OLUWASEYI AYOOLA-OMONIRA
Kildare
Summary
Certified and self-driven Scrum Master with experience in Customer Relationship Management, Collection Specialist and Digital Product Marketing with over 6 years work experience in Nigeria and Republic of Ireland. I have worked both in the Retail, Financial and Service Sectors and has demonstrated superb command of project management, client conflict resolution and business management.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service, Collection Specialist
CAPITA CUSTOMER MANAGEMENT
Ireland
11.2021 - Current
- Review and restructuring of failed payment plans
- Contacting customers and informing them of their overdue bills
- Advising customers on their payment options and suggesting methods of payments
- Negotiating and planning suitable payment plans
- Maintaining customer payment records
- Building sustainable trust relationship with customers
- Responding to customer queries
- Ensures day-to-day and weekly collections target are met.
Customer Service Officer
FIRST BANK NIGERIA LTD
Nigeria
01.2021 - 08.2021
- Answer questions about account types and banking products
- Assist banking customers who are victims of fraud, theft or identity theft
- Assist with Account Opening and Account maintenance request
- Assist customers with replacement of lost or stolen credit or debit cards
- Identifying and assessing a customer’s needs to ensure they are satisfied.
Financial Transaction Officer
FIRST BANK NIGERIA LTD
Nigeria
03.2019 - 01.2021
- Enters transaction data on accounting system terminal
- Assists with related activities such as deposits, cheque disbursements, collection or similar duties
- Maintains and accounts for cash drawer and daily transactions; reports discrepancies
- Performing other related duties as assisted by the supervisor.
Digital Product Specialist
FIRST BANK NIGERIA LTD
Nigeria
06.2017 - 03.2019
- Targeted both offline and online customers by designing comprehensive marketing strategy
- Managed a wide range variety of customer service and administrative tasks to resolve customer issues quickly and efficiently
- Resolution of customer complaints on digital channels
- Handling customer inquiry about digital banking products
- Collating and reporting error codes that transpired.
Assistant Manager
STANDARD WORLD GARDEN HOTEL
11.2016 - 05.2017
- Resolved complex guest issues
- Monitoring the day to day running of the business
- Ensured effective expense control, resulting in 25% increase in profitability within 6 months
- Interact with customers to ensure all customers are satisfied
- Maintaining accurate guest records for future reference in with data protection regulations.
Education
B.Sc. Economics, Second Class Honors Upper Division (2.1) -
Babcock University
Senior Secondary School Certificate (WAEC) -
Nigeria Premier College, Mushin Lagos
Skills
- Project Management
- Customer Relationship Management
- Complex Problem Resolution
- Strategic Planning
- Collection Specialist
- Scrum Master
- Agile Methodology
- Backlog management
- Sprint Planning
- Effective communication
- Scrum Events facilitation
- Scrum Tools (Jira, kanban, Tello)
- Coaching and Mentoring
References
Available upon request.
Certification
- Professional Scrum Master (psm 1) 2024
- Professional Scrum Product Owner (pspo 1) 2024
- Google Project Management 2023
- Scrumstudy: Scrum Fundamental certified 2022
- EC-Council Customer Relationship Management 2014
References
References available upon request.
Timeline
Customer Service, Collection Specialist
CAPITA CUSTOMER MANAGEMENT
11.2021 - Current
Customer Service Officer
FIRST BANK NIGERIA LTD
01.2021 - 08.2021
Financial Transaction Officer
FIRST BANK NIGERIA LTD
03.2019 - 01.2021
Digital Product Specialist
FIRST BANK NIGERIA LTD
06.2017 - 03.2019
Assistant Manager
STANDARD WORLD GARDEN HOTEL
11.2016 - 05.2017
B.Sc. Economics, Second Class Honors Upper Division (2.1) -
Babcock University
Senior Secondary School Certificate (WAEC) -
Nigeria Premier College, Mushin Lagos