AWOYINKA FOLAKE OMOTAYO
Banking Operations Professional | MBA Candidate in Finance & Investment
Lagos, Nigeria.About
Results-driven banking operations professional with hands-on experience in customer service, relationship management, and retail sales support at First Bank of Nigeria. Currently pursuing an MBA in Finance & Investment to deepen expertise in corporate financial management, with a proven track record of operational efficiency and digital adoption. Eager to leverage comprehensive branch banking experience and financial advisory skills to add immediate value and contribute to the success of the Graduate Trainee Programme at First Bank.
Work
First Bank of Nigeria
|Service Executive / Customer Relationship Officer
→
Summary
Managed day-to-day branch customer service operations, drove digital transformation, and cultivated client relationships to enhance satisfaction and contribute to sales metrics.
Highlights
Managed day-to-day branch customer service operations, efficiently resolving complex account inquiries and complaints to consistently maintain high customer satisfaction.
Drove digital transformation by successfully onboarding customers onto e-banking channels and resolving digital transaction issues, enhancing service accessibility and efficiency.
Identified client needs during daily consultations, leading to effective cross-selling of appropriate retail banking products and investment services that directly contributed to achieving branch sales metrics.
Cultivated and maintained strong relationships with high-value retail clients, significantly improving account retention and fostering repeat business opportunities.
Ensured strict compliance with internal banking policies, KYC (Know Your Customer) guidelines, and central regulatory frameworks, mitigating risks and maintaining operational integrity in daily transactions.
Education
Ahmadu Bello University, Zaria (Distance Learning Centre)
→
Master of Business Administration (MBA)
Finance & Investment
Federal University of Technology Akure
Bachelor's Degree (B.Tech)
Food Science and Technology
Skills
Banking Operations
Core Banking Systems, Account Administration, Onboarding.
Relationship Management
Client Retention, Customer Service Excellence, Problem Resolution.
Sales Support
Cross-Selling, Financial Product Promotion, Financial Literacy.
Technical & Soft Skills
Microsoft Excel, Data Management, Emotional Intelligence, Team Collaboration.