Olusola O.
Customer Care Fraud Advisor @Barclays UK
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WORK HISTORY
Customer Care Fraud Advisor @Barclays UK
Sunderland, GB
Delivered exceptional customer service across multiple channels (telephony, chat, and written communication), tailoring each interaction to individual client needs.Resolved complex customer queries and complaints, including Fraud and digital cases, with empathy and professionalism while ensuring compliance with policies, procedures, and regulatory requirements.Assisted new customers with account setup and onboarding, enabling seamless access to online investment and banking services.Collaborated cross-functionally with internal teams (sales, operations, compliance, risk management, and collections) as well as third-party providers to resolve queries, process transactions, and mitigate risks.Took ownership of end-to-end customer issue resolution, ensuring accurate completion within agreed timeframes and proactively following up to enhance customer satisfaction and loyalty.Applied analytical skills to gather information, make sound decisions, and identify opportunities for risk control enhancements and process improvements.Provided specialist advice on banking products, digital services, and operational procedures to support clients and internal teams effectively.Championed continuous improvement by suggesting enhancements, sharing best practices, and actively participating in team discussions.Identified recurring customer issues and escalated them for process improvement, supporting business efficiency and risk mitigation.Maintained up-to-date knowledge of products, industry trends, and company developments to provide accurate guidance and tailored solutions.Built and maintained trusted relationships with stakeholders, ensuring alignment with business goals and delivering value through tailored support and advice.
EDUCATION
Teesside University
Master of Science - MS, Bioinformatics
Lagos City College, Lagos
SSCE, Science
The University of Texas at Austin
Postgraduate Degree, Data Science and Business Analytics
University of Lagos
Bachelor's degree, Biochemistry
University of Lagos
Master of Business Administration - MBA, Finance Specialization
ABOUT OLUSOLA O.
With over 14 years of experience in leading roles at two of Nigeria’s largest banks—Guaranty Trust Bank and Union Bank, both renowned for their extensive reach across Africa and the UK—I have consistently delivered impactful results in customer service, operations, and compliance. As a Customer Service Specialist and Operations Manager at GTBank, I improved customer response times by 30%, while my role as Compliance and Internal Control Officer at Union Bank led to a 20% reduction in compliance discrepancies. My expertise in driving operational efficiency and regulatory adherence has been instrumental in supporting these major institutions in achieving service excellence and sustainable growth. I have expertise in Regulatory Compliance & Risk Management, Data Analysis & Interpretation, Financial Reporting & Auditing, Strategic Planning & Forecasting, Operational Efficiency & Process Improvement, Customer Experience Enhancement, Project Management, Team Leadership & Collaboration, Adaptability & Continuous Learning and Ethical Decision-Making
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