Abolanle Deko

Governance, Risk and Compliance (GRC) Analyst at Miracle Cyber (2026-03 – Present)

Review and update cybersecurity policies, standards, and procedures to support alignment with regulatory requirements, industry best practices, and internal security standards.
Support audit readiness activities across SOX, HIPAA, ISO 27001, NIST, and internal control frameworks through policy review, evidence gathering, and compliance documentation.
Perform third-party vendor due diligence and risk assessments to support secure onboarding, identify control gaps, and reduce organizational risk exposure.
Assist in developing Splunk dashboards and automated alerts to improve security monitoring, incident visibility, and response efficiency.
Conduct control reviews to assess compliance effectiveness, identify gaps, and support remediation efforts.
Support RSA Archer risk management activities, including risk register updates, control tracking, and workflow improvements.
Collaborate with legal, audit, cybersecurity, and business teams to support compliance with NIST 800-53 controls and internal policy requirements.
Contribute to vendor performance evaluations by reviewing SLA/KPI compliance, risk ratings, and vendor control documentation.

Customer Service Representative (Call Centre) at Sutherland Global Services (2024-11 – Present)

Deliver high-volume customer support (50+ interactions/day) while maintaining professionalism, accuracy, and service quality.
Support customers through structured questioning and active listening to resolve account/service issues and ensure first-contact clarity.
Investigate and resolve concerns by reviewing account history, documenting actions taken, and coordinating with internal teams when needed.
De-escalate challenging interactions and confirm resolution to protect customer experience and reduce repeat contacts.
Consistently follow procedures and documentation standards to support quality assurance and KPI expectations.

Customer Experience Management Personnel at Sterling Bank Plc (2020-06 – 2024-04)

Managed retail and corporate client concerns, end-to-end: inquiry intake, investigation, resolution, and follow-up to strengthen retention.
Handled sensitive cases with confidentiality and accuracy while maintaining a positive customer experience.
Supported service improvement initiatives and coordinated campaigns that increased product awareness and adoption (cross-sell support).

Regional Education Finance Officer at Sterling Bank Plc (2015-07 – 2020-05)

Provided stakeholder and account support for education-sector clients, ensuring consistent service delivery and timely issue resolution.
Produced accurate documentation and performance updates for leadership to support planning and accountability.
Spearheaded business development and outside sales for Education Finance products across the Southwest region, resulting in 120% business growth within six months.
Conducted market analysis and built partnerships with schools and organizations, identifying new revenue streams and collaboration opportunities.
Negotiated contracts and structured credit solutions, balancing business objectives with client satisfaction.

Relationship Officer (Retail Banking) at Sterling Bank Plc (2008-05 – 2015-06)

Developed and managed a diverse portfolio of business and individual clients, focusing on acquisition, retention, and account growth.
Executed outside sales strategies through networking, referrals, and direct engagement, increasing customer base by 77% in 18 months.
Negotiated and closed financial agreements, maintaining compliance and client trust.
Consistently exceeded sales goals by identifying cross-selling opportunities and leveraging data insights for targeted offers.
Built and maintained long-term client relationships by providing ongoing support and after-sales service.

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