Customer Service Manager

JOE BASSEY ARCHIBONG

234**********;*********@*****.***

Plot 41 FHA Estate Karu,FCT Abuja

PROFILE

● Over 10 years of sales,relationship management and financial advisory experience in retail banking sector.

● More than 3 years of quality customer service management in branch operations.

● Track record of meeting and exceeding sales targets by providing exceptional customer service.

● Strong ability to identify customers banking needs and provide tailor made solutions.

• Able to be an effective leader • Excellent in communication and negotiation

• Planning and organization • Solid skills in up-selling and cross-selling

• Flexible and proactive • Strong time management skills

• Ability to multitask • Reliable and motivated to serve with empathy

• Excellent Customer service delivery • In-depth understanding of marketing skills KEY ACHIEVEMENTS

● Increased deposit base from CAD$5 million to $10 million and expanded client base from 2,000 to 5,000 through business re-engineering and state of the art electronic data security and support systems (Customer Service Management,Ecobank 2015-2019)

● Opened over 200 new accounts during the first three months of employment,utilizing effective referral pools and customer service strategies (Relationship Manager,Ecobank 2013-2014)

● Received exceptional recognition from the Regional Manager for consistently exceeding expectations in opening new customers’ accounts in large numbers (Oceanic Bank 2010) PROFESSIONAL EXPERIENCE

Team Lead,Customer Service Management,Ecobank Nigeria (April 2015 to January 2019)

● Facilitated the delivery of financial products and services to diverse clientele.

● Consulted with priority clients to determine their financial needs and develop achievement plans.

● Analyzed data from account opening to determine customer demography and branch area of focus

● Ensured data of all customers are properly captured

● Created a positive sales and service environment through employee clarity,simplicity and guidance to customers.

● Communicated weekly portfolio updates to the senior portfolio manager for implementation in client accounts.

● Delivered investment and financial planning seminars to existing and prospective clients

● Developed client referral system resulting in customer base increase through data usage

● Ensured all customers issues were resolved promptly and effectively

● Identified clients and prospective clients in need of investment guidance and recommended investment solutions appropriate for each individual.

● Achieved daily, weekly and monthly sales targets and referral goals

● Ensured all customers of the bank are enrolled in alternative banking platform for online banking, mobile banking and ATM activations.

● Ensured branch compliance with respect to anti-money laundering. Financial Advisor/Relationship Manager,Ecobank Nigeria (April 2012 to April 2015)

● Provided advice on financial solutions with regards to clients need.

● Assisted clients with account opening procedures.

● Established new clients relationships to ensure both client and organisational satisfaction.

● Followed up with clients to keep them abreast of new products and services

● Ensured customer friendly disposition at all times.

● Ensured all customers’ issues are resolved promptly

● Managed risks by adhering to compliance routines, processes, and controls to protect client and shareholder interests while completing transactions

● Ensured weekly financial targets are met through routine delivery of knowledge sharing sessions on the banks products and services.

● Provided financial services to work-in customers. Financial Advisor/Relationship Manager Oceanic Bank International (Nov 2006 to April 2012)

● Ensured that all incomes are properly captured at transaction points.

● Maintained a cabal that is commensurable with budget and overall projections of the unit

● Funded the bank with cheap liabilities.

● Provided financial service to walk-in customers

● Provided advice on financial solutions

● Assisted clients with account opening procedures by helping them choose which information to write

● Established new client relationships to offer banking advise

● Managed sales activities in order to meet personal and organization goals

● Consistently followed up with clients in order to keep them abreast of new products and services

Intern, Oceanic Bank International ( Sept 2005 to Nov 2006)

● Acquired better selling skills

● Improved on the bank’s product knowledge

● Sold and marketed the bank’s products

● Offered superior customer service delivery

● Ensured prompt turnaround time in line with service level. Education

Bachelor’s Degree in Economics(Second Class Honours,Upper Division), Enugu State University of Science and Technology,Nigeria. 2003 National Diploma in Maths and Statistics, Akwa Ibom State Polytechnic, Nigeria 1999

(Credential evaluation by WES for Canadian Equivalence)

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