DUROJAIYE O OLUWASEYI
OPERATIONS / INVESTMENT / AML/ KYC ANALYST
Warsaw,Poland
Summary
Adaptable, innovative, and self-driven individual with a passion for continuous learning. Recognized for strong leadership potential and exceptional interpersonal skills. Excels at managing multiple projects and meeting deadlines. Experience in various leadership positions, both in school and work, has honed the ability to thrive under pressure. Dedicated to the growth and development of team members. Highly creative and analytical mindset enjoys tackling challenges and working independently. Logical and efficient problem solver driven by a deep passion for building and sustaining businesses. Currently seeking an opportunity to apply these skills within an organization.
Overview
21
21
years of professional experience
16
16
years of post-secondary education
Work History
OPERATIONS OVERSIGHT ANALYST
MONEYGRAM
Warsaw, Mazovia
11.2022 - Current
- Reviews transactional/case notes and/or listens to call inquiries handled by GCC representatives within the oversight area.
- Conducted in-depth analysis weekly/monthly to identify trends, guiding strategy adjustments for competitive advantage.
- Evaluates whether dedicated procedures and guidelines were followed correctly and identifies possible enhancements that would benefit both existing processes and experiences.
- Handle and resolved 10 minimum escalated customer cases with relevant department for resolution.
- Prepare 10 monthly skill check test for GCC representative.
- Performs evaluations on transactional operations in the oversight areas, verifying whether GCC representatives followed given procedures; may be evaluating for the same GCC's Supervisors and QA Analysts.
- Reviews procedures for potential improvements and shares or presents these to the team members on more seniority positions.
- Shares or presents feedback and observations from evaluated areas with team members in positions with more seniority; shared input is then used to create knowledge checks and refreshers for representatives in oversight areas.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Managed multiple projects simultaneously while adhering to strict deadlines and quality standards.
- Performs other duties as assigned.
- Helped meet changing demands by recommending improvements to business systems or procedures.
Senior Customer Support Representative
Cinema City, Cinema.
07.2021 - 10.2022
- In this role I was promoted in three months to the position of a customer service specialist after being hired as a customer service agent due to providing excellent client support through answering phone calls and replying to emails and current a senior agent which is my last recent promotion.
- Operated in a high-volume capacity, resolving average of 20 emails per hour over the set target of 10 emails per hour, thereby attending to average of over 3000 emails monthly.
- Been saddled with the responsibility of both United Kingdom and United States of America market, I provide timely, accurate and courteous service to customers.
- Due to the above, I receive bonuses every month for exceeding the average monthly email and exceeding first time resolution percentage.
- Efficient use of various software's like service now, IVR, RCC, refund portal, OSI, etc.
- Support customer with account set up and ensure payment update issue quickly and efficiently resolved for existing account.
- Working with large amounts of data, performing queries, merging information and account with various software's.
Vice President - Business Development.
Hava Global Concept Limited
11.2015 - 01.2021
- Exceeded KPI's by building excellent rapport and working relationship with varied stakeholders in the retail network.
- Work and liaise with government/public sector to generate business for the company.
- Developed and oversaw implementation of strategic marketing and sales plan.
- Guiding and mentoring new business development team.
- Managing business generation, promotional program and marketing activities for the team.
- Developing business strategy and setting goals for the actualization of the set target from the company for me and my team.
- Held regular schedule meetings as well as quarterly team meeting to improve communication among team and appraise performance of set goals.
- Service existing clients as well as prospecting for new clients.
Manager / Head, International Desk.
BGL Securities Limited
11.2008 - 09.2015
- Relating with organization international client.
- Maximized performance by monitoring daily activities and mentoring team members.
- Managed and motivated employees to be productive and engaged in work.
- Marketing and increasing the international client base.
- Improved marketing to attract new customers and promote business.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Relating with banks and discount houses for bond sales.
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
- Marketing other corporate for equities.
- Facilitated team brainstorming sessions that led to innovative solutions for long-standing operational challenges.
- Overseeing to the speedy execution of all client mandate.
- Enhanced product quality by instituting rigorous quality control procedures, resulting in fewer customer complaints.
- Marketing and relationship management of asset management firms.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Updating of our proposal for marketing purposes.
- Member of the Nigeria Stock Exchange
HEAD, Equity Sales Department
Vetiva Capital Management Limited
04.2008 - 10.2008
- Margin / Credit facility documentation and execution for client.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Acknowledgment and responding to all mail.
