Open to opportunities

OPEYEMI AKOMOLAFE

@opeyemiakomolafe

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Customer-focused professional with extensive experience in client support.

United Kingdom

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What I'm looking for

I am looking for a role that values customer satisfaction and offers opportunities for professional growth.

I am a customer-focused and results-driven professional with extensive experience in client support, relationship management, and service excellence. My career has been dedicated to enhancing customer satisfaction through effective communication and problem-solving. I have a proven ability to train teams and optimize service processes, ensuring that clients receive the highest quality of care and support.

In my current role as a Night Support Worker, I deliver high-quality, person-centered support to individuals with varying needs. I manage interactions among clients, healthcare professionals, and family members, ensuring that care strategies align with service expectations. My previous experience as a Customer Service Manager at Zenith Bank allowed me to handle complex inquiries and complaints, achieving a 100% Net Promoter Score (NPS) and significantly improving customer retention rates.

Throughout my career, I have successfully implemented strategies that enhance service delivery and drive customer satisfaction. I am passionate about fostering a customer-first approach in all aspects of my work, and I continuously seek opportunities to improve processes and outcomes for both clients and teams.

Experience

Work history, roles, and key accomplishments

Current

Night Support Worker

Current

Ivolve Basford

Jun 2024 - Present (11 months)

Delivered high-quality, person-centered support to individuals, ensuring a positive client experience. Managed interactions and conflicts among clients, healthcare professionals, and family members to align care strategies. Conducted risk assessments, maintained compliance with care regulations, and coached new team members to improve service standards.

Conflict Resolution Risk Assessment Regulatory Compliance Client Services Stakeholder Management

Senior Health Care Assistant

Kingdom Medicals

Feb 2023 - Present (2 years 3 months)

Conflict Resolution Risk Assessment Regulatory Compliance Client Services Stakeholder Management

IT Business Analyst

Abulesoro Microfinance Bank

Sep 2022 - Present (2 years 8 months)

Streamlined loan approval workflows by integrating chatbot solutions, reducing processing time by 40%. Led cybersecurity upgrades that eliminated 100% of critical vulnerabilities.

Business Analysis Workflow Optimization Cybersecurity Vulnerability Management Loan Processing

Customer Service Manager

Zenith Bank

Jan 2019 - Present (6 years 4 months)

Managed customer interactions across multiple channels, handling high-volume inquiries and providing consultative sales support that increased product uptake by 30%. Developed and implemented customer retention strategies, improving client satisfaction by 25% and reducing churn rate. Led training programs for new agents and managed support tickets using CRM platforms, improving service standards a

Customer Support Management Sales Support Financial Services Complaint Handling Customer Retention Quality Assurance Team Leadership CRM Platforms Call Center Operations NPS

Customer Service Officer

Zenith Bank

Nov 2015 - Present (9 years 6 months)

Supervised daily customer service operations, serving as the primary contact for customer inquiries, account services, and financial product selections. Implemented queue management and assisted clients with digital services, promoting technology adoption and enhancing service experience. Processed CDD/EDD requests for AML compliance, promoted financial products driving 15% sales conversion increa

Customer Service Operations Account Management Financial Products Digital Banking AML

Education

Degrees, certifications, and relevant coursework

Nottingham Trent University

MRes Pharmaceutical & Medicinal Science, Pharmaceutical & Medicinal Science

Undertook advanced studies and research in Pharmaceutical and Medicinal Science. Focused on specialized topics within the field, culminating in a Master of Research degree.