Taiwo Odunsi

PROFESSIONAL SUMMARY 

Dedicated and customer-focused Night Concierge with strong experience in front-of-house operations, building security, and resident support. Skilled in managing night shifts independently, handling emergencies calmly, and ensuring a safe, clean, and welcoming environment. Adept at incident reporting, access control, and delivering exceptional service to residents, visitors, and contractors. Reliable, proactive, and professional at all times. 

KEY SKILLS & COMPETENCIES 

● Front of House & Customer Service 

● Building Security & Access Control 

● CCTV Monitoring & Incident Reporting 

● Key & Parcel Management 

● Health & Safety / Fire Safety Compliance 

● Emergency Response & Conflict Resolution 

● Data Entry & Validation 

● Data Cleansing & Quality Assurance 

● Microsoft Excel (Pivot Tables, VLOOKUP, Data Analysis) 

● Database & CRM Management (Salesforce, MS Access) 

● Report Generation & Documentation 

● Attention to Detail & Accuracy 

● Cleaning & Facility Upkeep 

● Excellent verbal and written communication skills 

● High level of patience, empathy, and professionalism with end-users. 

● Problem-solving and analytical abilities 

● Working Independently with Minimal Supervision.

PROFESSIONAL EXPERIENCE

NIGHT CONCIERGE                                                  07/2023 – 08/2025

Scenic Management Ltd. 

● Provide a friendly front-of-house service to residents, visitors, and contractors during night hours. 

● Monitor CCTV, conduct building patrols and ensure tenant safety and security. 

● Manage keys, deliveries, access cards, and log all visitors in line with building policy. 

● Respond to emergencies, noise complaints, or incidents professionally and escalate when required. 

● Maintain cleanliness of reception and communal areas, ensuring a welcoming environment. 

● Complete accurate incident, maintenance, and handover reports for the daytime staff. 

● Liaise with security, cleaning, maintenance, and external contractors as needed. 

Help Desk/Customer Service Support                 05/2020 - 07/2023 

Scenic Management Ltd. 

● Delivered excellent customer service in a front-facing role. 

● Managed enquiries, resolved complaints and supported customers with professionalism. 

● Ensured security and safety procedures were followed at all times. 

● Raise job orders and procure necessary materials. 

● Raise and manage clients' work and site permits. 

● Maintained and organised electronic filling systems to ensure easy access of records and adhere to the organisation systems and deals with general administrative duties.

Data Entry Administrator                                         06/2019 - 05/2020 

Dalton Recruitment Agency - Manchester, UK 

● Assisting in gathering and preparing financial data from multiple sources. 

● Accurately enter and update patient and administrative data across multiple systems. 

● Verify and validate large datasets to ensure accuracy and consistency. 

● Learning and using new tools and methods for visualisation and automation. 

● Support audits by maintaining complete and well-organised digital records.

 ● Work with diverse team members to ensure timely and accurate data collection. 

● Maintain confidentiality and internal data protection policies. 

● Reason for leaving: Closed Down. 

Administrative Assistant                                          04/2018 - 06/2019 

Dalton Recruitment Agency, Manchester, UK 

● Acting as a point of contact for customers, clients or suppliers via email, over the phone or in person 

● Welcoming visitors to the building, organising security clearance and showing them to meetings 

● Booking meeting rooms for colleagues and arranging meeting schedules 

● Organising filing systems and updating office databases 

● Processing invoices, tracking receipts, inputting expenses and other basic bookkeeping tasks 

● Arranging travel plans and hotel stays for staff members 

● Ordering new office equipment, such as stationery, printer refills or staff uniforms 

● Scheduling office meetings between teams, managers and departments 

● Responding to questions and requests for information. 

● Reason for leaving: Irregular shifts. 

Case Handler Remediation                                          02/2018 - 04/2018 

Lloyds Banking Group - Halifax [Contracted to Huntswood]. 

● Conducted detailed reviews of PPI complaints and historical customer files. 

● Communicated with customers and ensured compliance with regulatory standards. 

● Maintained accurate case records and supported audits and remediation projects. 

● Conducted investigations into PPI complaints following FCA DISP guidelines and company protocols. 

● Evaluated financial agreements, relevant evidence, and customer records.

 ● Crafted concise final response letters containing fair and precise decisions. 

● Handled sensitive discussions, aligning customer expectations with regulatory requirements. 

● Met performance goals for case resolutions within the stipulated time frames. 

● Reason for leaving: Contract finished. 

Case Handle – [Remediation]                                        09/2017 - 02/2018 

Royal Bank of Scotland - [Manchester - Temporary Contract by Manpower Ltd] 

● Vetting customer complaints about PPI. 

● Logging customer complaints onto the database. 

● Gathering data to enable complaints to be accessed. 

● Carry out CDD process on both new and existing customers. 

● Identify and verify different types of Bank cards in which customers made complaints on. 

● Identify and verify customer information, using appropriate document sources. 

● Investigate and search by using both internal and external investigative tools. 

● Reviews are carried out to the highest standard. 

