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Customer Service Management

Location:
Lagos, Nigeria
Posted:
July 01, 2016

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Resume:

MATHEW EDIGBE SAMUEL

Contact Address: House **, Petedo Town, Agbara, Lagos State.

Tel: 081********, 080********

Email: acvi08@r.postjobfree.com

PERSONAL PROFILE:

TO USE MY ACCADEMIC SUCCESS AND EXPERIENCE TO ATTAIN THE HEIGTH OF MY CAREER IN ORDER TO MAKE A POSITIVE IMPACT IN ANY ORGANISATION I FIND MYSELF. PERSONAL DATA

DATE OF BIRTH: 20th October, 1988

PLACE OF BIRTH: Lagos

HOME TOWN: Aradhe

LOCAL GOVT. AREA Isoko North

STATE OF ORIGIN: Delta State

NATIONALITY: Nigeria

SEX: Male

MARITAL STATUS Married

LANGAUGE SPOKEN: English, Yoruba & Isoko Lang.

EDUCATION

National Open University of Nigeria, Lagos In View M.Sc Business Administration and Management

Tansian University, Umuhia Anambra State 2015

B.Sc Business Administration

The Federal Polytechnic Idah, Kogi State 2012

HND Business Administration

CBL Computer College, Ajibade, Lagos 2010

Diploma in Electronic Accounting

Moshood Abiola Polytechnic, Abeokuta, Ogun State 2009 ND Business Administration

Lagos State SNR Model College, Ojo, Lagos 2006

Senior Secondary School Certificate

Lagos State JNR Model College, Ojo, Lagos 2003

Junior Secondary School Certificate

Cubic Private School, Amukoko, Lagos 2000

Primary School Leaving Certificate

PROFESSIONAL MEMBERSHIP

The Institute of Professional Financial Managers, LONDON. 2015 Certified Practitioner in Marketing and Sales

Certified Instituted of Purchasing and supply Administrators of Nigeria 2014 Full Membership

TRAINING PROGRAMS ATTENDED WITH DATES:

1. Trustco Resource limited.

CERTIFICATE OF PROFICIENCY,

94 Arthur Eze Avenue, Suite 23/24 opp. Golden filling Station, Akwa, Anambra. 2011

2. Skillsedgde Consulting Limited.

CERTIFICATE OF PARTICIPATION 2009

1, Castlat Street, Egbeda, Lagos

3. National Interactive Youth Forum.

CERTIFICATE OF YOUTH ADVOCACY 2009

TRAININGS ATTENDED

1. ANTI MONEY LAUNDRY

UNITED BANK FOR AFRICA

2. CUSTOMER SERVICE INITIATIVE

UNITED BANK FOR AFRICA

3. INTERNAL CONTROL TRAINING

UNITED BANK FOR AFRICA

4. ANNUAL COMPLIANCE COURSE

UNITED BANK FOR AFRICA

AWARDS & COMMENDATION LETTER OBTAINED WITH DATES:

1. Most Customer Centric Staff of The Year 2014

United Bank for Africa Plc,

Agbara Business Office,

Ogun State

2. Most Customer Centric Staff of The Year 2015

United Bank for Africa Plc,

Badagry Business Office

Lagos State.

WORKING EXPERIENCE:

1. UNITED BANK FOR AFRICA PLC. JAN 2015 – MAY 2016 Badagy Business Office...

Designation: CUSTOMER RELATION OFFICER & SERVICE AMBASSADOR Responsibilities:

Business Office lead digital banking sales.

Prompt resolution of all customer complain

Maintenance of up-to-date registers for customers’ transactions and instructions as required under the existing policies and procedures.

Educate customers on new product and usage.

Ensure adequate controls over customer records.

Ensure effective and timely service delivery to customers at all customer service units.

Ensure a customer friendly disposition at all times.

Ensure timely preparation and rendition of reports to internal and external parties as required from time to time.

Accounts management and reactivation

2. UNITED BANK FOR AFRICA PLC. JAN 2014 – DEC 04, 2014 Illaro Road, Agbara, Lagos.

Designation: CUSTOMER RELATION OFFICER & SERVICE AMBASSADOR DUTIES&RESPONSIBILITIES

Ensure effective and timely service delivery to customers at all customer service units.

Ensure a customer friendly disposition at all times

Review account opening documents and ensure timely opening of the accounts on the system for all requests with the required documents or with the appropriate deferrals.

Ensure prompt TAT in line with service level

Ensure timely preparation and rendition of reports to internal and external parties as required from time to time.

Timely acknowledgement of MICR cheque issued on the system

Processing customers’ cheque and card requests, including ultimate delivery to the customer.

Accounts management and reactivation

Ensure timely and accurate processing of standing instructions

Ensure timely responses to reference letters

Maintenance of up-to-date registers for customers’ transactions and instructions as required under the existing policies and procedures.

Ensure adequate controls over customer records

Ensure zero fraud tolerance / error rates

Timely rendition of statement of accounts to customers 3. UNITED BANK FOR AFRICA PLC.

Illaro Road, Agbara, Lagos.

Designation: TELLER JULY 2013 – DEC 2013

Ensure proper and accurate balancing of cash transactions on a daily basis

Franchise collection.

Receipt of cash.

Daily preparation of cash proof.

Ensure maintenance and effective utilization of physical assets

Ensure a customer friendly disposition at all time 4. Femstar & Company Limited (Bottlers of limca, Gold spot and Parle soda Soft Drinks) KM 52 Lagos Badagry Expressways, Ibereko Plant, Badagry, Lagos, Nigeria Designation: HUMAN RESOURCE TRAINEE (IT) 2010

Responsibility:

Assist In;

Co-ordinate Recruitment, selection, placement process and strategy to fill vacant position for new employee(s) according to defined criteria and policy to meet and deliver business objectives.

Plan and initiate induction/placement progamme for new employee(s).

Plan, initiate and implement performance appraisal management

(Probation Review, Mid-year and end of year performance appraisal).

Prepare and Update job description/specification for all junior staff.

Prepare Employee separation notice and related documentation and conduct exits interview to determine reason for separation.

Compensation Management, wages/salaries administration/final entitlement and other incentives.

Environment Health and Safety Management at work place.

Record keeping and information management/ keep records on personnel training and development.

Prepare disciplinary letters, i.e. Warning, suspension, and termination/dismissal.

Annual leave/ sick leave management for all categories of staff.

Counseling staff where necessary.

REFEREE:

1. Adewale Oloruntola

EHS Coordinator

GlaxoSmithKline Consumer Plc

Km 32, Igbesa Road, Agbara, Ogun State

Tel: 080*******

Email: acvi08@r.postjobfree.com

2. Johnson Ajeka

IT Manager

CFAO Nigeria Limited

1090 Adeola Odeku Street,

Victoria Island,

Lagos.

Tel:080********, 080********

Email: acvi08@r.postjobfree.com

3. Ajiri Awoso

Branch Operations Manager

United Bank For Africa Plc

Illaro Road, Agbara Ogun State.

Tel:080********

Email: acvi08@r.postjobfree.com



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