Olamide Okunoye
@olamideokunoye
I lead customer experience, service monitoring, quality management, and process improvement initiatives across banking operations.
NigeriaWhat I'm looking for
At PremiumTrust Bank, I lead Service Monitoring & Quality Management, overseeing real-time service delivery, quality benchmarks, audits, customer feedback, service recovery, and performance reporting.
Previously at Providus Bank, I led service and standards management, reviewed processes across 19 departments, built a real-time customer feedback platform, and developed a Customer 360 Dashboard. I also prepared customer protection and consumer protection policies aligned with regulatory compliance.
My background includes quality assurance, contact-centre training, customer relationship management, business process re-engineering, and data analytics across Polaris Bank and Caseg Communications.
Experience
Work history, roles, and key accomplishments
Unit lead,Service Monitoring/Quality Mgt
PremiumTrust Bank
Jul 2024 - Present (2 years 2 months)
Oversee real-time service delivery monitoring to ensure compliance with company standards and performance benchmarks. Develop and maintain service monitoring tools, dashboards, and reporting systems to track performance.
TL, Service/Standard Management
Providusbank
Mar 2020 - Present (6 years 6 months)
Prepare branch service performance reports and conduct regular spot checks to maintain standardization. Monitor electronic channels such as ATMs, mobile banking, and internet platforms to ensure smooth operations.
Quality Assurance & Training Supervisor
Polaris Bank Limited
Feb 2018 - Mar 2020 (2 years 1 month)
Listened to calls either recorded live or side-by-side while communicating feedback. Encouraged good practices and discouraged bad ones, and identified calls failing to meet predefined standards.
Email/Inbound Supervisor
Polaris Bank Limited
Jun 2016 - Feb 2018 (1 year 8 months)
Monitored calls/emails and provided feedback during coaching sessions. Implemented effective customer service strategies and formulated and implemented successful sales strategies.
Computer Instructor & IT Consultant
Caseg Communications Limited
Feb 2015 - Jun 2016 (1 year 4 months)
Performed maintenance to computer equipment and planned and implemented curriculum to teach up-to-date technology to 15 students. Responsible for administrative duties such as supervising support staff, maintaining inventory, and budgeting for computer lab.
Customer Experience Expert
Polaris Bank Limited
Addressed client needs and built stable relationships plans striving to outperform and exceed prior profitability and revenues. Managed complaint resolution via social media, mailbox, live chat, and Skype for business.
Education
Degrees, certifications, and relevant coursework
Alison
Certification, Management
2022 - 2022
Managing Groups and Employee Interaction certification from Alison, completed in June 2022.
FITC
Certification, Electronic Fraud
2022 - 2022
Electronic Fraud: Tactics, Strategy & Control Certification from FITC, completed in February 2022.
Alison
Diploma, Customer Service
2022 - 2022
Diploma in Customer Service from Alison, completed in July 2022.
Alison
Certification, Agile
2022 - 2022
Agile Master Certification from Alison, completed in June 2022.
Alison
Diploma, Operations Management
2021 - 2021
Diploma in Operations Management from Alison, completed in September 2021.
LearnandEarn
Training, Excel
2021 - 2021
Advanced Excel Training from LearnandEarn, completed in September 2021.
Quantum Analytics
Certification, Data Analytics
2021 - 2021
Advanced Data Analytics certification from Quantum Analytics, completed in August 2021.
10lytics
Certification, Data Science
2021 - 2021
Data Science - Python Fundamentals certification from 10lytics, completed in April 2021.
Kimberly-Ryan
Certification, Customer Service
2021 - 2021
Internal Customer Service & Collaboration certification from Kimberly-Ryan, completed in October 2021.
Designing Interactive Presentations
Training, Presentations
2020 - 2020
PowerPoint Training on Designing Interactive Presentations, completed in February 2020.
HC Bonum
Training, Productivity
2020 - 2020
Enhancing Productivity Training from HC Bonum, completed in June 2020.
Deslog Energy Service
Certification, Quality Management
2019 - 2019
Quality Management Systems (ISO 9001:2015) certification from Deslog Energy Service, completed in November 2019.
Deslog Energy Service
Certification, Quality Assurance
2019 - 2019
Quality Assurance & Quality Control certification from Deslog Energy Service, completed in November 2019.
CIBN
Certification, Ethics
2019 - 2019
Professional Conduct & Ethics Certification from CIBN, completed in March 2019.
University of Ilorin
Bachelor of Science, Geology
2009 - 2013
Grade: Second Class
BSc in Geology from the University of Ilorin, completed in 2013.
God's Blessing Secondary School
Senior Secondary Certification, General Studies
2001 - 2007
Senior Secondary Certification Examination (WAEC) from God's Blessing Secondary School, completed in 2007.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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