CHINWENDU NDIDIAMAKA AZIKE

+1-587-***-****/ ac70kp@r.postjobfree.com/linkedin.com/in/chinwendu-okereke-azike-41962950

Customer Service Representative with a robust background seeking to contribute strong interpersonal, communication and customer service skills to deliver excellent and accurate personalized investment solutions to the customers.

SKILLS

Strong Communication Skills

Customer Service & Support by discovering customer’s needs and providing expert advice.

Skilled in Sales strategies that ensure customer experience

Excellent time-management and organizational skills

Customer relationship development and maintenance

Problem solving

Team Player who works well in a team as well as independently in a professional manner

Intermediate Computer skills: Microsoft Office (Word, Excel, PowerPoint)

EXPERIENCES

KEYSTONE BANK LIMITED

E-Collections & Payments Nov 2016 – Dec 2018

• Actively set up all e-collections for the bank

• Efficient support and resolutions of all e- collections challenges.

• Monitored all e-collections mandate for active collections and profit making.

• Reduced errors on proposals by providing advice/support on procedures for approval.

• Joint collaborations amongst switching companies, vendors, ITD & branches to ensure uptime and quick resolution on all identified challenges.

• Training of both Merchants and bank staff on e- collections product.

• Research market intelligence activities to appraise products comparison with competition in line with industry trends.

• Weekly preparation of reports to review set-up schemes.

Product Manager, Cards Apr 2013–Nov 2016

Executed periodic (quarterly) customer surveys to identify trends, consumer yearnings, and areas for service improvement regarding the bank’s Cards and periodic research on (monthly) marketing intelligence exercises to discern the direction of other banks’ product development and pricing strategies.

Implemented periodic marketing campaigns and product promotions in strategically critical regions/renowned and/or emerging retail markets with a view to boosting customer acquisition and repeat patronage of the bank’s Cards.

Collaborated with corporate communications and relevant external agencies in the conceptualization and development of marketing materials for onward distribution to branches. Established and circulated product awareness information to all staff on Card services, implemented central relationship management activities, periodically (once every two months) sending out text messages and email messages to customers, encouraging them to patronize the bank’s Cards.

Key Accomplishments:

Mid-wifed the introduction of the MasterCard product to Keystone Bank.

Successfully supported the growth of the MasterCard penetration from 0 to over 45,000 cards in 3 months and the integration of the MasterCard product to the QuickTeller platform.

Led pilot tests of the inclusion of the Securecode features to the MasterCard product. Diligently supported the introduction of the SMS Safe token for all Debit Card products in Keystone Bank.

Liaised with corporate communications and relevant external agencies in the conceptualization and development of marketing materials for onward distribution to branches. Established and circulated product awareness information to all staff on Debit Cards while also planned and facilitated at various product specific training sessions bank wide (in conjunction with regional reps), towards ensuring that all staff are thoroughly conversant with the bank’s Debit Cards product.

Successfully collaborated with marketing teams within the bank in executing marketing calls and presentations to key retail and High Net Worth clientele within the bank, towards acquiring worthwhile prospects as Debit Cards cardholders.

M $ S MONEY (A SUBSIDIARY OF HSBC BANK) Jul 2012-Dec 2012

Integrated Support Service Officer

Executed reconciliation functions for credit cards and interest free loans, sorted all correspondence for credit and savings products. Equipped creditor claims and finance documents while checked data to identify fraudulent activity, and identified areas and opportunities for improvement.

Captured daily work volumes for daily management information purposes, accountable for escalating any issues and exploited work queues on various systems in line with SLA’s as well as Ad-hoc support to other areas of the business.

SPORTS DIRECT, UNITED KINGDOM Nov 2011-Jun 2012

Customer Service Executive

Rendered quality customer service with a profound knowledge of products and services, understand individual customer needs and provided solution to them. Dealt with customer enquiries by providing adequate information to customers.

Actively handled and resolved customer complaints, communicated information to customers clearly and effectively as well as trained and superintended new and less experienced employees.

Key Accomplishments:

Successfully built and achieved long term relationships with customer to establish customer loyalty.

Functioned as the central point of contact for all customer communications.

Ensured follow up actions and other relevant issues adequately carried out in a timely manner.

STANBIC IBTC BANK PLC, Nigeria May 2010–Sep 2011

Executive Assistant/ Banking Consultant

Structured and sustained diaries, and made appointments, dealt with incoming calls, e-mails, faxes, correspondence and wrote letters. Produced documents, briefed papers, reports and presentations and supported in carrying out background research and presented findings into subject matter.

Accountable for the budgeting and accounting for the department, furnished a responsive service to clients in the portfolio to ensure that queries, problems and transactional banking requests attended to quickly and efficiently in the absence of relationship manager.

Key Accomplishments:

Ensured all account opening documentation is in place and KYC policies strictly adhered to.

Made sure all documentation was accurately and timely signed off in compliance with policy, legislative and or credit requirements.

Proactively managed all clients’ related documentation well filed for easy reference and the efficient dispatch of client correspondence.

INTERCONTINENTAL BANK PLC, Nigeria Aug 2008-Aug 2009

Customer Service Representative

Telemarketing Specialist Aug 2009-Apr 2010

Efficiently investigated, resolved and followed up on all customers’ queries complaints and suggestions and led surveys to determine customer satisfaction and product acceptability. Solidified quality customer service with a profound knowledge of banking processes and services.

Effectively solicited for continued patronage of customers with dormant accounts, recognized and resolved customer queries. Proactively followed through on customer queries ensuring prompt resolution and feedback Telemarketing company’s products and services to existing and prospective customers of the bank.

Actively recognized training needs of CSRs and communicated such to the training specialist to ensure knowledge gaps bridged as well as instructed and motivated CSRs to optimal productivity.

Key Accomplishments:

Successfully reactivated an account with the sum of N15m and received the best telemarketer for the month and also implemented an incentive system that was used to increase the bank’s bottom line by 100%.

Actively introduced possible reward and incentive schemes to enhance performance of CSRs.

Implemented tele-resolution to customers’ complaints and reported on the Call Centre telemarketing activities on a daily, weekly, monthly and quarterly basis.

EDUCATION & TRAINING

Diploma In Social Media Marketing, Shaw Academy, United States of America, 2016

E-Payment Fraud Detection Prevention and Control Techniques, Nigeria Inter-Bank Settlement System, 2016

Master of Arts, Business Administration, University of Chester, United Kingdom, 2011-2012 (equivalent to a Masters Degree in Canada as evaluated by IQUAS in Alberta).

Bachelor of Science, Business Administration, Covenant University, Nigeria, 2002 – 2006

PROFESSIONAL QUALIFICATION

Graduate Member, Nigerian Institute of Management (NIM), Nigeria

Member, Chartered Institute of Management (CMI), United Kingdom

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