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TITILAYO DANIELLA OGUNLOWO

@titilayodaniellaogun

Client Relationship Officer at Sterling Bank, serving 14,000+ customers through live video banking and resolving inquiries in real time.

Nigeria

Message

At Sterling Bank, I serve 14,000+ customers through live video banking, resolving inquiries and completing transactions in real time. I monitor CSAT and NPS feedback, follow up with customers who report poor experiences, and share weekly performance reports.

At Huawei Mobile Technology Nigeria Ltd, I handled customer support calls, resolved technical and product inquiries, and helped train new team members. I also built repeat and referral customer relationships as a Sales Expert, and at Arch Vision (Architecture & Co-working Hub), I supported the Managing Director with scheduling, communications, reports, and presentations.

Experience

Work history, roles, and key accomplishments

Current

Client Relationship Officer

Current

Sterling Bank

Jan 2023 - Present (3 years 10 months)

Handle high volume of live video banking interactions, serving 14,000+ customers and resolving inquiries in real time. Serve as informal training lead, onboarding and mentoring new agents, and monitor CSAT/NPS to drive service recovery.

Customer Relationship Management Customer Engagement Video Banking CRM CSAT NPS Service Recovery Training Mentorship Cross Functional Collaboration

Customer Support Representative

Huawei Mobile Technology Nigeria Ltd

Jan 2020 - Dec 2023 (3 years 11 months)

Handled high volume of inbound customer support calls, resolving technical issues and product inquiries. Trained and mentored new team members, tracked CSAT/NPS, and collaborated with internal teams to close complex cases.

Customer Support Technical Issue Resolution CSAT NPS Training Mentorship Call Handling Collaboration

Sales Expert

Huawei Mobile Technology Nigeria Ltd

Jan 2018 - Dec 2020 (2 years 11 months)

Proactively engaged customers to identify needs and recommend products, consistently meeting sales targets. Built and maintained a pipeline of repeat and referral customers through consistent follow-up.

Sales Customer Engagement Needs Identification Product Recommendations Follow up Pipeline Management

Executive Assistant to the Managing Director

Arch Vision

Jan 2017 - Dec 2018 (1 year 11 months)

Managed scheduling and communications across multiple stakeholders, requiring clear and professional follow-up. Prepared reports and presentations with high accuracy and served as primary point of contact between executives, staff, and external partners.

Scheduling Communication Skills Report Preparation Presentation Skills Stakeholder Management