Yetunde Afolayan (A.Cipm)

Yetunde Afolayan (A.Cipm) Email and Phone Number

E-Investigation and Dispute Resolution Officer @ First Bank of Nigeria Ltd.
Nigeria
Yetunde Afolayan (A.Cipm)'s Location
Nigeria, Nigeria
About Yetunde Afolayan (A.Cipm)

I am a customer service expert who brings extensive experience in delivering exceptional customer support and fostering positive client relationships. My passion for helping others and my adept problem-solving skills allow me to resolve complex customer issues efficiently while upholding the highest standards of service.Throughout my career, I have proven my ability to manage high-volume call centers and effectively utilize CRM systems. My strong communication and interpersonal skills have consistently contributed to team success, enabling me to build rapport and enhance customer satisfaction.I am committed to continuous improvement in service delivery, always seeking ways to enhance processes and exceed customer expectations. My expertise extends to technical support, data entry, market research, and the use of various tools and methodologies, including Agile, Google Workspace, Microsoft Office Suite, and call center software.I thrive in fast-paced environments where multitasking, active listening, and adaptability are essential. Whether through conflict resolution, time management, or critical thinking, I am dedicated to providing top-tier customer service and driving positive outcomes for both clients and my team.I am passionate about using my skills to create meaningful customer experiences and am always eager to contribute to organizational growth and success. Let's connect and explore how I can bring value to your team and help achieve your customer service goals.

Yetunde Afolayan (A.Cipm)'s Current Company Details
First Bank of Nigeria Ltd.

First Bank Of Nigeria Ltd.

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E-Investigation and Dispute Resolution Officer
Nigeria
Employees:
14639
Yetunde Afolayan (A.Cipm) Work Experience Details
  • First Bank Of Nigeria Ltd.
    E-Investigation And Dispute Resolution Officer
    First Bank Of Nigeria Ltd.
    Nigeria
  • Prm Africa
    Customer Care Supervisor
    Prm Africa Jan 2022 - Present
    Gobet - Lagos, Nigeria
    I have successfully implemented a personalized customer service strategy that has significantly enhanced the company's brand awareness and unique offerings. I designed and delivered comprehensive training programs for our customer care agents, which improved first-call resolution rates and ensured seamless primary support for both internal and external clients in a fast-paced environment.I have effectively coordinated with customer care agents to address product and service issues, achieving high complaint resolution rates. By collaborating cross-functionally with operations and other departments, I ensured that our team had the necessary resources and support, leading to increased sales conversions. Additionally, I developed and managed efficient shift rotations and established comprehensive reporting systems, which enabled data-driven decision-making and optimized performance management within the customer care team.
  • M-Kopa
    Customer Care Lead
    M-Kopa Jun 2019 - Jul 2022
    Lagos, Nigeria
    I executed strategic initiatives and operational plans that significantly boosted the productivity of the customer care team. I developed and delivered tailored training programs to enhance the skills of customer service agents, leading to notable improvements in first-contact resolution rates. My proficiency with Paystack and Quickteller payment platforms ensured seamless customer transactions, while my collaboration with management helped establish comprehensive service procedures, policies, and standards that reduced customer complaints.In addition to prioritizing and maintaining an orderly workflow, I consistently achieved high on-time response rates for customer inquiries and requests. My meticulous documentation of all customer service actions and discussions facilitated effective problem-solving, which decreased response times. By proactively managing existing customer issues and facilitating timely resolutions, I contributed to a high customer retention rate.
  • Beauty Therapy Institute (Bti) Lagos
    Administrative Officer
    Beauty Therapy Institute (Bti) Lagos Apr 2018 - Apr 2019
    Lagos, Nigeria
    I managed all employment-related matters, ensuring compliance with labor laws and reducing HR-related issues. My role involved performing comprehensive administrative duties, such as document management and file organization, which significantly improved operational efficiency. I handled the complete payroll management process, including employee compensation, tax remittance, and benefits administration, maintaining impeccable accuracy.I executed invoicing, client payment processing, and debt recovery procedures, reducing outstanding receivables. By conducting regular inventory audits and maintaining detailed records, I minimized inventory discrepancies. Additionally, I managed and grew the company's social media presence, particularly on Instagram, increasing online engagement. I also scheduled meetings, took detailed minutes, followed up on action items, and provided exceptional client support services, contributing to high client satisfaction and effective communication within the organization.
  • Old Oyo National Park, Oyo Town, Oyo State
    Junior Human Resource Officer
    Old Oyo National Park, Oyo Town, Oyo State Jan 2017 - Dec 2017
    Oyo State
    I established a comprehensive daily file management system that greatly improved the accuracy and efficiency of file retrieval. I assisted in preparing leave rosters, reducing scheduling conflicts and employee downtime. My proactive approach to information dissemination ensured high satisfaction among employees regarding the timeliness and clarity of communications. Additionally, I efficiently located staff and general files upon request, contributing to the smooth operation of the park's administrative functions.I provided extensive administrative support for the park's general operations, enhancing overall organizational efficiency. My meticulous record-keeping and documentation facilitated seamless knowledge transfer and reduced information gaps. By collaborating with the management team, I helped streamline administrative processes, decreasing overhead costs.

Yetunde Afolayan (A.Cipm) Education Details

Frequently Asked Questions about Yetunde Afolayan (A.Cipm)

What company does Yetunde Afolayan (A.Cipm) work for?

Yetunde Afolayan (A.Cipm) works for First Bank Of Nigeria Ltd.

What is Yetunde Afolayan (A.Cipm)'s role at the current company?

Yetunde Afolayan (A.Cipm)'s current role is E-Investigation and Dispute Resolution Officer.

What schools did Yetunde Afolayan (A.Cipm) attend?

Yetunde Afolayan (A.Cipm) attended University Of Lagos, Babcock University, Ilishan-Remo,ogun State, Nigeria.

Who are Yetunde Afolayan (A.Cipm)'s colleagues?

Yetunde Afolayan (A.Cipm)'s colleagues are Olawale Ogunfemi, Opeoluwa Gold, Tolulope Adeniji, Ayodeji Oladunjoye, Ejiofor Vivian, Lukman Shittu, Tochukwu Igwe.

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