Looking for a job

Ismail Bakare

@ismailbakare

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I improve digital banking customer experiences through data analysis, relationship management, and process improvement.

Nigeria

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What I'm looking for

I'm looking to apply my digital banking, customer experience, data analysis, and process improvement skills to improve customer journeys, service delivery, retention, and business outcomes.

At ALAT by Wema Bank, I improve digital banking operations and customer journeys through data reporting, KPI tracking, process improvement, and stakeholder collaboration. I manage relationships with 100+ retail customers, using customer behavior and transaction trends to strengthen retention, engagement, and digital product adoption.

Previously, I resolved complex customer issues across live chat, email, and social media, contributing to a 25% increase in CSAT. I also built a centralized knowledge base that reduced average resolution time by 30%.

Experience

Work history, roles, and key accomplishments

Business Analyst & Retail Relationship Management Officer

ALAT by Wema Bank

Sep 2024 - Mar 2026 (1 year 6 months)

Collaborated with cross-functional teams to implement process improvement initiatives, reducing operational inefficiencies and improving service turnaround time. Managed a portfolio of 100+ retail customers, strengthening client relationships and driving revenue growth through targeted cross-selling and upselling.

Business Analysis Retail Banking Relationship Management Customer Experience Data Analysis KPI Tracking Stakeholder Engagement Process Improvement Excel Data Reporting Data Visualization

Customer Experience Officer

ALAT by Wema Bank

May 2022 - Sep 2024 (2 years 4 months)

Managed customer interactions across live chat, email, and social media, consistently meeting Service Level Agreements (SLAs) and improving customer engagement. Resolved complex customer issues, contributing to a 25% increase in customer satisfaction (CSAT) and improved customer retention.