Customer Care Service

BABALOLA, EBUNOLUWA TOSIN

Mobile: +234********** Email: adc3yk@r.postjobfree.com

Dolphin Estate Ikoyi, Lagos, Nigeria

PROFILE SUMMARY

Highly dedicated, disciplined and detail-oriented Financial/Credit Analyst with hands-on experience in quantitative/statistical analysis, budgeting, accounting, and forecasting. Refined ability to provide robust modelling and reporting to facilitate executive-level decision making. Demonstrates strong analytical skills; supporting operations through analysis of key performance indicators and trends. Known as a consensus-driven communicator; liaises across various business units and promotes organizational success. Possesses effective communication, refined leadership and dynamic people management skills with a poise for excellence in different work environments. Technologically sound; has an incredible understanding of modern technology and proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).

Currently seeking an exciting opportunity where a combination of entrepreneurial drive and ownership mindset is encouraged; leveraging skills to contribute own quota to overall organizational growth.

CORE COMPETENCIES

Strategy Development

Risk Management

Corporate Finance

Performance Optimization

Effective Communication

Relationship Management

Concept Implementation

Training and capacity development

Accurate Forecasting

Documentation & Reporting

Team building/Leadership

PROFESSIONAL WORK EXPERIENCE

VIRTUE-ONE GLOBAL INVESTMENT – Lagos, Nigeria

Head, Credit Risk Management May 2016 – Present

Reviewed and verified tons of loan requests, approved and disbursed over 500 credit requests in 2018 from businesses across acceptable sectors with 97.5 recoverability.

Coordinates the analysis of bank statements, financial statements, all loan documentations for identify risk element, computation of debt service ratio for employed persons and assessment of group loans.

Makes final recommendations to management on approval/decline of application after all key factors of risk evaluation been considered and collaterals have been perfected.

Liaises with the various credit bureaus to ascertain and update the credit worthiness of any intending obligor as well as reporting customers’ credit information to CRC and First Central Credit Bureaus.

Administers all risk asset products, circulates loan documentation requirements, risk acceptance criteria and ensures compliance of the Business Development Units with the company’s code of conduct and policy, credit procedures and other regulations.

Conducts orientation for new recruits, regular divisional training for Credit Risk Management Division and cross-divisional trainings for one or more Divisions in the Organization periodically.

Organizes sensitization and public hearing for concerned divisions when policies are updated or amended.

Chief Operating Officer

Oversaw the 4 cardinal areas of operations (Venture Capitalist, Asset Finance, Facility Management and Debt Recovery) and ensuring suitable product development under each.

Conducted sensitization and awareness for all staff on all products and reported to the Executive Management on all projects.

Managed negotiation/relationships with partners and vendors on all projects.

Carried out human resource activities to recruit the best skilled talent on all project.

Acted as liaison between the company, clients and vendors during on-going projects.

Provided structure for employee salaries and benefits tailor-made for respective categories of projects.

DIAMOND BANK PLC

Credit Analyst (Credit Cards). Sep. 2015 – May 2016

Reviewed and assessed the financial history of persons or companies to determine loan credibility.

Enhanced the quality of credit application tools and kept company credit exposures within set risk bearing limits.

Liaised with account officers on “keep-in-view” issues attached to each customer requests and ensured that loan requests were not pended beyond the expected/stipulated SLA.

Made recommendations about procedure/policy changes.

Liaised with the various credit bureaus to ascertain and update the credit worthiness of an intending obligor.

Cash Officer & ATM Custodian Jan. 2015 – Aug 2015

Enforced immediate crediting of cash deposits, and the daily balancing of teller at the close of business.

Maintained cash limits and ensured expatriation of excesses.

Ensured availability of fully functional Automated Teller Machine service to customers.

Held joint custody keys to vault and cash compartments, ensuring recommended cash levels were maintained.

Handled ATM computer reports and journal-rolls.

Ensured that all ATM terminals were kept clean and maintained in good condition.

Teller Service Representative (TSR) Apr. 2013 – Jan. 2015

Demonstrated excellent customer service by providing other general banking services, answering questions, and cross-selling Bank products and services, including referring customers to the sales team or other appropriate areas of the Bank.

Protected the Bank’s assets by understanding her policies and procedures and maintained customer confidentiality.

INTERRA NETWORKS (NCC CONTACT CENTRE)

Customer Care Representative Dec. 2012 – Apr. 2013

Handled customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism.

