Monica Adegboyega
Risk Management Specialist
Brantford,ON
Summary
Results-driven Risk Manager Specialist bringing proven skills in risk management and administrative support. Effective in training team members to proactively identify and highlight potential risks. Dedicated to long-term risk management by building strong internal protocols, team member work and instilling culture of responsibility and attentiveness solely focusing on keeping company risk low.
Overview
18
18
years of professional experience
4
4
Certifications
Work History
Risk Management Specialist
Globacom Limited
11.2019 - 11.2023
- Collaborated with cross-functional teams to ensure consistent application of risk management frameworks and standards across the organization local site.
- Proactively maintained effective communication with necessary departments and clients while ensuring minimum risk to company.
- Supported in the implementation of predefined credit scoring policy.
- Spearheaded, authenticated all required documentation and applications for post-paid subscribers adhering to predefined company policies
- Spearheaded process improvement initiatives aimed at increasing the efficiency and effectiveness of the risk management function.
Resolution Specialist
Globacom Limited
09.2017 - 11.2019
- Collaborated effectively with cross-functional teams to provide comprehensive solutions for clients'' concerns.
- Conducted thorough follow-ups with customers post-resolution to ensure satisfaction and identify any opportunities for further improvement in the service provided.
- Provided recommendations in navigating challenging situations and offering guidance while utilizing proper escalation matrix when needed.
- Developed tailored strategies for dispute resolution, resulting in successful outcomes and increased client retention rates.
Data-Entry Executive
Globacom Limited
08.2008 - 08.2017
- Maintained strict confidentiality of sensitive client information, ensuring compliance with industry regulations and company policies.
- Identifying and attending to the needs of customers through available delivery channels while ensuring customer service which would constantly exceed customers’ expectations.
- Prevented costly mistakes by proactively identifying major service challenges and rectifying them promptly.
- Streamlined workflow with automation techniques, reducing manual input time and minimizing potential for human error.
- Collaborated with IT department to troubleshoot software issues, leading to a more stable data entry environment for our end users (customers).
- Managed large-scale data support providing first and second line user for over 160 subscribers in 36 state branches, ensuring seamless resolutions between troubleshooting systems on a daily basis.
Call Centre Co-ordinator
VFS Global Services
04.2007 - 07.2008
- Developed strong communication and organizational skills through working on group projects and trainings.
- Skilled at working independently and collaboratively in a team environment.
- Gained strong leadership skills by managing projects (such as quality checks, training call agents) from start to finish.
- Worked well in a team setting, providing support and guidance.
Customer Care Officer
Dana Services Company
02.2006 - 04.2007
- Trained new employees in company procedures, ensuring consistent quality of customer care.
- Managed high call volumes with exceptional time management and multitasking skills.
- Maintained detailed records of customer interactions, allowing for thorough follow-up and improved service delivery over time.
- Analyzed data trends to identify areas requiring improvement in the customer experience.
- Improved customer satisfaction by promptly addressing inquiries and resolving issues.
- Streamlined communication between departments for efficient problem resolution.
Education
Master of Science - Public And International Affairs
University of Lagos
Lagos, Nigeria 05.2001 -
Bachelor of Science - Political Science
University of Lagos
Lagos, Nigeria 05.2001 -
Skills
Time Management
Strategic Planning
Microsoft Office Suite
Project Management
Written Communication
Customer Targeting
Certification
Effective Self & Time Management
Timeline
Risk Management Specialist
Globacom Limited
11.2019 - 11.2023
Resolution Specialist
Globacom Limited
09.2017 - 11.2019
Data-Entry Executive
Globacom Limited
08.2008 - 08.2017
Call Centre Co-ordinator
VFS Global Services
04.2007 - 07.2008
Customer Care Officer
Dana Services Company
02.2006 - 04.2007
Master of Science - Public And International Affairs
University of Lagos
05.2001 -
Bachelor of Science - Political Science
University of Lagos
05.2001 -