Olaide Oginni Email & Phone Number

Generates daily/weekly service performance report to provide insights on service trend analysis from customer and internal perspective.Compile and analyze data, providing insight on merchant’s experience.Generate recommendations from merchant analytics, giving insights on service delivery leading to optimization of processes and improved customer success.Use trends to engage proactively, support merchant business by introducing new channels and/or optimize existing channels.Create tutorials and organize trainings for new and existing services for merchants.Pilot new service initiatives for merchants and provide feedback for enhancements.Carries out End User Quality Assurance on deployed solutions.Minimize churn rate of merchants; analyzing the issues experienced, and forecasting how the trend observed can potentially lead to future churn.Ensure service efficiency and effectiveness of product, channel designs and implementations.

• Compiled, analysed and utilized data to proactively review and monitor trends of complaints.. Responded to customer demands and initiated follow-up processes that facilitated complaint resolution.• Resolved customers complaints within the approved turn-around-time.• Delivered prompt feedback to customers, which in turn improved customer experience and satisfaction.. Monitored and tracked supporting units to ensured fixes requested were resolved within the specified SLA, fostering customer success.

Responded to queries from customers about services provided by the bank and routing their enquiries or complaints to the correct channel for speedy answers and resolution.• Resolved card transaction disputes• Identified card service issues and provided solutions that met the required operational Standard TAT• Liaised with external parties such as MasterCard, UPDM, Extraswitch and NIBBS in reconciliation and settlement of failedtransactions.

Bachelor Of Science - Bsc, Economics

Education record