Tolani Akande
@tolaniakande
I improve banking service quality through audits, root-cause analysis, branch support, and core banking UAT.
NigeriaWhat I'm looking for
I'm improving service quality and operational controls at The Alternative Bank through branch quality reviews, SLA monitoring, corrective-action guidance, and process improvement.
I identify service gaps, data-quality issues, operational exceptions, and compliance risks, then work with branch, operations, and service teams to resolve them. I also support core banking change initiatives through functional testing, UAT, defect documentation, and implementation readiness.
Previously at Sterling Bank, I managed customer complaints, disputes, and enquiries across channels, maintained customer records, and used CRM tools to track issues through resolution. My banking experience combines customer experience management with practical quality assurance and service delivery improvement.
Experience
Work history, roles, and key accomplishments
Quality Assurance & Branch Support
The Alternative Bank
Aug 2023 - Present (3 years 1 month)
Conducts quality assurance reviews across branch operations, monitors compliance, performs root cause analysis, and supports continuous improvement initiatives.
Core Banking Change Project
The Alternative Bank
Jan 2026 - Jul 2026 (6 months)
Participated in testing of the customer experience application as part of the bank's core banking change initiative. Executed functional and UAT testing, identified and escalated defects.
Customer Experience Management Personnel
Sterling Bank Plc
Jan 2015 - Dec 2023 (8 years 11 months)
Managed customer complaints, disputes, and enquiries across multiple channels, ensuring resolution within service standards. Maintained accurate customer records and supported onboarding and profiling.
Receptionist
Richobert Dry Cleaning Firm
Jan 2010 - Dec 2010 (11 months)
Maintained 100% accuracy in customer order and financial transaction records while managing walk-in customer appointments and inquiries daily.
Education
Degrees, certifications, and relevant coursework
MIVA Open University
MBA, Management
2025 -
Pursuing an MBA in Management, expected to complete in August 2026.
Besttower International University
B.Sc., Economics
Earned a Bachelor of Science in Economics.
Lagos State Polytechnic
HND, Banking & Finance
Earned a Higher National Diploma in Banking and Finance.
Offa Polytechnic
ND, Banking & Finance
Earned a National Diploma in Banking and Finance.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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