Olisa Odunayo

ODUNAYO OLISA Abuja, Nigeria |-|-| https://www.linkedin.com/in/oolisa01 ​ PROFESSIONAL SUMMARY Strategic Customer Experience Leader with 10+ years of experience delivering exceptional client service, building high-performing support teams, and driving retention through data-informed decisions. Proven ability to resolve 95%+ of customer issues within SLA, optimize support workflows, and enhance satisfaction across banking and service sectors. Adept in CRM platforms, cross-functional collaboration, and managing complex operations in fast-paced global environments. Currently pursuing an MBA in Sustainability & AI to align customer-centricity with innovation and long-term impact. CORE COMPETENCIES/SKILLS ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ Expert in building strong client relationships and improving customer lifetime value through tailored support strategies. Proven ability to lead, mentor, and manage customer support teams to exceed service delivery KPIs. Skilled in resolving high-volume customer issues with empathy and precision achieving up to 97% satisfaction rate. Proficient in Temenos T24 and other CRM platforms, leveraging tools to streamline on boarding and ticket resolution. Demonstrated success in redesigning workflows to improve support speed, reduce redundancies, and enhance efficiency. Adept at using customer data and feedback analytics to drive insight-led service enhancements. Experienced in managing support projects across virtual teams using agile methodologies and cloud tools. Strong written and verbal communication skills with a high degree of emotional intelligence for stakeholder management. Skilled in Microsoft Office Suite, Google Workspace, Canva, Zoom, and other tools for support documentation and reporting. Delivered internal training and built knowledge base documentation to enhance team capabilities and reduce ramp-up time. Skilled in driving growth strategies for start-ups and small businesses. Experienced in podcasting and developing digital content for sustainability and civic engagement. Proficient in initiating, planning and executing cross-functional projects with measurable outcomes. TOOLS & TECH STACK: Temenos T24, Microsoft Office Suite, Canva, Google Workspace, Zoom and Slack WORK EXPERIENCE KEYSTONE BANK LTD, NIGERIA ​ ​ ​ ​ ​ ​ ​ ​ MAR. 2023 – PRESENT CUSTOMER EXPERIENCE LEAD ●​ Resolved over 1,000+ customer complaints monthly with a 97% satisfaction rate. ●​ Led account onboarding, KYC compliance, and database management for 500+ clients. ●​ Trained and supervised new staff on AML/CFT, reducing compliance breaches by 30%. ●​ Conducted due diligence and advised customers and internal teams on account features, compliance and process efficiency. SERVELEAD GLOBAL, ABUJA​ ​ ​ ​ ​ ​ ​ ​ FEB. 2022 – OCT. 2022 PROJECT AND ADMIN MANAGER​ ​ ​ ●​ Coordinated 10+ cross-functional initiatives and internal events across departments. ●​ Managed executive calendars, documentation, and email communications for 3 offices. ●​ Improved administrative workflow by 40% using digital file systems and SOPs. LAGOS STATE MINISTRY OF ENVIRONMENT ​ ​ ​ ​ ​ ​ JUL. 2021 – JAN. 2022 PA TO PERM. SEC GRADUATE INTERN (ENVIRONMENTAL MANAGEMENT) ●​ Provided exceptional Customer Service to internal and external stakeholders. ●​ Supported the planning and execution of climate change programs, including World Environmental Day events and C40 initiatives. ●​ Provided general administrative support to the Permanent Secretary’s Office, ensuring smooth day-to-day operations. ●​ Responded to queries and concerns from stakeholders, providing timely and effective solutions. BUILDER’S SHOP CENTER, ABUJA ​ ​ ​ ​ ​ ​ FRONT DESK​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ AUG.2016 – NOV.2016 PERSONAL ASSISTANT​ ​ ​ ​ ​ ​ ​ ​ ​ JUL.2015-OCT.2015 ●​ Managed internal communication, scheduled appointments, and drafted reports. ●​ Supported event planning for workshops and stakeholder forums. VOLUNTEERING EXPERIENCE ●​ ●​ ●​ ●​ Caregiver/ Hostess at COZA GLOBAL​​ ​ ​ ​ ​ ​ Personal Assistant at Trumie Outfit​ ​ ​ ​ ​ ​ ​ Volunteer Team Lead at​ ​ ​ ​ ​ ​ ​ ​ ​ Recycling Scheme for Women and Youth Empowerment (RESWAYE) Volunteer Team Lead at Servelead Humanitarian Initiative​ ​ ​ ​ ​ ​ ​ Feb. 2014 – Present Nov. 2014 – Feb. 2018 Sep. 2020 - Present Feb. 2022 – Aug. 2023 EDUCATION University Of Nexford MBA (Sustainable & Artificial Intelligence)​ ​ University of Ilorin BSc (Geography and Environmental Management)​ TRAINING/CERTIFICATION ​ ​ ​ ​ ​ In View ​ ​ ​ ​ ​ 2013 - 2017 • Customer Service Excellence – Keystone Bank Graduate School • Project Management (Google, In View) • Soft Skills Training – Jobberman (Online) • McKinsey Forward Africa (Foundation Level) • Global Environmental Management – Technical University of Denmark • Age of Sustainable Development – Columbia University • Certificate in Computer Training – Ceety Computer Academy ●​ Active Listening: Enhancing Communication Skill – Coursera Instructor network ●​ Communication for Healthy Outcome – YALI Network REFERENCE Available on request.