reviews and recommend training and development plans.
Challenge processes and procedures, identify and implement improvements to enhance the
customer experience or improve operational efficiency.
Build effective relationships with other teams and departments. Communicate all
information clearly and in a timely manner.
Carry out Call Monitoring and intrusions for your team to ensure that due procedures and
quality standards are strictly adhered to.
Manage cost efficiency for the agents in your team.
Submit regular reports to management and seek new ideas and strategies to improve
performance at the Contact Centre.
Ensure effective leave management for your team.
Support the agents in handling escalations with various teams for closure.
Carry out Floor Management activities as assigned by the RCC Leadership.
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Group Corporate Banking Digital Support Asst. Team Lead
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Feb 2020 – Oct 2021
Timely response to Ecobank Corporate and Commercial banking inbound calls, mails and
outbound calls across the affiliates to optimise and achieve service performance level
targets.
Provide digital channels support across the affiliates/Countries where there is Ecobank
presence – Anglophone.
Identify and timely resolution of Ecobank Corporate and Commercial banking customers’
complaints, requests and enquires through various banking application with appropriate
units across the affiliates.
Identify and implement improvements to enhance the customer experience or improve
operational efficiency.
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Build effective relationships with other teams and departments. Communicate all
information clearly and in a timely manner.
Relationship Manager - Commercial banking
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Aug 2018 – Feb 2020
Create and enforce plans that will help meet the needs of customers to encourage highsales and good customer service practices
Build long-term relationships with clients and customers
Notify the sales team of new sales, cross-selling opportunities and create strategies and
work with clients to boost their brand
Help promote and maintain a positive company image
Aframero Limited, Ilupeju, Lagos
Customer Service – Team Lead
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Feb 2015 – June 2018
Proffer solutions to challenges concerning products and services and give optimum
satisfaction to customer’s requests.
Ensure that the department maintains an up-to-date inventory of all company’s products.
Assign and coordinate the job functions of team Members, develop and ensure effective
communication and compliance with standards of operation.
Maintain the customer relationship software and help generate information and decision
that will improve meeting customer needs and satisfaction. Ensure that routine
administrative duties associated with departmental functions of the company are carried
out.
REFEREES
Will be provided on request.
