Ishola Musa Abidemi

ABIDEMI MUSA ISHOLA Colchester, Essex | - |-| LinkedIn PROFILE SUMMARY Versatile and reliable Customer Service Professional with over 3 years experience in providing excellent customer service and finding solutions to customers inquiries. Proactive and dynamic with a focal point on developing and implementing to support company growth. Highly Motivated, fast learner and committed hard worker with strong work ethic. EDUCATIONAL CERTIFICATIONS ▪ Anti money Laundering(AML) Training Diploma - Janets UK 2024. ▪ Agile project management bootcamp - High impact careers UK 2023. ▪ PGD in Pharmaceutical Business & Technology – Griffith College, Dublin, Ireland 2022. ▪ Bachelor of Science (B.Sc.), Microbiology – Federal University, Wukari, Nigeria 2016. CORE COMPETENCIES AND SKILLS ●​ Excellent Communication skill ●​ Great Analytical Skill ●​ Complaint Resolution ●​ Attention to detail ●​ Inventory Control & Monitoring ●​ Good Team Player ●​ Risk Management and Regulatory Compliance ●​ Customer Satisfaction ●​ Proficient with Jira and Confluence ●​ Time Management ●​ Self Awareness ●​ Microsoft Office Suite KEY CAREER ACHIEVEMENTS ▪ Developed a way to sort disorganised inventory for E-commerce stores, improving efficiency and saving the company 500,000 worth of goods - The Light General Services. ▪ Implemented an advanced inventory system, simplifying tracking and usage for efficient re-ordering, resulting in streamlined operations -- The Light General Services ▪ Devised a marketing strategy to reach the right target audience, which helped double sales of a particular product by the quarter of the year - Permanent TSB ▪ Achieved a customer satisfaction rate of 90%, sales increased by 13%,praised and well recognised within the branch community. - Permanent TSB ▪ Consistently exceeded sales targets by generating over half a million in new business through tailored product recommendations and cross selling, achieved by identifying customer requirements and matching them with appropriate financial solutions. - Permanent TSB WORK EXPERIENCES CUSTOMER EXPERIENCE CHAMPION - Permanent TSB, Dublin. February 2024 - Till present ▪ performed cash administration duties,balancing and administration of ATM/SSBM in line with policies and procedure as per branch model. ▪ Investigated and assessed financial crime risks, identifying red flags and ensuring compliance including application fraud, account takeovers, and transaction disputes. ▪ Collected and analyzed data from internal systems and external sources to support risk assessments and decision-making. ▪ Generated and executed sales(home insurance, FFR and business customers)in accordance with the activity management system which resulted in 15% increase in the branch general net promoter score. ▪ Reviewed complex business structures and entity types, applying knowledge of high-risk indicators to strengthen due diligence. ▪ Provided an excellent level of customer service, took ownership of many cases in a complaint and professional manner both face to face and over the phone with guaranteed customer satisfaction. ▪ Assisted with sales campaigns including post fulfilment , administration, follow up tasks and actively contributed to growing new businesses in line with branch requirements. ▪ Provided guidance and support to internal teams, helping them protect the business from fraud by spotting suspicious activity early while also supporting genuine customers affected by fraud. ▪ Examined bank agreements, legal documents, and other paperwork to ensure accuracy, completeness, and compliance with regulations. PROJECT MANAGER – High Impact Careers, UK January 2023 – December,2023 ▪ Implemented a systematic approach by creating and maintaining a comprehensive project tasks backlog using Jira, ensuring transparency in monitoring project progress. ▪ Developed and organised project artefacts in Confluence, streamlining documentation and collaboration processes for efficiency. ▪ Led meetings with project stakeholders to gather requirements, address concerns and ensure alignment with project objectives. Collaborated closely with Subject Matter Experts, using their expertise to enhance project success. ▪ Successfully negotiated rates with the development team, prioritising cost-effectiveness and adhering to budget constraints. ▪ Coordinated team members for meetings, fostering effective communication and collaboration throughout the project lifecycle. CUSTOMER SERVICE REPRESENTATIVE - The Light General Services December 2021 – December 2022 ▪Revamped the e-commerce store's inventory system, implementing a new sorting method that enhanced operational efficiency by 50%. ▪ Wrote the winning proposal for a logistics business and coordinated its project launch; earned a bonus for winning performance. ▪ Identified and assessed customers' needs, providing timely solutions that produced a 95% customer satisfaction rate. ▪ Cultivated sustainable relationships of trust through open communication that increased repeat business and referrals by 25%. ▪ Providing personalised assistance and recommendations, contributing to a 20% rise in customer loyalty. ▪ Identified complaint-handling optimal solutions within shorter time frames, leading to a 30% reduction in average resolution time. REFEREES Available on request.