KUDIRAT FOLASHADE ISIAKA
LinkedIn| linkedin.com/in/kudirat-isiaka-243b60223
Email|
Website|http://tinyurl.com/Kudiratisiaka
Customer Experience Officer | Data Analyst
+234, Nigeria
Knowledgeable and dedicated customer service professional with extensive industry experience in Customer Service Management, Customer
Intelligence, Administrative Management, Effective Communication, and Stakeholder Management. Solid team player with an outgoing, positive
demeanor and proven skills in establishing rapport with clients. Exceptionally skilled at transforming customer feedback into actionable insights that
drive revenue and improve processes. Expert in ensuring best practices across all activities by understanding and applying customer service essentials
and practical approaches, procedures, and regulations. Adept at managing and streamlining administrative processes to improve accuracy and
efficiency and achieve organizational objectives. Outstanding interpersonal, marketing, Leadership, and Organizational Skills while thriving within
driven environments.
CORE TOOLS
● MS Excel/Spreadsheet
●MS PowerPoint
●SQL
● Metabase
● CRM
● Salesforce
●Canvas
● Office 365
●MS Word
●Athena
CORE SKILLS
• Data Analysis
• Analytical Skills
• Problem-Solving
• Leadership Administration
• Clear communication
• Credit Management
• Customer Retention
• Analytical thinking
PROFESSIONAL EXPERIENCE
Senior Customer Experience/Customer relationship manager
Princeps Credit System Ltd (Credit wallet)
2023 – till date
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Craft compelling product demonstrations and presentations geared towards enhancing user experience and customer satisfaction.
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Responsible for onboarding customers post-sale and guiding them through our product to ensure their satisfaction. Acting as the primary point
of contact, effectively managing customer accounts and addressing any concerns to foster strong, long-term relationships. The goal is to ensure
customer satisfaction and retention.
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Coordinated with Remitta and other partner organizations to escalate complex cases to my manager, demonstrating effective collaboration and
issue resolution skills.
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Anticipate customer needs and deliver exceptional support to ensure a seamless customer journey.
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Facilitate the review and submission of Suspicious Activity Reports/Review high risk customers and perform CDD checks as required.
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Provide consultative support and solutions for all Customer; answer questions via phone and support ticketing center, resolve problems and
offer general assistance for the day-to-day operations of our various products.
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Collaborate with cross-functional teams to identify pain points in the user experience and implement solutions to address them.
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Successfully resolved customer complaints and disputes, including financial issues and pending mandates, utilizing strong communication and
problem-solving abilities to reach mutually beneficial solutions.
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Achieving 90% customer satisfaction rate by closely working cross-functional teams to enhance service delivery, foster brand loyalty, and drive
business growth.
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Provided timely and effective solutions to customer issues, ensuring prompt resolution and enhanced customer experience.
Additionally, played a key role in onboarding new colleagues, facilitating seamless transitions and knowledge sharing to drive team
efficiency and excellence.
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Stay updated on industry trends and best practices in user experience and customer experience to ensure alignment with evolving customer
expectations.
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Prepare and present daily reports, Monthly Progress Reports (MPR), and Quarterly Progress Reports (QPR) to staff management.
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Update customers Know Your Customer (KYC) information on their dashboard and provide strategic recommendations and improvement plans
for the team and organization.
Customer Retention Specialist
(My credit investment)
2022 –2023 FairMoney
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Develop product demonstrations and presentations for customers and develop new strategies for customer retention activities.
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Enhance productivity levels by anticipating needs and delivering outstanding support and responding proactively and positively to rapid change.
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Educate customers about billing, payment processing, and support policies and procedures, as well as providing excellent customer care by
responding to requests, assisting with product selection, and handling ordering functions.
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Implement and develop customer service training processes, and bolstered customer retention by creating and offering unique discount options
and inspiring interest in new product lines.
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Deliver prompt service to prioritize customer needs, as well as increased efficiency and team productivity by promoting operational best
practices.
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Meet customer call guidelines for service levels, handle time and productivity, and collaborate with staff members to enhance customer service
experience and exceed team goals through effective client satisfaction rates.
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Optimize customer support by establishing collaborative service environments through targeted operational initiatives, and promote superior
experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
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Deliver exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming,
positive experiences.
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Respond to customer requests, offering excellent support and tailored recommendations to address needs, and exhibited high energy and
professionalism when dealing with clients and staff.
