tosin agbabiaka

* Research and resolve customer problems, acting as the customer liaison between other bank departments when necessary. * Research customer questions regarding electronic funds transfers and initiate “Reg E” disputes when appropriate, including the cmpletion of all necessary documents and affidavits. * Cross-sell bank products and services based on customer needs in accordance with the banks’ program standards. * Relate customer requests for service charge rebates to the assistant vice president and vice president of operations. * Process necessary paperwork to rebate customer service charges. * Verify information on ATM/debit card applications to the information in customer database. Send exceptions to personal banking counselors for corrections. * Update the system with messages regarding ATM/debit cards and service charge rebates.

Processes transactions in one or more of the company's internal operations to support domestic and international consumer, commercial and wholesale bank businesses or services functions. Ensures quality service and effective and efficient operations support for the assigned area's internal business partners and/or external customers/clients

* Assist customers with Deposits, withdrawals, transfer of funds * Listen to customer inquiries and addresses concerns via telephone and/or face-to-face * Cross sell of bank’s products and services * Inform and match customers with products that will fit their financial needs * Lead team members in weekly presentation to management, coach, develop and lead team in weekly huddles.

* Assist customers with problems with their services. Make services changes also recommend service options and schedule phone, fax and computer line installations. * Provide detail and accurate account of customer calls to prevent future audit issues. * Troubleshoot with customers over the phone * Inform customers about new products and services * Relate with customers and cross sell products/services on over 50% calls upgrading customers on national service plans, call waiting, call forwarding, caller ID, international calling plans and phone/internet packages. * Assist customers with billing inquiries. * Successfully resolve volatile customer situation.

* Assist project manager in organizing and leading a cross functional team in developing and implementing project deliverables * Tracks schedules and budgets to ensure that requirements and project deliverable dates are clearly communicated, understood and executed upon * Leads a team in the initiating, planning, controlling, executing, and closing tasks of a project * Maintain detailed documentation on all assignments. * Relieves the Receptionist, in the reception area, during any absences by answering telephone calls promptly and courteously and greeting visitors in a friendly and professional manner

Oversees the planning, implementation, and tracking of a specific short-term projects dealing with IP-based Voice to include: IP PBX’s, VoIP, SIP Trunk, legacy TDM PRI’s, Data Networking services and ADOPT. Develop and maintain client relationships, providing high- level support and escalation, act as the customer advocate to ensure accurate implementation of projects. Establish a communication schedule to update stakeholders regarding project status. Work with internal departments to facilitate the project and work towards addressing requests and inquiries in order to meet deadlines Responsible for the execution of end- to- end projects and on –time delivery; serve as the liaison for sales and the account management team Resolved cross-functional issues and escalations by assessing and identifying causes, gathering and processing relevant information, generate possible solutions, and make recommendations and/or resolve the problem

Activities and Societies: International Institute of Business Analyst. (IIBA), Member, IIBA, Greater Atlanta Area