Enitan Fatuga

Lead end-to-end service operations across multiple upscale properties, rebranded the Guest Experience Department, and implemented live reporting and automation that significantly reduced guest feedback turnaround time.

Managed front desk and client services operations, implemented training and escalation protocols that improved team responsiveness by 35% and enhanced patient satisfaction.

Directed a 23-member customer service team, implemented real-time complaint dashboards and performance audits, reducing complaint resolution time and improving retention and satisfaction.

Provided frontline administrative and patient support using e-clinic systems, managed multi-channel inquiries, and improved patient onboarding and service request handling.

Managed retail banking portfolios, resolved escalations via Finacle, and maintained a 98% client satisfaction rate through proactive relationship management and investigations.

Supported branch marketing and customer acquisition initiatives, reactivated dormant accounts, and contributed to branch performance and new business generation.

Postgraduate studies in public administration focusing on organizational management, policy implementation, and strategic administration.

Completed a Bachelor of Science in Education with emphasis on industrial and labour relations, covering organizational behavior and workplace relations.

Completed a diploma program in marketing providing foundational knowledge in marketing principles and customer relationship management.