● Performing redress calculations on credit cards. 

● Handling incident 208- top-up on customer’s complaint on the claims. 

● Conducted detailed reviews of PPI complaints and historical customer files. 

● Communicated with customers and ensured compliance with regulatory standards. 

● Maintained accurate case records and supported audits and remediation projects. 

● Any other tasks assigned by the team leader. 

● Reason for leaving: Better employment remuneration. 

Support Worker                                                               06/ 2014 – 09/2017 

MLDP Manchester City Council [MLDP] & Manchester Homeless- [Contracted to SRA Specialist Recruitment Agency Manchester, United Kingdom]. 

● Providing emotional support, assistance, and guidance to young people calmly and safely, by managing their independent living such as domestic work, cooking, washing, shopping, collection of benefits, escort to the bank, paying bills, etc. 

● Maintaining tenants/service users’ right to privacy and ensuring dignity always. 

● Administering medication to the tenants/service users. 

● Assisting and supporting tenants/service users in maintaining their hygiene. 

● Ensure the security & safety of the building is maintained. 

● Assisting tenants/service users with finance management like household bills, Council taxes, and finances. 

● Completing essential paperwork. 

● Reason for leaving: Shifts not forthcoming. 

Employment Gap                                                              01/2014 – 06/2014 

● Pursuing my master’s degree at Liverpool Hope University. 

Branch Operations Officer                                               04/2006 – 12/2013 

ICB Micro-finance Bank Ltd (Retail), Nigeria. 

● Oversaw daily branch operations including cash handling, s, and transaction processing. 

● Conducted customer identity checks and ensured compliance with KYC/AML regulations. 

● To drive and deliver retail branch performance in sales, service, and compliance. 

● Develop a high-performing team to achieve success. 

● To manage poor performance through organizational procedures. 

● Support the Branch Manager in meeting targets, particularly in sales, service, and compliance. 

● Ensure branch compliance in all operational areas. 

● Reason for leaving: Relocation to the UK. 

Banking Officer (KYC)                                                     04/2003 - 04/2006 

ICB Micro-finance Bank Ltd (Retail Banking), Nigeria 

● Perform compliance oversight functions and provide technical support to the Head of 

● Compliance with essential research, analysis, and planning activities. 

● Provide end-to-end and robust KYC expertise throughout the Remediation and refresh process. 

● Ensure compliance with applicable Financial Crime legislation and regulations and internal policies. 

● Supports management in the day-to-day compliance efforts with AML/KYC requirements. 

● Works with relationship managers to identify required KYC information; guides policy and procedural requirements around ongoing AML/KYC reviews. 

● Monitor daily alert and account activity using electronic transactions, and monitoring case management systems. 

● Reason for leaving: Internal Promotion. 

Assistant Banking Officer                                               06/2002 - 03/2003 

EcoBank Plc. Nigeria [Treasury Operations]. 

● Posting of swift transfers, FX, TB, TD, inter-bank transfers, etc. 

● Monitoring of trades, ensuring timely settlement. 

● Producing timely confirmations. 

● Conducting payment investigations. 

● Authorising payments. 

● Monitoring SWIFT messaging identifying any problems and escalating those where necessary. 

● Reason for leaving: Better Opportunity. 

Assistant Banking Officer                                             03/2000 – 06/2002 

Financial Control (Expense Management Unit). 

● Vetting, payment, and authorising Board of Directors sitting allowance, contractors/ supplier, and staff's reimbursement with approval limit. 

● Supported audits and implemented process improvements. 

● Preparing Staff's wages and other emoluments. 

● Maintaining and keeping track of all Capital Expenditures. 

● Production of monthly returns of Money Laundering Reports to the Apex Bank (Central Bank of Nigeria). 

● Ensure prompt remittances on PAYE, FIRS, NHF, NSTIF, etc. 

● Liaising with other units and branches as regards their allocated expense management. 

● Production of monthly expense Report. 

● Petty cash, Ledger, Journal Entry books, etc. 

● Reason for leaving: Internal movement. 

EDUCATION & PROFESSIONAL DEVELOPMENT 

● MA Leadership & Management                            01/2014 – 07/2016 

Liverpool Hope University 

● BSc (Hons)Economics                                           07/1995 – 12/1998 

Lagos State University 

● GCE Advanced Levels                                            09/1984 – 12/1986 

West African Examination Council [WAEC] 

● High school Levels                                                 09/1977 -12/1981 

West African Examination Council [WAEC] 

OTHER TRAININGS 

● First Aid at Work 

● Fire Safety / Health & Safety Training 

● Customer Service / Conflict Management Training 

ADDITIONAL INFORMATION 

● Willing to work night shifts, weekends, and bank holidays. 

● Computer Skills: MS Office, Outlook, building management systems (BMS), CCTV systems. 

REFERENCES 

● Available upon request.

I possessed masters degree in leadership and management and bachelors degree in economics including college and high school certicates.

I have also completed in-house training such as First Aid at Work, Fire Safety / Health & Safety Training, Customer Service / Conflict Management Training.