Victoria Williams

WILLIAMS, FOLARANMI VICTORIA CUSTOMER EXPERIENCE, CUSTOMER SERVICE & RELATIONSHIP MANAGER Lagos State, Nigeria Phone: - Email:- PROFESSIONAL SUMMARY Service-oriented and innovative customer service leader who is uniquely positioned to apply 16+ years of banking experience in all phases of customer satisfaction improvement, operations management, team leadership, relationship management, strategic partnerships and alliances, to help businesses expand their reach and increase their visibility. Proven record of generating workable solutions around customer complaints, which resulted in 25% increase in customer retention, and improved the Retail team’s profitability by 15%. Bona fide Fellow member of The Institute of Chartered Economist of Nigeria who is currently pursuing Safe Scrum Master. Open to customer service leadership opportunities in a global job market. AREAS OF EXPERTISE Customer Experience Management Front-End Supervision Team Building & Leadership Operations Management Call Centre Service Operations Category Prospecting Training & Management Consulting Business Development & Expansion Customer Relationship Management (CRM) Quality Assurance & Control Complaints Resolution Strategies QUALIFICATIONS OVERVIEW      Adept at creating value-based service tiers to deliver substantial revenue growth in highly competitive markets. Strategic solutions provider with a history of developing creative solutions for unsatisfied customers while leading brainstorming sessions with team members to improve customer satisfaction metrics. Versed in communicating a consistent and compelling brand message to targeted customers to drive efficiency with increase in bottom-line result and decrease in churn rate. Apply vision, intelligence, strategy, passion, and high personal standards to move businesses forward and create value. Ability to use Excel to organize and track customer service metrics, and compile these metrics into weekly reports for management. EXPERIENCE & ACHIEVEMENTS Polaris bank Limited | Resident Control Officer July 2021 – Present  Conduct prompt investigation of breach of policy and first level investigation on frauds including customers’ complaints in line with investigation guidelines, resulting in zero Fraud or loss of customers’ funds.  Ensure 100% regularization of error detected by implementing strategies that drive and build a policy and regulatory compliance environment across the bank.  Increase operational efficiency and effectiveness of the organization by ensuring compliance with the bank's regulations, policies and procedures.  Inspire the team by conducting control trainings /sensitizations on the learning points or recommendations arising from various investigations or policy/control lapses and monitor compliance of recommendations as need may arise.  Review and monitor transactions, and exceptions observed and highlight for corrections, reducing income leakage. Polaris bank Limited | Cash officer/Head Cash Center September 2018 – June 2021  Generated workable solutions around customer complaints, increasing customer retention rate by 25% while improving the Retail team’s profitability by over 15% in four months  Managed daily teller operations by ensuring they are effectively responding to customer, resulting in a 10% decrease in churn rate.  Improved efficiency and customer satisfaction rating by 40%, by monitoring and analyzing teller operations and providing feedback and guidance to tellers when necessary.  Trained and developed new and existing tellers about bank products and services, which increased sales by 12%.  Developed programs that empowered tellers in enhancing overall business performance, which resulted in a doubledigit revenue growth. Skye Bank PLC. | Head Transaction Officer (HTO) June 2015 - September 2018  Maintained high levels of customer satisfaction by expediting the process of clearing cheques for onward transmission to Head office or payment into appropriate customer account, resulting in a 25% increase in business performance.  Performed end-of-day balancing to ensure all transactions are processed correctly and appropriate account balanced. WILLIAMS, FOLARANMI VICTORIA -    Contributed to operational efficiency and increased revenue by 15%, by ensured all remittances, returns and reports due to regulatory authority, Government agencies and department are done promptly and efficiently. Reduced transaction processing time by implementing effective and efficient policies in that regard. Facilitated proper documentation of all branch transactions and authorized transactions above limit of transaction officers, which retained customers’ loyalties to the branch. Mainstreet Bank Limited | Head Customer Service July 2012 – May 2015  Effectively implemented efficient bank wide policies with respect to branch customer services, resulting in a 15% reduction in customer complaints.  Delivered 120% sales quota attainment for FY 2013 by executing sales for all consumer banking products of the bank.  Supervised activities of branch operations staff to ensure high quality service delivery, which increased sales by 20%.  Effectuated standardization in customer service delivery across the branch especially retail customers, which ensured consistency of service delivery bank wide and increased customer acquisition rate by 10% in 2014.  Consistently maintained a customer retention rate of 80%, while exceeding profitability targets through efficient service delivery on customers account management activities such as account opening, cheque book printing, standing order to mention but a few. Afribank PLC. | Relationship Officer (Retail Banking) December 2007- June 2012  Developed professional relationships based on trust, empathy, credibility and ethical conduct that resulted in a 15% increase in client retention and a 10% increase in upsell opportunities.  Acted as a liaison between clients and internal teams, advising them on their personal financial needs and objectives by analyzing their financial needs and objectives, recommending suitable in-house 'off the shelf' financial solutions, and executing clients' instructions on their banking and financial transactions, which improved overall client satisfaction scores by 20%.  Performed acceptance checks and on-boarding of retail clients in accordance with established policies and procedures, resulting in a 30% increase in client renewals.  Oversaw ongoing servicing of retail client accounts and identified any potential opportunities for extending basic banking service that led to a 15% improvement in client retention strategies. EDUCATION University of Ibadan, Ibadan, Oyo State, Nigeria Master of Personnel Psychology The Polytechnic Ibadan, Ibadan Oyo State Higher National Diploma, Marketing October 2016 March 2004 CERTIFICATION Safe Scrum Master (SSM) In view (2024) MEMBERSHIPS Fellow - The Institute of Chartered Economist of Nigeria (ICEN) Associate - The Institute of Chartered Economist of Nigeria (ICEN) August 2016 June 2008 REFERENCES Available on request WILLIAMS, FOLARANMI VICTORIA -