Open to opportunities

Odunayo Lawal

@odunayolawal

Message

Enthusiastic CX Executive with strong analytical and communication skills.

Nigeria

Message

What I'm looking for

I am looking for a role that fosters growth and values innovation, where I can leverage my skills to enhance customer experiences and drive business success.

I am an enthusiastic and goal-driven individual with a strong background in customer experience and financial services. My journey has equipped me with robust analytical, numerical, and communication skills, enabling me to excel in service-oriented environments. I thrive on delivering results that drive organizational success while continuously pursuing self-development opportunities.

Currently, I serve as a CX Executive at Sterling Bank, where I ensure compliance with regulatory standards and enhance customer satisfaction through effective complaint resolution and operational efficiency. My previous roles as a Universal Teller and Insurance Advisor have honed my skills in transaction processing, financial reporting, and client-centric consultation, allowing me to contribute significantly to team success and customer loyalty.

Experience

Work history, roles, and key accomplishments

Current

CX Executive

Current

Sterling Bank

May 2024 - Present (1 year 2 months)

Ensured compliance with CBN AML/CFT directives and KYC regulations, achieving 100% regulatory audit success. Streamlined customer onboarding and documentation, reducing processing time by 20%.

Customer Relationship Management Team Collaboration Regulatory Compliance

Universal Teller

Sterling Bank

Nov 2021 - May 2024 (2 years 6 months)

Successfully streamlined the redirection of customer complaints to appropriate departments, reducing issue resolution time by 30%. Accurately processed transfer transactions (visible and invisible), ensuring 100% compliance with regulatory standards and mitigating transaction errors.

Process Optimization Regulatory Compliance

Insurance Advisor

Leadway Assurance Limited

Feb 2020 - Sep 2021 (1 year 7 months)

Spearheaded proactive outreach initiatives, engaging potential clients through targeted calls and face-to-face meetings to build and nurture relationships. Skillfully matched clients with customized insurance policies, transforming complex options into clear, actionable solutions that safeguard their interests.

Strategic Follow Ups Relationship Building

Information Personnel

NYSC

Jul 2018 - Jul 2019 (1 year)

Supported the client onboarding process by assisting in scheduling meetings, preparing documentation, and following up with clients to ensure a seamless experience. Collaborated with the team to analyze customer data and generate reports that highlight trends, successes, and areas for improvement, contributing to strategic decision-making.

Reporting And Analysis Administrative Assistance Data Analysis Documentation

Education

Degrees, certifications, and relevant coursework

Osun State University

Bachelor's of Arts (B.A.), English and International Studies

Completed a Bachelor of Arts degree in English and International Studies. Gained a comprehensive understanding of global affairs, cultural dynamics, and advanced communication skills.

Mayflower School

High School Diploma, General Studies

Completed secondary education, building foundational knowledge across various subjects. Developed strong academic skills and participated in extracurricular activities.