Miracle Agboola Email & Phone Number

Lagos, Nigeria

Responsible for the implementation of service improvement strategies in PBB through effective monitoring of all service touch points, identification of service gaps and execution of intervention plans.• Responsible for ensuring effective understanding and adherence to service standards across the network by making sure that branches are adequately equipped to deliver service optimally.• Responsible for the Introduction of cutting edge initiatives to improve service delivery in the branch network.• Responsible for Conducting a need-analysis of all customer touch point to ensure effective service delivery.• Ensure that spot-checks are conducted on Service touchpoints to identify service impacting challenges.• Ensure service audit findings are reported, as well as implement tactics to close gaps and track service improvement plans on all feedback identified during service channel audit.• Attend Regional MPRs and articulate service strategies, intimate stakeholders of identified/emerging service gaps in their regions and agree on intervention plans to eradicate them.• Responsible for coordinating service measurement interventions (ISS, Mystery shopping Voice of customer survey etc)• Coordinate stakeholder engagement such as MPR sessions, Post mystery shopping engagement, post ISS etc.• Track and report trend of exceptions and exceptional service identified in the network.• Identify and recommend appropriate service training for customer facing and Backoffice staff as well as resource requirements to bridge any service gap.• Partner with the Learning and Development team to ensure that all frontline staff undergo service trainings on a regular basis.

Lagos, Nigeria

Ensured the Implementation of new service Initiatives through requirement gathering, stakeholders’ management and collaboration across the wealth companies.● Designed and ensured the implementation of the customer journey map, to drive and coordinate the best quality customer service standards nationwide across all touch points, and ultimately improve service delivery as well as customer experience.● Analysed customer behavior patterns, channel usage and customer interactions and the resultant behaviour and trends that will positively impact business decisions as well as recommended lead generation strategies that will drive sales for other business services.● Ensured the Periodic collation and assessment of client experience / feedback through surveys, Client Forum, location visits, mystery shopping etc. across client touch points to monitor and ensure compliance with approved service standards and provide feedback to Executive Management for appropriate actions.● Designed the service recovery framework and charter to ensure client retention, deliver superior service quality and drive awareness on the adoption of the service framework. Conducted After Action reviews on reported cases of service failure ● Monitor Compliance to the Service Level Agreements and Conduct After action review on reported cases of service failure.● Analysed Business Processes and Systems to redesign/Create critical Business processes to Increase revenue, reduce cost, increase operational efficiency and improve Customer experience.● Worked closely with the Technical teams in the deployment of Chatbot version 1 for pension enquiries

● Reviewed and Processed credit application received in line with laid out credit policies and processes within benchmarked turnaround time, and reported trends and irregularities and issued corrective actions.● Liaised with the Branches to ensure irregularities are rectified and appropriate procedures are followed in line with product requirement.● Appraised and approved retail banking credit applications falling within delegated authority and provided support for those outside authority.● Liaise with supporting partners in the credit department and other stakeholders to ensure data accuracy, quality booking, and the disbursement of credit.