Customer Service Representative
BlueRidge Micro Finance Bank
2020 – 2022
•
Offered advice and assistance to customers, paying attention to special needs or wants, and provided primary customer support to internal and
external customers.
•
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns, as well as
answering a constant flow of customer calls with minimal wait times.
•
Answered customer telephone calls promptly to avoid on-hold wait times, and responded to customer requests for products, services, and
company information.
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Clarified customer issues and determined the root cause of problems to resolve product or service complaints and developed customer service
policies and procedures to meet and exceed industry service standards.
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Utilized customer service software to manage interactions and track customer satisfaction, handle customer inquiries and suggestions
courteously and professionally.
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Demonstrate empathy and actively listen to user concerns, striving to resolve issues promptly and effectively.
Loan Review Officer | Quality Assurance
2020 – 2020 BlueRidge Micro Finance Bank
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Established plans and payoffs for customers' loans, prioritizing control of overall costs, and researched and developed standard scripts for calls
and email correspondence to customers. Prepared training materials (PowerPoint presentations) for Contact Centre Training.
•
Proactively identified solutions for customers experiencing credit issues and ensured that set standards on call and email handling are Met and
calls are handled in line with the Bank’s standard.
•
Negotiated loan terms and conditions with customers to secure the best deal, as well as Trained agents in developing excellent call-handling
skills.
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Identified opportunities to cross-sell and upsell loan products to customers, approved loan applications based on customer creditworthiness
and provided detailed financial advice.
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Responsible for monitoring, inspecting, and proposing measures to correct also including supporting the quality audits and document control.
•
Analyzed potential risks and evaluated loan products to identify suitable options for customers, communicating with other team members to
solve problems.
•
Supervised loan personnel and motivated them to maintain customer service and performance standards, as well as Daily monitored and
evaluated agents’ activities on all Contact Centre channels (Emails, X Cally, 3cs, Tiphone, Live chat, etc.)
Credit Appraisal and Customer service representative
Hududullah Micro Finance Bank
2019 – 2020
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Analyzed customer data such as financial statements to determine the level of risk involved in extending credit and made decisions and
recommendations about extending lines of credit.
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Helps the business to reconcile transactions across the general ledger and sub-ledgers together with other key accounts., as well as conducted
financial review of customer lines of credit by assessing company financials and initiating credit application reviews.
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Reviewed and approved or denied credit applications to keep the organization profitable by making informed lending decisions and worked in
tandem with the sales team and customers to negotiate payments and verify account reconciliations.
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Analyzed credit scores to determine borrowers' creditworthiness and conducted industry research to understand economic conditions
impacting borrower ability to repay loans.
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Attended credit-related training and conferences to stay informed about industry trends and developments, as well as reviewed credit reports
to comprehensively view borrowers' credit history and identify potential red flags.
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Gathered loan documentation for underwriting and monitored credit accounts routinely to identify and mitigate issues and prevent losses.
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Collaborated with other teams to identify and mitigate risks impacting the organization, and ensuring the accuracy, completeness, and reliability
of transactions reconciled from bank statements.
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Developed credit models to assist in the credit decision process and improved understanding of financial statements, which helped in assessing
risk.
Home Health Care Assistant | Yemola Clinic and Maternity Home
2015 – 2017
Administrative Officer (Intern) | Gurara local government
2015 - 2016.
KEY ACHEIVEMENT
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Identified and evaluated consumers' demands to achieve 100% satisfaction and established long-lasting, trusting connections through
transparent, effective communication.
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Identified key administrative models and target opportunities for innovation and delivered outstanding results tailored to business needs
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Provided a high standard of customer satisfaction and service to a growing client base, ensuring that an efficient, Courteous and professional
manner was always upheld.
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Managed relationships with internal and external stakeholders and supported teamwork efforts toward the most efficient and profitable
business solutions.
EDUCATION
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BSC in Business Administration (Banking and Finance) (iView)
Ahmadu Bello University (ABU)
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Higher National Diploma | Business Administrative & Management
Polytechnic, Kaduna State.
CERTIFICATION, TRAINING & MEMBERSHIP
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Google Data Analytics Capstone: Complete a Case Study (COUSERA)
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Google Data Analytics, Data Visualization
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Certified Business Intelligence Professional (CIBP)
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Certified Product Manager (CPM)
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Effective Customer Service (AOE)
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ALX Africa (in view)
Kaduna