- Monitoring and advice on all margin / credit facilities falling due and arrange appropriate pay down.
- Advice on dividend, return monies and certificate received on behalf of all client.
- Handling and dealing with all client complains.
- Oversee the processing of certificate deposit to verification.
- Oversee all portfolio from N25 million to N2.5 million in the organization.
- Regular advise to any client as regards stock selection and portfolio mix.
- Occasionally create a portfolio mix of appropriate risk and return to meet client needs.
- Learned and adapted quickly to new technology and software applications.
- Managed time efficiently in order to complete all tasks within deadlines.
Investment Advisor/Head of Product
Meristem Securities Ltd.
01.2006 - 03.2008
- Provides Investment advisory services to both retail and institutional client.
- Contacted potential clients to pursue sales and gather funds.
- Met and collaborated with existing and prospective clients to ascertain financial goals and provide recommendations on investment solutions.
- Researched companies and prepared presentations for management and prospective buyers.
- Contacted and lined up fellow investors to enable successful IPOs.
- Enhanced client retention rates through proactive portfolio reviews and ongoing relationship management efforts.
- Renders Asset/Portfolio management services to clients.
- Serve as Relationship managers for 120 investment accounts.
- Responsible for Prospecting client and opening of investment accounts for them.
- Responsible for Servicing of existing client account for capital appreciation.
- Regular research (both fundamental and technical) into various companies to determine investment potential and suitability for each client under management.
- Responsible for the prompt execution of clients' orders.
- Responsible for other administrative duties with respect to clients accounts.
- Increased client satisfaction by providing customized investment advice tailored to individual financial goals.
Economics and Business Studies Lecturer
National Youth Service Corps (NYSC)
09.2004 - 08.2005
- Established and Coordinator of anti – aid club.
Marketing Executive
IMB International Bank
01.2004 - 08.2004
- Sourcing of account deposit For the bank.
- Processing of relevant documentation for the registration of the account.
- Undertaking account officer function for every account opened.
- Onboarded new customers efficiently by developing database listings, uploading information, and defining related lists.
- Increased brand awareness by developing and implementing innovative marketing campaigns.
Education
Master of Science - International business
WSB University
Krakow 02.2021 - 03.2025
MBA - Business Administration And Management
University of Lagos
Lagos 09.2011 - 07.2013
Bachelor of Science - Banking and Finance
Lagos State University
Lagos 09.1998 - 07.2002
High School Diploma -
Jibowu High School
Lagos 09.1992 - 07.1998
Skills
MS Office
CRM systems
Leadership Skills
Native English speaker
Report preparation
Documentation and reporting
Excel proficiency
Team collaboration and leadership
Analytical thinking
Decision-making
Time management
Process enhancement
Issue identification
Data analysis
Problem-solving
Trainings And Seminars Attended
- Life coaching, Lanre Olusola Coaching Academy, 10/01/18
- Neuro Linguistic Programming (NLP), 11/01/18
- Behavioural Change Certification Program, Winbox, 09/01/19
- Psychology of sales, Lanre Olusola Coaching Academy, 05/01/11
- Business Negotiation and Persuasion Skill, I-Skill Knowledge Management, 04/01/07
- How to sell – Clear & Simple Course, KRC Services Limited, 10/01/07
Timeline
OPERATIONS OVERSIGHT ANALYST
MONEYGRAM
11.2022 - Current
Senior Customer Support Representative
Cinema City, Cinema.
07.2021 - 10.2022
Master of Science - International business
WSB University
02.2021 - 03.2025
Vice President - Business Development.
Hava Global Concept Limited
11.2015 - 01.2021
MBA - Business Administration And Management
University of Lagos
09.2011 - 07.2013
Manager / Head, International Desk.
BGL Securities Limited
11.2008 - 09.2015
HEAD, Equity Sales Department
Vetiva Capital Management Limited
04.2008 - 10.2008
Investment Advisor/Head of Product
Meristem Securities Ltd.
01.2006 - 03.2008
Economics and Business Studies Lecturer
National Youth Service Corps (NYSC)
09.2004 - 08.2005
Marketing Executive
IMB International Bank
01.2004 - 08.2004
Bachelor of Science - Banking and Finance
Lagos State University
09.1998 - 07.2002
High School Diploma -
Jibowu High School
09.1992 - 07.1998