Azeezat Ogunbamowo

Background

About Azeezat Ogunbamowo

Experienced Customer Experience Specialist with 5 years track record of customer experience practice in the financial industry and developed competencies in service delivery, customer experience management, service touchpoints evaluation, customer life cycle management, and customer insight and analytics. Deep understanding of customer experience flow in the financial services sector. Committed to improving customer experience with digital products, increasing customer retention rate, working cross-functionally with teams to launch new digital products and increasing customer satisfaction with products across all platforms. Proficient in the use of Microsoft Office, Survey Monkey, CheckMarket, and Qualtrics. Here are some of my achievements: • Developed the Mystery Shopping and Spot Check Grids (branch, Off-Site ATMs and Contact Centre Assessments; email, social media and calls) used to evaluate how close the customer experience is to the desired one to identify customers' pain points and for service improvements. • Reviewed and re-launched the Purple Book 2.0 in 2022, aligning staff behavior with the overall objective of the bank and attaining the Top 5 Rating on KPMG yearly. • Influenced Wema Bank’s top 3 recognition in the KPMG Banking Industry Customer Satisfaction Survey in 2020 and 2021 by championing periodic Service Quality Review sessions, implementing customer interaction management tools and optimizing the bank’s digital platform (ALAT). • Recommended and championed the implementation of an automated Feedback and Survey platform tool (Medallia - CheckMarket) with stakeholders, reducing the process turnaround time for Survey deployment and reporting by 85%. • Designed the user journey and process flow and supervised the implementation of the automated transaction survey option on email notifications. • Completed the setup of the CSAT and feedback process on the Bank’s new customer interaction portal to gain real-time feedback on the resolution experience.