Temitayo Ayeni

Temitayo Ayeni Mobile:-. Email:-SUMMARY Business Management professional with 15+ years’ experience in customer relationship and experience management, business analysis, office management, compliance and managing projects of varying scope, size and complexity. SPECIALITIES Administration, Customer Service, Business analysis, Compliance, Marketing, Project Management, Executive Support, Strategy Planning and Execution SKILLS ● Coordinating and Organizing ● Customer Experience Analysis ● Customer Relationship Management ● Marketing and communications ● Facilitating meetings between business units and implementation teams. ● Experience is drafting processes and developing process flowcharts using Microsoft Visio ● Problem Troubleshooting and Solving ● Generating and investigating transaction alerts ● Content creation and social media management ● Suspicious transactions monitoring and reporting ● Managing, Processing and Analyzing Information ● Researching and Investigating ● Process Improvement and Program Management ● Scheduling tools (MS Project, MS Excel, Sling, Wheniwork) ● Collaboration tools (MS SharePoint, Zoom, MS Outlook, MS Teams, Jira, Slack and Trello) ● MS Office Suite Expert (Word, Excel, PowerPoint, Visio, Access, Outlook) ● Exceptional team player and self-starter PROFESSIONAL EXPERIENCE Servus Credit Union – Edmonton, AB Card Advisor Oct 2024 – Date Worked on increasing the bank’s share of banking business by acquiring new customers. • Maintained good officer to client relationship to ensure longer banking relationships • Managed members’ transactions to ensure efficient services. • Processed new credit card requests for customers to accommodate their financial needs. • Responsible for cross-selling production such as Auto and Home Insurance referrals. • Initiate money transfer requests on behalf of members. • Provide advice to enhance member’s financial fitness • Recommended appropriate products to suit each customer's need. SaskPower - Saskatoon, SK Customer Service Representative Aug 2023 – July 2024 ●Provide high-touch inbound and outbound voice calls, email, and chat solutions in a position requiring advanced communication and interpersonal skills to educate the customer on power. ● Connect with existing and new customers to uncover their needs, provide recommendations on products and services, and partner with the customer in selecting the right products. ● Resolving customers’ concerns and ensuring timely completion of the interaction. ● Work in a fast-paced and result-driven environment, ● Build quick connections with customers and provide a positive experience through professional communication. ● Entering accurate customer requests and following up till they are satisfied. ● Be the first and only point of call to ensuring customers concerns are resolved and ensure theydo not have to repeat calls on same issues. Sasktel – Saskatoon SK Inbound Sales Representative Nov 2021 – Aug 2023 ● Provide high-touch inbound and outbound voice calls, email, and chat solutions in a position requiring advanced communication and interpersonal skills to educate the customers on Sasktel Telecommunication, Max TV, Internet and home security systems • Be the first and only point of call to ensuring customers concerns are resolved and ensure they do not have to repeat calls on same issues • Connect with existing and new customers to uncover their needs, provide recommendations on products and services, and partner with the customer in selecting the right products. ● Call customers to let them know of offers that can benefit them after proper review of their account. • Follow up with customers with one to three months owing to pay up, else move accounts to appropriate collections phase. ● Assists customers with service reconnections after they have paid outstanding/overdue and ensure all proper procedures have been followed ● Rendition of all required reports. Area Compliance Officer. 2021 First Bank of Nigeria Limited, Lagos • June 2020- May Performed transaction analysis, investigated and reported suspicious transaction reports (SAR) on suspicious activities and fraud cases. • • Completed Currency Transaction Reports (CTR) on high volume currency transactions. Performed customer due diligence (CDD), enhanced due diligence (EDD), and KYC screening on new and existing clients utilizing a variety of independent research sources. • • Developed and monitored sanction screening for trade and payment transactions across the group. Drafted transaction-based reports for the Independent Review Committee and managed semi-annual and quarterly regulatory reporting. • • • Conducted reviews of various business functions against internal policies and procedures. Contributed to the development of internal control process, implementation and management. Worked with compliance officers within the group to build a risk-aware and control-conscious culture by creating a consistent integrated risk management framework for the company. Marketing Specialist First Bank of Nigeria Limited, Lagos June 2018- May 2020 • Developed and executed marketing campaigns that align with the bank’s strategic goals and objectives. • Conducted market research to understand consumer behavior, competitors, and