TAOFEEK OLOKODANA
Westerville
Summary
Results-driven customer service professional with over 7 years in financial services and technology. Expertise in enhancing customer satisfaction through first-contact resolution and effective communication, fostering strong client relationships while consistently meeting service-level expectations.
Overview
12
12
years of professional experience
Work History
Senior Customer Service Representative
Discover by CapitalOne
Columbus
03.2026 - Current
- Deliver exceptional customer support by handling inbound inquiries related to credit card accounts, payments, rewards, disputes, and account maintenance.
- Resolve customer concerns efficiently while maintaining high-quality service standards and achieving first-contact resolution whenever possible.
- Collaborated with internal departments to resolve complex customer issues, consistently meeting productivity, quality assurance, and service-level metrics.
- Educate customers on available products, digital banking tools, and self-service options to improve account management and overall customer satisfaction.
- Educated customers on Discover and Capital One merger, clarifying account changes, benefits, products, and transition timelines to ensure seamless customer experience.
- Verify customer identity and adhere to company policies, security procedures, and regulatory requirements to safeguard customer information and prevent fraud.
- Accurately document customer interactions and follow up on outstanding requests to ensure timely and effective resolution.
- Built strong customer relationships through active listening, empathy, and effective communication, enhancing customer experience and fostering brand loyalty.
Client Support Representative
Infinite Computer Solution
09.2021 - Current
- Providing frontline support and information to customers on products and services
- Managed customer relationships by addressing complaints, following up on inquiries, and closing all requests promptly
- Provided insights from customer satisfaction surveys to support internal teams in decision-making
- Contributed to marketing campaigns by promoting products and services to enhance customer engagement
Technical Support
Astute Business Technology Solution
11.2019 - 08.2021
- Provide world-class customer service to clients in all interactions, striving for first contact resolution and exceeding client expectations
- Supported trading and non-trading inquiries for participants and clients, ensuring compliance with quality assurance guidelines
- Walk participants through the action on their account through Stock Plan and trading services on self-portal
- Processed and followed up on service requests, ensuring timely execution and resolution
- Effectively navigate firm systems for all workflow processing and client requests
- Maintained professional relationships while assisting customers with investment options, trading, retirement plans, and benefits advice
- With my KYC experience, I was able to introduce customers to favorable products and benefits based on account history
- Apply firm verification policies and procedures in every interaction to avoid identity theft and fraudulent activity on WSG Connect
- Manage employee benefits plans for hundreds of companies
Customer Advisor
Ecobank Plc
Lagos
12.2015 - 06.2018
- Managed funds for entire branch, engaging internal stakeholders and customers while authorizing financial and trade transactions with meticulous attention to detail
- Maintained a detailed record of customers' investments for reporting and analysis (cost of funds, interest expense, maturity date/value, etc.) purpose
- Oversaw cash collection and posting for walk-in customers at the branch
- Verified bulk cash transactions for corporate clients, ensuring accuracy and compliance with financial regulations
- Prepared weekly and monthly financial performance reports for presentation during review sessions, daily accounts reconciliation reports, general ledger keeping, and liquidity management.
- Maintained financial records and updated them according to required standards for compliance, auditory, and regulatory purposes.
- Provided full support on year-end financials and actualization of statutory audit
- Researched relevant trends and topics for presentations during knowledge-sharing sessions to enhance team knowledge and customer service
Customer Service Executive
CT Computer Institute
Lagos
12.2014 - 11.2015
- Managed customer relationships by addressing complaints, following up on inquiries, and ensuring timely closure of all requests
- Providing frontline support and information to customers
- Delivered onsite and technical support to customers, resolving issues and enhancing user experience
- Provide administrative support by maintaining accurate records and processing payments
- Executed marketing activities to promote products and services effectively
Education
B.Sc. - Business administration
University of Ado Ekiti
Ekiti State, Nigeria09-2013
Skills
- Customer relationship management
- Customer focus
- Customer satisfaction
- Verbal and written communication skills
- Problem-solving skills
- Analytical skills
- Attention to detail
- Time management skills
- Interpersonal skills
- Customer empathy
- Adaptability
- Flexibility
Accomplishments
- First Contact Resolution, Resolved 95% of client issues on first contact, exceeding company benchmarks by 20%.
- Complaint Resolution, Reduced complaint resolution time by 50%, enhancing customer satisfaction rates significantly.
- Customer Satisfaction Improvement, Improved customer satisfaction scores by 15% through enhanced service delivery strategies.
Languages
English, Advanced
Timeline
Senior Customer Service Representative
Discover by CapitalOne
03.2026 - Current
Client Support Representative
Infinite Computer Solution
09.2021 - Current
Technical Support
Astute Business Technology Solution
11.2019 - 08.2021
Customer Advisor
Ecobank Plc
12.2015 - 06.2018
Customer Service Executive
CT Computer Institute
12.2014 - 11.2015
B.Sc. - Business administration
University of Ado Ekiti