GRACE EKE THOMAS

Banking & Financial Services Professional

Lagos, NG.

About

Highly analytical Banking and Financial Services Professional with over 2 years of experience at Stanbic IBTC Bank, excelling in operational accuracy, regulatory compliance, and front-line customer relationship management. Proven track record in processing high-volume transactions with zero audit findings and achieving high customer satisfaction, leveraging a strong B.Sc. Statistics foundation for data-driven financial analysis. Adept at driving efficiency and fostering client trust within fast-paced, compliance-driven environments.

Work

Stanbic IBTC Bank (ICSL Outsourcing)

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Bank Teller

Lagos, Lagos, Nigeria

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Summary

Managed daily high-volume financial transactions and customer interactions, ensuring stringent compliance and achieving exceptional accuracy and satisfaction ratings.

Highlights

Processed 500+ daily transactions across diverse channels with high accuracy, rigorously enforcing banking policies, KYC, and AML standards to achieve an 80% compliance rating and zero audit findings.

Conducted meticulous end-of-day cash balancing and call-over processes, maintaining near-zero error rates and ensuring full reconciliation of teller and vault positions.

Resolved 95% of customer concerns and transaction disputes on first contact, significantly improving branch satisfaction scores and customer retention.

Trained and mentored 8 new team members on operational procedures and compliance requirements, reducing onboarding time and strengthening overall team performance.

Chef Eros & Co

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Customer Service Representative

Lagos, Lagos, Nigeria

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Summary

Managed diverse customer interactions across various channels, achieving high satisfaction, accurate financial reconciliation, and increased sales conversion.

Highlights

Managed high-volume customer interactions across phone, social media, and in-person channels, consistently maintaining high satisfaction ratings.

Maintained full accuracy in daily account reconciliation using Xero CRM, generating invoices, budgets, and financial reports with zero discrepancies.

Increased customer retention and sales conversion through empathetic, personalized service, earning 'Employee of the Quarter' (Q3 2022) recognition.

Education

Ajayi Crowther University

Oyo, Oyo, Nigeria
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Bachelor of Science Statistics

Ogun State Institute of Technology

Ogun State, Ogun State, Nigeria
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Higher National Diploma Microbiology

Languages

English

Certificates

Virtual Assistance Certificate

ALX Africa

Skills

Banking & Financial Tools

Core Banking Applications, Banking Software Platforms, Xero CRM, Cash Management Systems.

Data & Productivity Tools

Microsoft Excel, Google Sheets, Microsoft Office 365, Google Workspace, HubSpot, Zoho CRM, Slack, Asana.

Core Skills

Transaction Processing, Account Reconciliation, KYC/AML Compliance, Data Analysis, Report Generation, Process Documentation, Performance Metrics Tracking, Regulatory Standards, Customer Relationship Management, Analytical Aptitude, Decision-Making, Financial Reporting, Adaptability, Team Leadership, Mentoring, Onboarding.

Interests

Hobbies

Traveling, Writing, Reading.