Olajumoke Racheal Ogunbiyi

Senior Customer Service Advisor - HSBC Group

(2022-01)

Deliver senior-level customer service in a regulated banking environment, supporting customers by phone while maintaining 100% adherence to policies, quality standards, data protection requirements and risk controls.
Manage complex customer enquiries, complaints and escalations with professionalism, empathy and urgency, improving customer outcomes, first-contact resolution and service recovery.
Analyse customer needs, account activity and service history to provide tailored support, strengthen customer relationships and increase conversion by 25%.
Support high-net-worth and retail customers by anticipating needs, identifying suitable product and service options and contributing to a 32% increase in profitability through ethical cross-selling and relationship management.
Promote digital banking adoption by educating customers on online and mobile banking options, reducing avoidable repeat contacts and improving retention.
Identify vulnerable customers, apply fair customer treatment principles and escalate or signpost cases appropriately to ensure compliant, supportive and high-quality outcomes.
Collaborate with branch, operations, product and compliance teams to resolve service issues, share customer insight and improve customer journey, product positioning and service delivery.
Maintain accurate customer records, call notes and follow-up actions, supporting audit readiness, complaint tracking, regulatory compliance and operational reporting.

Administrative Officer (Part-time) - Safeplan

(2021-01 - 2022-12)

Supported customer service operations, administration and internal communications, ensuring teams received timely updates, client feedback and process changes.
Designed and managed client feedback processes, improving leadership decision-making by 75% and helping teams respond quickly to customer pain points.
Resolved customer queries and complaints promptly through effective communication, issue ownership and escalation management, achieving 95% customer satisfaction and increasing retention by 20%.
Supported launch of new services by preparing go-to-market materials, customer announcements, training resources and internal guidance for service teams.
Reviewed operational processes, identified root causes of service delays and recommended improvements to strengthen customer experience, workflow efficiency and service consistency.
Prepared and quality-checked outgoing correspondence, reports and customer documents for accuracy, tone, completeness and compliance with company standards.

Trade Processing Officer - First City Monument Bank Plc

(2018-01 - 2021-12)

Managed trade processing, customer documentation and corporate client support within a regulated banking environment, ensuring accurate processing and strong service delivery.
Processed and validated Form M, PAAR, Form NXP, Form A and Form Q documentation, improving processing efficiency by 20% and reducing turnaround time for corporate clients.
Prepared daily transaction, exception and workflow reports for senior stakeholders, supporting KPI visibility, operational control and management decision-making.
Identified, investigated and reported non-valid foreign exchange transactions to the Central Bank of Nigeria, maintaining regulatory compliance and reducing operational risk.
Streamlined documentation, shipping and exchange-control validation processes, improving accuracy, audit readiness and customer service response times.
Supported digital service growth by contributing to strategies that increased online account openings by 50%, reducing branch traffic and operational cost.

Marketing and Communications Officer - Skye Bank Plc

(2018-01 - 2018-12)

Delivered customer insight, marketing communications and sales support to improve product awareness, customer engagement and service uptake.
Analysed customer enquiries, complaint trends and survey data, producing reports that identified service gaps and recommended customer experience improvements.
Identified customer needs and opportunities for ethical up-selling and cross-selling, contributing to a 25% increase in product and service sales.
Presented customer and market insight to sales and marketing teams, supporting campaign planning and contributing to a 15% increase in sales revenue.

Administrative Officer | Customer Service Advisor - Lagos Mainland Local Government

(2016-01 - 2017-12)

Provided front-line customer service and administrative support to residents and internal teams, managing telephone, email and in-person enquiries.
Resolved an average of 40 customer issues per day while maintaining a 90% customer satisfaction rating through clear communication, empathy and effective follow-up.
Coordinated scheduling, filing, records management, data entry and correspondence, improving administrative efficiency and productivity by 20%.
Escalated complex cases to the appropriate departments, tracked follow-up actions and ensured customers received accurate updates within agreed service expectations.

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