Customer Service Relationship

MBAKOGU DANIEL NNAEMEKA

Address: ***, ******* ******, ******* *****, NS, B1E1G6

Telephone: 782-***-**** Email: *************@*****.*** PROFILE

Experienced Sales and Customer Services Manager with proven track records of creating successful business, building relationships, managing expectations, delivering promises, and achieving results. Possessing the appropriate educational credentials and extensive professional expertise. I bring over a decade of unparalleled experience from Banking and Insurance Sectors. My proficiency lies in business and market analysis, problem-solving, customer relationship and customer service management, business acumen, and cross-functional collaboration to deliver business goals. I am seeking to join an organization where I can learn, add values and further my career. CORE COMPETENCIES

Excellent Strategic Sales and Marketing Customer Relationship Management (CRM) Contract Negotiations and Persuasive Resources Coordination and Highly Self Motivated Critical and Strategic Thinking Team Building People Management Collaboration and Teamwork Adaptable and flexible with ability to work under pressure with minimal supervision Problem-Solving Time Management & Organization MS Office (Word, Excel, Outlook, PowerPoint, Access). WORK EXPERIENCE

Stanbic IBTC Insurance Brokers Limited. August 2021- Date SENIOR INSURANCE ADVISOR

• Financial Outcome:

Achieve assigned monthly volume and value set targets. Identify, initiate, and convert leads for growth profitability Grow wallet share of customer’s insurance portfolio by harnessing identified opportunities, upselling and cross-selling insurance products.

Provide advice to corporate and retail clients on managing and transferring risk using insurance solutions. Maximize the insurance revenue opportunities in conjunction with the various business collaborating business units.

• Client Focus: Customer Service Quality and Efficiency Ensure exceptional customer service experience to customers and prospective customer by making sure that all insurance policies provide cover that is relevant to client’s need while ensuring total adherence to set turnaround times and SLA (Service Level Agreements) with respect to customer relationship management processes.

• Risk and Conduct: Ensure Compliance in line with Stanbic IBTC Group standards. Ensure all customers onboarded met minimum KYC in line with the AML CFT policy and guidelines. Maintain Zero tolerance for regulatory breaches and minimize reputational risk exposure. Minimize Ops losses and ensure it does not exceed the 0.5% benchmark. Operate within the Regulatory guidelines and framework to avoid sanctions or infractions to the Company. Ensure smooth internal & external stakeholder management. Stanbic IBTC Bank Plc. June 2016 -August 2021

SALES AND FINANCIAL ADVISOR

• Responsible for the Management of Business and Relationships

• Maintained Balance sheet Management-Asset creation, Liability Management, sales, and profitability drive.

• Acquired and harnessed viable and potential businesses to grow the customer base and optimize balance sheet.

• Wrote credit motivation/ approval for enlistment of companies for staff lending.

• Provided financial/investment guides and advice to respective customers.

• Ensured that all customer services related issues at the branch level are treated and resolved in line with the bank’s standard of service.

• Identified of opportunities and support total branch growth and profitability

• Handled/prepared and handle reports and presentations.

• Identifies and harnesses opportunities within ecosystems to drive business growth and profitability. United Bank for Africa Plc, Lagos October 2013 -June 2015 SALES AND FINANCIAL ADVISOR

• Acquired and managed both new and existing relationships

• Promptly/efficiently resolved customers issues and queries.

• Timely reported and processed various customers’ requests such as loans, investment request.

• Rendered business ideas/and solutions that supported and promoted customers businesses.

• Delivered sales and revenue targets.

• Profit Center Manager: I was also the branch profit center manager responsible with ensuring that the profitability of the branch was driven with focus, direction, and sense of delivery. In this capacity, I, ensured responsible delivery of revenue streams and profitable businesses for the branch with the team.

• Customer Services Ambassador: I was appointed the customer service ambassador based on recognition of performance. In his capacity, I ensured that all customer services related issues at the branch level are treated and resolved in line with the bank’s standard of service. And I ensured all team members promoted the bank’s customer service code at all levels to guarantee exceptional service delivery. Stanbic IBTC Bank Plc- Sales Network April 2012- October 2013 SALES AGENT

• Effectively sold products and interacted with prospective clients to meet the sales target in volume and value terms. Maximized returns from existing and new customers on bank’s products through cross selling offered by other business units and ensure proper filing. Ensured queries were acted upon and regularly prepared facility offer letters after vetting from credit department within turnaround times.

• Responsibly 7identified and acquired of new business.

• Regularly ensured good account and relationship management

• Responsibly processed account opening, Unsecured Personal Loan (UPL) and Term Loan

• Effectively ensured all transactions were executed within SLAs.

• Attended to customers and ensured that all records are kept in order and up to date. COURSES ATTENDED

• Global Financial Market and Instruments (Rice University-Coursera) 2020

• Advanced Business Strategy (University of Virginia-Coursera) 2020

• Introduction to Investment Banking, M &A;, IPO, Modeling, (Udemy) 2020

• Selling in Digital Age (KloverHarris Solutions Limited) 2019

• Operational Excellence (Procept Associates Limited) 2019

• Critical Thinking & Creative Problem solving (Edgecution) 2018

• Effective Selling Skills (Selling Skills Support Services Limited) 2014 EDUCATIONAL QUALIFICATIONS

UNIVERSITY OF LAGOS

MSc. Economics December 2021

ABIA STATE UNIVERSITY, UTURU, ABIA STATE September 2006 B.Sc. Ed. in Economics, 2nd Class Upper

PROFESSIONAL CERTIFICATION

Chartered Insurance Institute of Nigeria ( Foundation Level) April 2023 Proficiency Certificate in Management (NIM) April 2009

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