Customer Service Representative

Kikelomo Adu

**** ******* ******, ************, ** 21133

410-***-****. *****.***@*****.***

Fully work Authorized. No Visa Sponsorship Required.

PROFESSIONAL SUMMARY

Highly qualified and instinctive Banking Customer Service Representative with over 8 years of practical experiences in banking operations and electronic payments.

KEY SKILLS:

Data Analytics

Financial Reporting and Analysis

Customer complaint resolution

Computer Skills: Microsoft Office (Word, Excel, and PowerPoint) and Working knowledge of SAP HRMS and SAP SuccessFactors, BASIS, ProcessMaker

Account reconciliation

Supervision and Management

Great interpersonal skills and ability to work independently or in team setting

Strong leadership, organizational and planning qualities

Excel at managing multiple projects simultaneously

Effective communication skills with the ability to communicate complex ideas

Adept at promoting and selling bank products and services

Thorough understanding of each banking department and standard operation procedures

Maintain inter-departmental relations for smooth flow of customer business

PROFESSIONAL EXPERIENCE:

E-payment Officer (Digital Sales-ePayment Solutions) 7/2016-7/2018

Guaranty Trust Bank Plc, Lagos, Nigeria

One of the most profitable international commercial bank in Nigeria founded in 1990, with over 230 branches.

Sign up of new Corporate customers on the Online Banking Platform through preparing proposals and presentations to prospects and existing customers, this led to an increase of the users to over 50,000 and processed an average of 1.3 million transactions monthly.

Engaged Technology team to design an automated report of Inactive Customers on the platform which improved the active users to 80%.

Provide end user support to key customers (such as State Governments) in successfully using the Online Banking to process salary payments to over 100,000 beneficiaries.

Organize regular training for both internal and external customers on the use of the Online Platform, which also attributed to the 80% active users.

Assist in constant development of new products in line with advancements and new regulations to improve on the customer experience.

Proficient in preparing the team’s monthly, quarterly and annual financials.

Vault Administrator/ATM Custodian(Transaction Services Unit) 1/2015-6/2016

Guaranty Trust Bank Plc, Lagos, Nigeria

One of the most profitable international commercial bank in Nigeria founded in 1990, with over 230 branches.

Adept at proper management of cash to ensure adequacy for customers and ATMs.

Managed and supervised proper working conditions of all ATMs attached to branch (both WINCOR and NCR), with an average of 91% Success rate.

Managed funding of teller points and evacuation of cash to vault.

Performed teller batch checking which reduced the error rate drastically to 1%.

Monitored the number of people in teller lines and assisted to ease stress of both tellers and customers.

Initiated and processed cash request and evacuation.

Customer Service Officer (Transaction Services Unit) 5/2010-12/2014

Guaranty Trust Bank Plc, Lagos, Nigeria

One of the most profitable international commercial Bank in Nigeria founded in 1990, with over 230 branches.

Ensured adherence to the SLA for processing account opening and other customer requests

Ranked number one for more than eight quarters in up-selling bank products and services.

Maintained and updated customer files.

Insured that small business accounts were handled separately from those requiring personal services lightening the load on the tellers and providing commercial accounts with individual attention.

Created positive customer interface with each interaction which reflected positively on the bank.

Provided timely and accurate resolutions to customers’ needs and enquiries

Aid tellers with long line of customers, when needed, to mitigate frustrations

Maintain inter-departmental relations for smooth flow of customer business

EDUCATION:

GTBANK Training School, Lagos, Nigeria, Certificate in Banking

Igbinedion University, Okada, Edo State, Nigeria, B.S. Economics (First Class)

REFERENCES: Furnished upon request

Contact this candidate