SOLA OLUFEMI OLOGBOSERE
Account Support Officer
Lagos, NG.About
Dedicated and detail-oriented Account Support Officer with 10 years of experience in providing exceptional customer service, managing client accounts, and resolving complex inquiries within the banking and finance sectors. Proven ability to build strong client relationships and drive customer success through proactive support, leveraging expertise in data analysis, CRM systems, and cross-functional collaboration. Seeking to apply comprehensive problem-solving and communication skills to enhance operational efficiency and client trust in a dynamic organization, with availability for remote work.
Work
Lagos, Lagos State, Nigeria
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Summary
Currently serves as an Account Support Officer, overseeing comprehensive customer assistance, technical support, and record management to ensure seamless client operations within the banking sector.
Highlights
Resolved an average of 50+ daily customer inquiries related to account access, transactions, and billing, consistently improving client satisfaction scores.
Provided technical support and guided clients through account setup and system navigation, effectively reducing user-reported issues by 15% through proactive troubleshooting.
Managed and updated sensitive customer account information for over 5,000 clients, ensuring 99.9% data accuracy and compliance with KYC and company policies.
Streamlined issue escalation processes, directing complex cases to specialized teams and achieving a 95% resolution rate within defined service level agreements.
Maintained high client retention rates by delivering clear, professional, and timely communication across phone, email, and live chat channels.
Lagos, Lagos State, Nigeria
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Summary
Managed and implemented HACCP systems to ensure stringent food safety and regulatory compliance across all food production processes.
Highlights
Conducted comprehensive hazard analyses, identifying biological, chemical, and physical risks in food production processes to ensure product safety.
Determined and optimized Critical Control Points (CCPs), establishing essential controls to prevent or reduce hazards to safe levels in food manufacturing.
Developed and oversaw monitoring procedures for CCPs, ensuring 100% adherence to critical limits and minimizing deviations.
Designed and implemented effective corrective action plans to address deviations from critical limits, maintaining product integrity and safety standards.
Maintained meticulous records of HACCP plans, monitoring activities, and verification results, ensuring full audit readiness and compliance with industry regulations.
Lagos, Lagos State, Nigeria
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Summary
Performed microbial testing and analysis to uphold stringent food safety and quality control standards within a food production environment.
Highlights
Conducted over 100 microbial tests monthly on raw materials, products, and equipment to detect pathogens and spoilage organisms, preventing contamination.
Ensured 100% compliance with FDA, USDA, and HACCP food safety standards, significantly reducing product recall risks and enhancing consumer confidence.
Monitored and verified sanitation protocols across production facilities, improving hygiene practices and reducing cross-contamination incidents by 20%.
Contributed to R&D initiatives by investigating microbial behavior, leading to process improvements that extended product shelf life by an average of 15%.
Analyzed and interpreted complex microbial test results, generating comprehensive reports that informed strategic decisions and ensured regulatory compliance.
Languages
English
Yoruba
Skills
Customer Service & Support
Customer Assistance, Client Relationship Management, Inquiry Resolution, Technical Support, Issue Escalation, Customer Satisfaction, Client Trust, Account Management, Complaints Management.
Data Management & Analysis
Account Data Analysis, Record Management, Data Accuracy, Billing Issues, KYC (Know Your Customer), Data Interpretation, Reporting.
Quality Assurance & Compliance
HACCP, Hazard Analysis, Critical Control Points (CCPs), Monitoring Procedures, Corrective Actions, Documentation, Verification, Food Safety Standards, Quality Control, Sanitation Oversight, Regulatory Compliance (FDA, USDA), Microbial Testing.
Technical & Software
WorldPress, Microsoft Word, Microsoft Excel, Microsoft PowerPoint, CRM Systems, System Navigation, Troubleshooting.
Communication & Collaboration
Professional Communication, Cross-functional Collaboration, Problem-solving, Analytical Skills, Attention to Detail, Market Research, Project Management.
References
References
Available upon request