Communicated with customers using web-based tools and demonstrated the associated proficiency in typing and grammar.

Improved customer retention through bespoke programs and services provided to the customer.

AFRICA EXPORT AND IMPORT BANK (AFREXIMBANK)

Confidential Secretary/Administrative Officer – (Temporary Relief Staff) Aug. 2012 – Nov. 2012

Provided secretarial and administration support to the Administrative department, IT Department, the Trade Finance & Business Department.

Coordinated travel arrangements, departmental meetings, and compiled monthly financial reports.

Maintained the organization’s files and records of matters in progress while following-up to ensure actions were completed.

Kept accurate records of all repair or maintenance issues and invoices.

Participated in ad-hoc projects and other duties that were assigned from time to time.

Served as liaison between The President and other departments.

FORTIS MICROFINANCE BANK Jun. 2011 – Jul. 2012

Relationship Manager

Served as liaison between the customer and the Bank.

Monitored competitor products and assessed own performance.

Analysed and evaluated business marketing key metrics.

Developed and implemented customer retention strategies.

Resolved customer issues and responded to customer enquiries.

Loan Monitoring Officer

Explored avenues that allowed the collection of payments from all (might – be) delinquent loans in accordance with the standard collection process established by the Credit Department.

Created as well as supervised the loan modification plans for the repayment of loan.

Monitored and coordinated by personally handling the collection activity with various personnel in charge of the named loan facility.

Prepared reports for use of supervising officers of the company, detailing the collection activity at the branch and the progress of each account handled.

Electronic Banking – Card Ambassador

Coordinated the development, implementation, enhancement and support of the Bank's Internet banking products and services especially in Automated Teller Machine (ATM) banking.

Ensured that all willing customers applied for automatic teller machine (ATM) Cards and the Cards were produced in due time.

Saw to the immediate dispatch of the Cards to the respective customers for to ensure maximum activities on accounts.

O. L ALUKO & CO 2010 – 2011

Secretary

Prepared and managed correspondence, reports and documents.

Arranged and confirmed appointments and maintained schedules and calendars.

Established a filing system which improved the flow and storage of information and documents.

Organized and coordinated meetings, took minutes of meetings and circulated afterwards.

Managed office space, collated information and maintained databases.

COMMAND DAY SECONDARY SCHOOL - Enugu, Enugu state 2010 – 2011

Teacher (NYSC)

Conducted assigned classes at the times scheduled.

Maintained accurate, complete, and appropriate records and filed reports promptly.

Took precautions to protect records, equipment, materials, and facilities.

Implemented designated curriculum.

Assigned reasonable tasks and homework to students.

Supervised students in out-of-class settings.

EDUCATION

BSc. Sociology – 2008

University of Ilorin, Ilorin, Kwara State

PROFESSIONAL CERTIFICATIONS

Chartered Institute of Bankers of Nigeria (CIBN) – In progress

Careers Mastery Certification Programme - Chriscoopers; 2019

Advance Credit Analysis and Scoring - Credit Bureau Limited (CRC); 2017

Strategic Communication for Peak Sales – Diamond School of Protocol and Etiquette; 2017

Certified Business Analysis Professional (CBAP) – The OS Concepts Research and Consulting Limited; 2016

Strategic Business Process Improvement (BPI) Training – The OS Concepts Research and Consulting Limited; 2016

Fundamentals of Micro-Lending Training – Credit Bureau Limited (CRC); 2016

Basic Banking Operations – Credit Bureau Limited (CRC); 2016

Loan Documentation/Credit Analysis – Credit Bureau Limited (CRC); 2016

Advanced Credit Analysis - Credit Bureau Limited (CRC); 2017

File Document Management Skills – Credit Bureau Limited (CRC); 2016

Cash Flow Analysis/Fraud & Compliance – Credit Bureau Limited (CRC); 2016

Customer Service & Interpersonal Skills – Credit Bureau Limited (CRC); 2016

Presentation & Pitching Skills – Credit Bureau Limited (CRC); 2016

Work Place Productivity & Banking Operations School – Business Day Training; 2016

Job Creation and Awareness – IEC CAREER TRAINING NETWORK

Marketing and Personal Selling – FORTIS ACADEMY LIMITED

Executive Entry-Level Training Program – Diamond Bank; 2013

Basic Accounting Concepts – Diamond Bank; 2013

Basic Credit – FITC; 2013

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