1. Saheed Adegoke Olayiwola
Address: 6 Tay Drive Rushden Northampton NN10 0GX
Tel: 07949385236 Email: sirhid2001@yahoo.com
An experienced complaint handler with strong numerical and analytical abilities, with a good eye
for details can help improve the quality and effectiveness of service delivery to customers. Has
advanced business operational problem solving skills with the capability of contributing solutions in
varied business areas thereby contributing to the overall growth and profitability of the company.
Education
ACCA Part Qualified: Passed papers include: Financial reporting, Financial management,
Corporate reporting, Taxation, Business analysis with 1 paper left to full qualification.
Computer Skills
Excel (Advance), Power Point, Accurate Seibel, Scala and Sage Line 50, SAP software, Respond,
Vision Plus SharePoint Charter.
Work Experience
May 2014 to Date Lloyds Banking Group Complaint Handler
 Data capturing from different systems
 Complex Redress computation of customers PPI products.
 Managing customer complaints while working to meet personal and business deadlines
 Business PPI redress internal trainer for new intakes
 Production, documentation and analysis of redress processes for the business
 Facilitation of meetings and workshops with stakeholders in order to reach a common
agreement with requirements
 Investigating and making fair decisions on complaints in accordance with TCF (Treating
Customers Fairly) and FSA Complaint Handling Rules and standards
 Contact customer as required in order to access customer recollections of original sale and
under customer circumstances at point of sale.
 Issuing correspondence to customers regarding resolved queries/complaint and
requesting for information.
 Policy review remediation and subsequent redress on complex cases
 Assuming Team leader responsibilities.
Jul 2013-May 2014 HSBC Bank PPI Compliant Handler
 Investigating to see if PPI complaints could be time barred, collating the evidence to
confirm this, preparing the documentations and informing the policy holders of the decision.
 Preparing reconciliation statements of daily and weekly total redress paid/to be paid to
customer for MI reporting
 Analyse payments made to customers regarding the PPI on their loans and cards
ascertain outstanding redress, where applicable, to ensure compliance with FCA and FOS
guidelines
 Carry out holistic review of PPI and general complaints
 Policy review remediation and subsequent redress on complex cases

2. Jun 2012-Jul 2013 HSBC Bank Investment Analyst
 Review any client complaints and creating management report on any resolved issues
 Investigation and preparation of Banks Exposure report on Client asset maintenance
 Reallocation and Reconciliation of client unclaimed funds.
 Handling customers’ complaints and empathizing with them while working to achieve
customers’ satisfaction thereafter
 Ensuring compliance with operational risk and bank standards in reference to FCA rules
 Preparation of weekly Management Information.
 Analysis of daily diversification funds to other banks.
 End to end complaint handling of customer Asset management requests.
March 2011-October 2011 Kenwood UK Finance Assistant Accountant
 Maintained daily cash flow schedules
 Checked and transmitted Bacs with international transfer payments
 Maintenance of specific accounting prepayments and accruals
 Updated SAP with approved inventory adjustments
 Completed month end bank reconciliation
Jan 2011-Feb 2011 The Southern Cooperative Limited Account Assistant
 Preparation of accruals journal for the year-end adjustments
 Documented and analysed stock recording processes and identified areas for
improvement
 Identified and managed Risks and Issues relating to the end of year project
 Computation and Analysis of branches stock at cost to determine variation from book
values
 Investigation and compilation of post year end invoices for duplication and journal postings.
 Determination and analysis of leakages in branches stock takes.
Dec 2007-Dec 2010 Welcome Finance Account Administrator
 Contacting new and existing customers to promote company’s products
 Efficient processing of credit card payment queries over the telephone and emails
 Dealing with customers queries and referring complex situations to manager
 Preparation of account reports for monthly review and audit.
 Ensured that queries raised are dealt with promptly and effectively.
 Liaising with branches on recovery of outstanding loan payment.
 End to end complaints handling on companies products and services.
 Verified overpayments and processing indemnities directly to customer accounts.
Reference: Available on request.