Adekemi Lawal

Customer Relations and Banking Operations professional with over four years of experience delivering exceptional customer service, ensuring regulatory compliance, strengthening internal controls, and supporting business growth across banking, technology environments, and telecommunications sectors. Demonstrated success in resolving customer issues, improving operational efficiency, conducting inspections, maintaining regulatory standards, and implementing corrective actions to improve operational efficiency and compliance. Adept at KYC/AML compliance, stakeholder management and process improvement within fast-paced, customer-focused environments while contributing to sustainable business growth.

Customer Relations Officer - Corporate Banking Group - Kano State

(2024)

• Manage an average of 30+ customer enquiries daily, consistently meeting service standards and maintaining high customer satisfaction.
• Support the onboarding and account opening of 200+ corporate and retail customers, ensuring 100% compliance with KYC and AML requirements.
• Resolve approximately 90% of customer issues at first point of contact, reducing escalations and improving service efficiency.
• Partner with Operations and Compliance teams to investigate service issues, resolve customer escalations and improve case turnaround.

Internal Control Officer - Surfplus Technologies - Remote

(2022 - 2024)

• Reviewed 500+ operational transactions monthly, ensuring compliance with company policies and approval procedures.
• Identified process and documentation gaps, implemented corrective recommendations, and improved documentation accuracy by 15%.
• Maintained 99% accuracy in reconciliation and record verification activities.
• Supported internal audits by preparing documentation that enabled 100% on-time audit completion.

Customer Relations Officer - Surfplus Cybermedics & Logistics - Remote

(2020 - 2022)

• Managed over 40 customer enquiries through telephone, email and digital channels while consistently meeting established service-level agreements (SLAs).
• Achieved an estimated 95% customer satisfaction rate through prompt complaint resolution and proactive follow-up.
• Reduced average response time by 25% by prioritizing enquiries and streamlining communication.
• Captured and analysed customer feedback that informed service improvements and enhanced customer retention.

Sales Representative - Dodoji Telecommunications - Part-time

(2024 - 2025)

• Engaged 25+ prospective customers daily, promoting products and recommending tailored solutions.
• Consistently achieved 95–105% of monthly sales targets through effective customer engagement and relationship building.
• Increased repeat purchase rate from 5% to 15% through proactive follow-up and after-sales support.
• Contributed to customer acquisition initiatives that expanded market reach within assigned territories.

Master of Science (M.Sc.) - Agricultural Extension - Bayero University Kano

Bachelor of Agriculture (B.Agric. Hons.) - Agricultural Extension & Rural Development - Federal University of Agriculture, Abeokuta