ONAOPEMIPO OYELAMI
- |-| www.linkedin.com/in/onaopemipooyelami
Lagos Nigeria
PROFESSIONAL SUMMARY
Results-oriented Customer Service Representative with over 3 years of experience, adept at driving client
success and demonstrating strong sales skills including upselling and cross-selling. Known for creative
problem-solving to consistently exceed client expectations. Expertise in building strategic client
partnerships to foster a customer-centric environment, enhancing satisfaction and retention. Proficient in
Microsoft Office Suite with a proven track record in effective time management and clear communication.
SKILLS
Critical thinking and problem solving
Effective Communication
Client relationships
Attention to Detail
Analytical Skills
Negotiations
Empathy
Conflict Resolution
Time Management
Adaptability
Team Collaboration
Active Listening
PROFESSIONAL EXPERIENCE
Feb 2022 - Present
GURANTY TRUST BANK LTD
Customer Relationship Manager
Directed strategic client engagement for 3,000+ NTB customers, driving N1 billion risk asset growth in 2
years.
Accomplishments:
Directed strategic client engagement for over 3,000 New To Bank customers, driving N1 billion in risk
asset and N5 billion liability growth over two years,
Managed a portfolio of over 320,000 clients, ensuring alignment with individual risk tolerance and
market conditions.
Spearheaded operational excellence initiatives, resulting in a 20% increase in efficiency and streamlined
workflows.
Developed personalized financial guidance, achieving a 95% client satisfaction rate and 80% client
retention rate also making sure to exceed long-term goals.
Cultivated a collaborative, high-performing team environment that saw a 15% increase in productivity
and continuous learning and growth.
CORONATION INSURANCE PLC
Feb 2021 - Feb 2022
Customer Solutions Specialist
Efficiently managed customer communication channels and integrated sales with service initiatives,
contributing to increased revenue and engagement.
Accomplishments:
Managed 50 customer inquiries daily, maintaining a 95% satisfaction rating through effective
communication and problem-solving skills.
Exceeded sales targets by 18% through successful upselling and cross-selling strategies.
Implemented a new call routing system, reducing customer wait times by 25% and improving efficiency,
resulting in a 10% increase in customer satisfaction ratings.
Assisted in training new staff, leading to a 15% improvement in their performance metrics within the
first month of onboarding.
Fostered a customer-centric culture, resulting in a 10% improvement in overall team customer
satisfaction ratings.
EDUCATION
UNIVERSITY OF IBADAN, IBADAN, NIGERIA
Bachelor of Science in Political Science (CGPA : 3.3)