emerging trends. • Established and maintained relationships with key stakeholders to secure positive media coverage for the bank. • Managed the bank’s social media presence, creating engaging content for platforms like Facebook, Twitter, LinkedIn, and Instagram. • Tracked and analyzed digital campaign performance using tools like Google Analytics, social media analytics, and CRM systems. • Assisted in managing the internal communication strategy during organizational changes, product launches, or company-wide initiatives. • Developed communication materials for internal stakeholders to align employees with corporate goals and initiatives. • Supported the bank’s Corporate Social Responsibility (CSR) initiatives and community engagement programs which helped to build goodwill and enhanced the bank’s image. • Tracked and reported on the effectiveness of marketing campaigns, digital engagement, media coverage, and other communication efforts. BUSINESS ANALYST Apr 2016 – May 2018 First Bank of Nigeria Limited, Lagos • Achieved a 10% reduction in the turnaround time for account opening through product enhancements and processes improvements. • Improved the uptime for the ATM channels bank wide by 8% within 6 months, by leading a business improvement team that conceptualized and implemented process and technology improvements. • Led the requirements gathering and validation for an enhancement to the employee reimbursement modules of the bank’s ERP, which led to a 5% increase in employee satisfaction. • Performed regular and ad hoc qualitative and quantitative analysis to provide insights into the performance of all digital Banking products, identifying and recommending opportunities for improvement, and assessing effectiveness of initiatives. CUSTOMER SERVICE/RELATIONSHIP MANAGER First Bank of Nigeria Limited, Lagos Mar 2010 - Apr 2016 • Identified and implemented process improvements across the customer experience group, by performing a process audit and working with stakeholders to eliminate waste and consolidate processes. • Responsible for handling customers complaints and enquiries via email or telephone for account opening, account reactivations, update of customers’ information. • Conducted regular training for my team members to ensure that we are thriving to always deliver excellent service to both internal and external customers. • Assisted with the resolution of customers’ complaints and also ensuring that they are delighted. • Vast in the use of Microsoft Word, Excel, Power point and Office 365 for reports, inventories, presentations and email. • Supervised three junior customer service officers and provided guidance and training. • Responsible for keeping my team members on task, communicating customer service and retention goals. • Kept and properly filed customers documents according to the organization’s laid down procedures. • Responsible for ensuring that customer transactions and requests are treated with high level of professionalism. • Worked with the bank sales team to ensure customer needs are met, new customer acquisitions and retention. • Customized and generated regulatory and application specific reports for the business applications being supported using BI and SSIS tools. Access Bank Plc, Lagos, Nigeria Relationship Officer / Retail sales officer. Feb 2008– Apr 2010 • Prepared credit facilities for customers to accommodate their financial needs. • Responsible for monitoring Import Finance Procedures for Customers- Trade Line Utilization, • Deal Confirmation, Letters of Credit establishment etc for customers that imports raw materials, semi – finished and finished products. • Managed the Branch's retail accounts. • Recommended appropriate products to suit each customer's need. Total Data Limited (Consulting and outsourcing firm) Administrative Officer Jul 2006 – Jan 2008 ● Performed monthly accounting reconciliations and managed accounts payable for rent and utilities. ● Organized meetings at varied venues. ● Developed training schedules and materials. ● Effectively handled all inbound and outbound communications via email and phone. Managed ● confidential information in accordance with privacy guidelines. ● Planned and organized office equipment within budgetary requirements. ● Managed staff records. Supervised and scheduled clerical staff and security personnel ● Prepared and analyzed periodic reports and shared insights with management on office administration. ● Managed basic IT functions, oversaw health and safety, and other duties as delegated by the Manager. ● Prepared purchase requisitions and purchased items. ● Provided administrative support to the Prime mover, including scheduling appointments and travel arrangements. ● Efficiently managed all office operations. EDUCATION 2006 BSc Marketing Covenant University, Ota, Ogun State, Nigeria CERTIFICATION 2024 Certified Sigma Six Yellow Belt Professional VMEdu Inc 2023 Certified Business Analysis Professional (CBAP ®) International Institute of Business Analysis 2023 Scrum Product Owner International Scrum Institute 2022 Harmonized Life License Qualification Program Insurance Council of Saskatchewan TRAININGS 2021 Business Analysis Training Bluepage Consulting, New Brunswick, Canada Temitayo Ayeni Mobile:-| Email:-