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Customer Service Training

Toronto, ON, Canada
March 25, 2019

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Ijeoma Catherine Chikezie

***-* ******** ********, *******, ON M9N 1G5

Telephone: 437-***-****



Twelve years successful working experience in retail banking; successfully headed/ managed the customer service department of a branch and increased the branch’s profit bottom line by 90% through increased client retention

Headed a team that engaged in on-boarding over 20000 new customers into the banking application such as account opening, E-product enrolment/distribution, KYC and BVN enrolment within 90 days which in turn brought in over $1billion dollars in profit for the bank

Ensured compliance with requirements/legislation at branch level and recorded Zero% sanctions ratings following regulatory inspections

Led the team that successfully coordinated the remedial project aimed at updating a selected 1500 customer’s record across the bank within 10 weeks

Conducted due diligence when on-boarding new accounts through the NIBSS Portal thereby reducing fraud to zero%

Driven and motivated to help organizations thrive

ation materials.

Effectively work with diverse populations and customize service needs as required

Expertise in organizing and coordinating work flow, document management, business

correspondence, training and supervision

Ability to work independently and as a member of a team

Detail oriented, with analytical and research skills

Flexible with a willingness to adapt to changing work demands

Excellent knowledge of financial management, bookkeeping and accounting practices

Certified Microsoft Office Specialist: (Word, Excel, Access, Outlook, PowerPoint); CorelDraw;

Internet applications

Language competency: English, Ibo and French

Effectively worked with diverse populations and customized service needs as required

Expertise in organizing and co-ordinating workflow; quality control through training and supervision, assessments, feedback and follow up

Ability to work independently and as a member of a team

Flexible with a willingness to adapt to changing work demands

Efficient in time management and able to meet deadlines

Excellent interpersonal and communication skills with proficiency in technical reports and documentations, attention to details, analytical and research skills and conflict management


Customer Service Officer

Zenith Bank PLC (2007 – 2019)

Headed the customer service department and ensured constant exceptional customer experience which increased customer base and profit by 90%

Conducted training of staff and periodic assessments to monitor performance hence boosting productivity

Carried out audit in branch using customer feedback assessment to ascertain compliance with company policies and service standards, which helped the company to maintain excellent records and secure the loyalty and trust of old and new customers

Co-ordinated and provided support to the team as needed thereby boosting productivity and likewise customer satisfaction.

Brought feedback from customers to the company which helped to troubleshoot problem areas and improve service standards

Maintain KYC documentations and timely review to ensure accurate risk levels categorization.

Ensured compliance with and integration of evolving AML/ATF policies & sanctions, procedures into organizational processes, assisted with training programs and preparation of training materials.

Reviewing the EDD (Enhanced Due Diligence) forms in validating a high risk customer’s case.

Researched and verified details such as name, address, business information, amount and source of transactions to ensure customers and transactions are commensurate with the nature of the account and information provided.

Clients/customers’ relationship management

Account opening

Collecting and entering clients

Update shareholders information using the e-mandate software

Verification of customer mode of identification using the NIBBS, FRSC and INEC software

ATM chargeback/fraud investigation and update

Issuance of e-products to clients’


MBA Human Resource Management, National Open University of Nigeria (2014)

Bachelor of Arts in Linguistics and Communication Studies, Abia State University, Nigeria (2004)

Graduate Member, Nigerian Institute of Management (Chartered)

Student Member, Chartered Institute of Bankers of Nigeria

Member, Service Quality Institute, USA

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