MAKINDE ABOSEDE SUZAN
Jönköping,F
Summary
Dynamic Customer Service and Experience Lead with 8+ years in banking sector operations. Expertise in driving customer satisfaction, process improvement, and managing inbound and outbound communications across multiple channels. Proven ability to enhance service quality and advocate for customer needs, leveraging a background in Business Administration.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Team Lead, Customer Service (Email Resolution Desk)
First City Monument Bank
04.2020 - Current
- Achieved 15% increase in customer satisfaction scores within 8 months.
- Led a team of 10, enhancing email resolution quality and efficiency.
- Boosted self-service usage by 20% through effective onboarding strategies.
- Reduced customer complaint resolution time by 25% via cross-department collaboration.
- Conducted training sessions on financial products and industry regulations for team members.
- Analyzed customer service reports to assess and improve team performance.
Customer Service Quality Officer (WhatsApp Desk Supervisor)
First City Monument Bank
09.2016 - 04.2020
- Managed the WhatsApp communication team and implemented service protocols that improved response time by 30%.
- Enhanced automated responses and customer interaction through partnership with technology vendors to optimize the WhatsApp BOT project.
- Trained and developed new team members that maintained top service standards.
Contact Center Agent (Voice Channel – Inbound & Outbound)
First City Monument Bank
02.2012 - 08.2016
- Achieved over 90% customer satisfaction rating through effective call management.
- Increased service call sales by 10% through strategic cross-selling efforts.
- Conducted analysis of customer feedback to improve service delivery adjustments.
- Managed inbound and outbound calls for service requests and sales inquiries.
- Enhanced customer experience by addressing feedback and implementing service improvements.
Education
M.Sc - Digital Business
Jönköping University (International Business School)
Jönköping, Sweden01.2025
B.Sc. - Business Administration
University of Lagos
Lagos, Nigeria01.2017
OND - Business Administration
Yaba College of Technology
Lagos, Nigeria01.2010
Skills
- Customer experience management
- Service quality assurance
- Customer service and relationship management
- Complaint resolution
- User onboarding and retention
- Multi-channel communication (Email, Call, Live Chat, Social Media)
- Customer survey and feedback implementation
- Project coordination
- Proficiency in Microsoft Office
- Stakeholder reporting and presentation
- Team leadership and training
- Collaboration and innovation
- Ability to work remotely
- Keen attention to details
- Active listening skills
- Excellent written and verbal communication skills
- CRM Tools
- Microsoft suite: Word, PowerPoint and Excel
- Collaboration: Slack, Teams and Google Suite
- Attention to detail
- Conflict resolution
- Customer focus
- Coaching and mentoring
- Schedule management
- Process improvement
Certification
- Professional Certificate in Office Administration & Customer Service
- Institute of Customer Service of Nigeria
- 2013
LANGUAGES
English – Proficiency
Timeline
Team Lead, Customer Service (Email Resolution Desk)
First City Monument Bank
04.2020 - Current
Customer Service Quality Officer (WhatsApp Desk Supervisor)
First City Monument Bank
09.2016 - 04.2020
Contact Center Agent (Voice Channel – Inbound & Outbound)
First City Monument Bank
02.2012 - 08.2016
B.Sc. - Business Administration
University of Lagos
OND - Business Administration
Yaba College of Technology
M.Sc - Digital Business
Jönköping University (International Business School)
References
References are available on request.