Kayode Akande

A professional experienced in business analytics and quality Improvement process with over 5 years of experience in the banking sector. Skilled in establishing a rapport with clients and CJM(Customer Journey Mapping) process to ensure an exceptional customer experience.

Skilled in data analysis/Power Business Intelligence.

Customer Support SpecialistCustomer Support Specialist

HSBC · Part-timeHSBC · Part-timeDec 2022 - Mar 2023 · 4 mosDec 2022 - Mar 2023 · 4 mosHamilton, Scotland, United Kingdom · HybridHamilton, Scotland, United Kingdom · Hybrid

Skills: Business Analysis · Social Media Marketing · Customer Relations · Customer Service · Account Management · Banking · Time Management · SalesSkills: Business Analysis · Social Media Marketing · Customer Relations · Customer Service · Account Management · Banking · Time Management · Sales

Sterling Bank PlcSterling Bank Plc

2 yrs 11 mos2 yrs 11 mos

Social Media ManagerSocial Media Manager

Oct 2021 - Aug 2022 · 11 mosOct 2021 - Aug 2022 · 11 mosLagos, NigeriaLagos, Nigeria

Skills: Social Media · Social Media Marketing · Data Analysis · Problem Solving · Project PlanningSkills: Social Media · Social Media Marketing · Data Analysis · Problem Solving · Project Planning

Team Member MIS/Data Collation and AnalysisTeam Member MIS/Data Collation and Analysis

Feb 2021 - Aug 2022 · 1 yr 7 mosFeb 2021 - Aug 2022 · 1 yr 7 mosLagos, NigeriaLagos, Nigeria

Client Engagement and Digital BankingClient Engagement and Digital Banking

Oct 2019 - Feb 2021 · 1 yr 5 mosOct 2019 - Feb 2021 · 1 yr 5 mosLagos, MarinaLagos, Marina

Oversee all aspects of social media strategy, which included Twitter, Facebook and Instagram.

Contributed immensely to a team of four which increased the followers on our various social media platforms by 200%.

Responsible for identifying loopholes on our social media platform and providing strategies that reduced the rate of fraud on our social media platforms by 95%.

Advice and assist customers on our various digital banking platforms and electronic channels which reduced the customer visitation in our various branches by 70%.

Responsible for promoting the brand name on our various social media platforms. Oversee all aspects of social media strategy, which included Twitter, Facebook and Instagram. Contributed immensely to a team of four which increased the followers on our various social media platforms by 200%.

Responsible for identifying loopholes on our social media platform and providing strategies that reduced the rate of fraud on our social media platforms by 95%. Advice and assist customers on our various digital banking platforms and electronic channels which reduced the customer visitation in our various branches by 70%. Responsible for promoting the brand name on our various social media platforms.

UBA GroupUBA Group

2 yrs 9 mos2 yrs 9 mos

Customer Transformation/Experience ExpertCustomer Transformation/Experience Expert

Dec 2018 - Oct 2019 · 11 mosDec 2018 - Oct 2019 · 11 mosNigeriaNigeria

• Analyse data and distil out managerial reports to explain service failures and proffer solutions for all customer interaction touch points on all UBA products and e-channels.
• From the data analysed, i prepare board reports that show the functionality and efficiency of all units and their performance.
• Prepare trend reports that reviews our efficiency within the periods analysed and forecast the minimum outcome in the near future
• Benchmark other units/financial institutions to measure our competitiveness with the benchmarked units/financial institutions and proffer best practice.
• Deploy and analyse monthly surveys to customers for process improvement, staff engagement/experience, product evolution, and overall customer experience.
• Reduce frequency of customer complaint by 75% through process improvement strategies
• Develop a sustainable sensitisation campaign tagged ‘did you know’ to empower
• Customer-facing staff and to improve service delivery across the bank
• Successfully deployed product and service survey to customers for constant feedback, product evolution, and process improvement
• Analyse data and distil out managerial reports to explain service failures and proffer solutions for all customer interaction touch points on all UBA products and e-channels. • From the data analysed, i prepare board reports that show the functionality and efficiency of all units and their performance. • Prepare trend reports that reviews our efficiency within the periods analysed and forecast the minimum outcome in the near future • Benchmark other units/financial institutions to measure our competitiveness with the benchmarked units/financial institutions and proffer best practice. • Deploy and analyse monthly surveys to customers for process improvement, staff engagement/experience, product evolution, and overall customer experience. • Reduce frequency of customer complaint by 75% through process improvement strategies • Develop a sustainable sensitisation campaign tagged ‘did you know’ to empower • Customer-facing staff and to improve service delivery across the bank • Successfully deployed product and service survey to customers for constant feedback, product evolution, and process improvement

Customer Service Expert/Resolution/Telemarketing (Email, Livechat, Social Media)Customer Service Expert/Resolution/Telemarketing (Email, Livechat, Social Media)

Feb 2017 - Nov 2018 · 1 yr 10 mosFeb 2017 - Nov 2018 · 1 yr 10 mosLagos, NigeriaLagos, Nigeria

Attend to customers complaint, enquiry and request via Email,

Selling and cross selling of products and also serve as an intermediary between customers and the settlement units with relation to disputed transactions via the usage of the debit card and various Electronic Channel platforms

Follow up with customer's complaint till resolution.Attend to customers complaint, enquiry and request via Email, Selling and cross selling of products and also serve as an intermediary between customers and the settlement units with relation to disputed transactions via the usage of the debit card and various Electronic Channel platforms Follow up with customer's complaint till resolution.

Glasgow Caledonian University

Master's degree, International Business ManagementMaster's degree, International Business ManagementSep 2022Sep 2022

BELLS UNIVERSITY OF TECHNOLOGY, OTA, OGUN STATEBELLS UNIVERSITY OF TECHNOLOGY, OTA, OGUN STATE

Bachelor's degree, Business Administration2016 - 2019

Grade: Second Class Upper Honours (2:1)Grade: Second Class Upper Honours (2:1)

The Federal Polytechnic, Ado-Ekiti

Higher National Diploma

Grade: Upper credit