Kikelomo Ayeni

Business Analyst @Lloyds Banking Group

Manchester, GB

Responsible for analysing customer complaints and feedback to identify why follow-ups to customers’ complaints have longer timescales for resolutions to customer issues and help develop the AS-IS and TO-BE. Liaised with stakeholders and management teams to ensure smooth communication and alignment on business goals.Key Achievements• Implemented processes resulted in the reduction of timescales in resolving customers issues which led to a 40% improvement in customer satisfaction.• Customer resolution system led to a reduction of negative escalation.