Itunu Abe Email & Phone Number

Lagos, Nigeria

Lagos, Nigeria

CourseworkI utilized my career break to upskill in data analysis, expanding my expertise and readiness for new challenges. Completed certification programs in Google Data Analytics, Python for Everybody - University of Michigan, Excel Skills for Data Analytics & Visualization - Macquarie University, and Google Business Intelligence Professional. Skills Developed & Tools Expertly wrangled and mined data using Excel, Python, and SQL. Created interactive dashboards and successfully presented findings and recommendations with Power BI, Tableau, and PowerPoint, driving business improvement with data-driven insights.Projects • Layoff Analytics, an Exploratory study of Company Downsizing (2020-2023): Uncovers patterns and trends in layoffs across industries and companies globally, using PostgreSQL and Tableau, highlighting the most impacted sectors and organizations. • Customer Pain Points, a data analysis of Complaints & Call Behavior: Combined datasets and leveraged business intelligence capabilities of Tableau to analyze and visualize customer complaint and call data from 3 service centers. Identified top issues categories driving repeat calls and service centers with the highest volume of repeat calls. • Profiling Data Professional, Survey insights and trends: This analysis aims to reveal trends, challenges, and growth opportunities from survey responses of data professionals using Power Query and Power BI tools. Provides actionable insights into the current state of the data profession.

Lagos, Lagos, Nigeria

Operational Effectiveness.* Collaborated with the Head of Operations on all projects, and day-to-day operations, and take leadership of the team in her absence. * Acted as the official liaison between customers and the bank's management, I am responsible for the upper-level escalation of issues to the appropriate department for adequate resolution. * Ensured retention of customers and the potential expansion of their value by providing additional value-added services, obtaining feedback on services, and acting on the said feedback accordingly.* Received, validated, and captured customers’ grievances on transaction complaints and disputes with details and seriousness using the CRM tool for ticketing.Financial Management.* Directly responsible for processing all local and international e-payment transactions, salary upload, BTA/PTA, and other FX transfers for a branch of 50,000+ active accounts.* Ensured ATM terminals are accurately stocked with cash, performed daily reconciliation, and resolved developed faults, improving terminal transaction and profit by 50%.* Daily monitoring and reconciliation of ATM ledger, accounts receivable, and payable using the Banks software to mitigate fraud.* Timely preparation and rendering of regulatory reports such as FIRS and VAT remittances.* Supervised all bulk and paying tellers, processed clearing cheques, and maintained general ledgers.Risk Management.* Acted as one of the dual custodians for the Branch Vault and ATM.* Ensured proper KYC for new and returning customers.* Ensured daily transaction audit and Call-over.* Completed frequent walk-throughs and directed team members to correct issues impacting branch appearance or professionalism.* Managed a 5-member Direct Sales to ensure they complied with guidelines mainly related to the quality of service, proper procedures, and strategies to improve productivity.

Lagos, Lagos, Nigeria

Operational Effectiveness.* Directly responsible for end-to-end management of the customer service desk, ensuring consistent achievement of all key performance indicators and delivering exceptional customer service to millions of Unity Bank customers.* Acted as a primary contact person to both retail and corporate customers to ensure their needs are communicated and adequately served, and resolved any issues they might have in onboarding and navigating the Banks’ products.* Maintained a minimum of 94% customer retention and 96% customer satisfaction.* Used the CRM tool to keep track of and monitor customer requests, inquiries, and complaints. * Processed orders and special requests of Cheques Book, POS terminals, and Platinum Cards within the SLA timeframe.* Strengthened operational efficiencies and traceability by developing and maintaining organizational filing systems for received requests, mandates, investments, and employee files.* Revamped the customer service section to allow quick access to resources, promote self-service, and a delightful experience within minimal wait time.Risk Management * Performed KYC on customers and evaluated new account documents against outline specifications to approve, reject or recommend adjustments.* Ensured statutory compliance with regulatory policies and procedures while onboarding new customers and reactivating dormant accounts.* Strong knowledge of web and mobile fraud trends, leading to positive relations by expressing support and appropriate sentiment while concurrently working with them to ascertain circumstances.Financial Management. * Managed the branch’s ATM card inventory to meet demand, optimize service, safeguard against stock-outs, and grow revenue by 5% for the year. Ascertaining a balance between the physical stock and the card ledger account.* Ensured all newly and reactivated accounts are funded to curb the high rate of unutilized and dormant accounts.

Lagos, Nigeria

Executed customer service in account transactions such as cash management, deposits, withdrawals and settlement of cheques while ensuring 100% attention to detail and accuracy.Achieved higher retention rate with new and existing customers of the bank via excellence and commitment to service.

Lagos, Nigeria

Worked collaboratively with a cross-functional team to analyze the client's business goal, focusing on delivering a change project with quality metrics to increase operational efficiency by deploying process improvement principles across departments.Meet with key business users to ask "smart" questions and collect data on "as-is" business processes, evaluate findings to identify the root cause of the problem, document, and report to stakeholders for actionable decisions.Develop a "to-be" process map focusing on consistency, efficiency and ROI across the organization based on the stakeholders’ decisions.

Lagos, Lagos, Nigeria

Configure and install PCs, network printing devices, peripherals and software, including physical equipment attached to the network and maintain all documentation.Diagnose hardware and software faults (desktops, laptops, printers) and implement known solutions.Maintained Laptop System and Access card allocation databases of users using MS Access and OnGuard 2006.