ADELOYE, Adewunmi Esther
Head, Customer Service Officer & Financial Services Professional
Lagos, NG.About
Highly dedicated and results-oriented professional with over three years of experience in the financial services industry, specializing in customer relationship management, risk mitigation, and business development. Proven ability to enhance operational efficiency, drive significant improvements in customer satisfaction (e.g., 15-point NPS increase, 90% satisfaction rate), and contribute directly to revenue growth (e.g., 50% PBT increase). Adept at leveraging strategic insights and fostering strong client relationships to achieve superior business outcomes.
Work
Lagos, Lagos State, Nigeria
→
Summary
Led customer service operations and relationship management for a zone, ensuring regulatory compliance and driving customer satisfaction and revenue growth within Zenith Bank Plc.
Highlights
Coached and mentored a team of 8 customer service representatives, enhancing their skills to achieve high standards of service delivery and operational efficiency.
Resolved over 200 customer complaints monthly, consistently maintaining a 90% customer satisfaction rate and fostering positive client relationships.
Utilized advanced CRM tools and payment platforms (Interswitch, UPSL, Zone Switch, Visa, Mastercard) to expedite dispute resolution, significantly improving service turnaround time and customer retention.
Spearheaded customer experience initiatives, directly contributing to a 15-point increase in the Net Promoter Score (NPS) and strengthening customer loyalty.
Drove revenue growth by actively engaging in upselling and cross-selling banking products, deepening customer relationships and expanding portfolio value.
Lagos, Lagos State, Nigeria
→
Summary
Managed complex trade finance operations and correspondent banking activities, ensuring compliance and significantly contributing to profitability at Zenith Bank Plc.
Highlights
Processed critical trade transactions (Forms M, A, NXP, Q), directly contributing to a 50% increase in monthly Profit Before Tax (PBT).
Conducted meticulous reviews of Form Ms., shipping documents, and exchange control documents (ECD & PAAR) to ensure stringent compliance and accuracy.
Initiated and led training programs for multiple trade zones, resulting in a quantifiable reduction in processing errors and enhanced operational efficiency.
Lagos, Lagos State, Nigeria
→
Summary
Developed and implemented market-fit strategies and managed client relationships to drive growth for The Startup Place.
Highlights
Contributed to the development of market-fit products and services by conducting in-depth market research and trend analysis.
Managed end-to-end business development projects, from proposal preparation to delivering client briefings, securing new opportunities.
Facilitated key client meetings, meticulously documented business plans, and provided strategic insights that informed growth initiatives.
Certificates
Skills
Technical Skills
Microsoft Office Suite, Data Analytics, Business Intelligence (BI), Interswitch, UPSL, KYC, CRM Tools.
Industry Knowledge
Customer Service Management, Business Intelligence, Customer Retention, Call Interaction, Risk Management, Compliance, Trade Finance.
Soft Skills
Communication, Problem-Solving, Conflict Resolution, Team Leadership, Persuasion, Client Relationship Management.