Yetunde Akanle

I’m a results-driven Business Administration professional with 4+ years of progressive experience across banking operations, customer service leadership, payment processing, and tax audit support. I bring a strong operational mindset—balancing customer experience, accuracy, and control—while coaching teams to perform against measurable targets.

As a Contact Center Supervisor (Inbound Team) at Guaranty Trust Bank (GTBank), I supervise, coach, and evaluate a team of 10 customer service representatives. I improved customer satisfaction ratings by 93% through process improvements, enhanced communication practices, and targeted staff coaching, and I reduced average call resolution time by 10% by streamlining workflows and introducing efficiency-driven procedures. I also monitor KPIs, prepare performance reports, escalate operational issues when necessary, and manage performance appraisals to identify training needs.

Earlier, at Patricia Technologies Limited, I served as a Payment and Settlement Officer, where I monitored, processed, and reconciled customer transactions across multiple payment channels. I verified transaction details with strict attention to accuracy, managed settlement of pending and disputed transactions to minimize complaints, and safeguarded payout accounts by adhering to internal control and authorization procedures. I supported daily reporting by analyzing total withdrawals and transaction volumes and provided responsive customer support for payment-related inquiries.

I also developed audit and compliance discipline as a Tax Auditor/Consultant during my NYSC, assisting audit engagements through review of clients’ financial records and supporting schedules, and supporting tax planning and compliance activities aimed at ensuring regulatory adherence. I prepared and maintained audit working papers, reports, and client documentation, working closely with senior auditors throughout engagements—bringing the same thoroughness I use today to ensure decisions are well-supported and operationally sound.