Customer Service Marketing

UFUOMA OSARODION ONOKPACHERE

**, ****** ******* ******, *** Ago Palace Way, Isolo, Lagos State.

Email: addh5i@r.postjobfree.com Mobile: 081********, 080******** PERSONAL DATA:

Sex: Male

Marital Status: Single

State of Origin: Delta

L.G.A: Ughelli North

Career Objective: To work as a top flight professional preferably focused in the area of business development & Marketing while utilizing my analytical and creative skills in a challenging position where team work is emphasized; proven by my 5 years banking experience (business development), marketing and operations experience and 4 years in the service industry (training and development) of staffs of various organisations as well as other personal experiences to achieve and surpass both organization and personal targets. Profile: I am a motivated and personable business professional with Commercial, Marketing and Operations experiences. I possess sound analytical, excellent communication and team playing skills. I am seeking challenges to widen my horizons and develop skills in the area of Investment, Sales, Marketing and Commercial Management. I developed and managed existing business relationships at Zenith Bank Plc before leaving to join Impact Training and Management Consulting.

SKILLS SUMMARY

Proficient with the use of Microsoft word, Excel, Access, Power Point.

Market intelligence.

Computer savvy.

Business analyst.

Business Developer.

Attention to details.

Perfect use of key banking soft wares like Phoenix ME, E-Transact, Pay Direct and X-path.

Ability to meet and surpass customer expectation.

Handling customer issues in a professional manner.

Resolving customer complaints quickly to avoid escalation. OTHER SKILLS

Excellent written and oral communication skills: I prepared weekly minutes of meetings and also prepared project report for the Manager.

Problem solving and Analytical skill: I have a clear understanding of systems thinking for problem solving by analyzing the root cause of problems.

Strong team player and fast learner.Ability to work with little or no supervision: I worked in Zenith bank for 5 years and also on several projects where results were the measure of efficiency. I worked using my discretion to achieve desired results.

Communication Skill: Developed excellent communication skill when working as a teller with strong selling and negotiation skills developed through close customer contact in the banking and academic environments.

Creative and innovation skill: I was able to use my creativity to improve work process and product typology in my previous organization.

Trained in business, marketing and customer service with the ability to quickly and effectively build rapport with customers and colleagues which is evident in the branch I have worked for.

Possess Knowledge of Banking operations, policies and procedures.

Ability to build a long-term relationship with customers.

Demonstrate expert knowledge of company’s product and service offerings.

Possess excellent customer service orientation.

Receptive to alternative views, open minded, flexible and can easily adapt to changes.

Equipped with the ability to manage and supervise people. WORK EXPERIENCE

January 2013 – Till date: IMPACT TRAINING AND MANAGEMENT CONSULTING Position held (Business Developer/Training Consultant) I am involved in

Prospecting of new business relationships

Identifying and consummating business opportunities

Managing existing business relationships

Developing marketing plans/business strategies

Preparation of business feasibility reports

Promote Impact Consulting products and services to customers

Sourcing for new businesses within and outside my state of operation October. 2008 – October. 2012: Zenith Bank Plc.

In Operations, I was a pioneer staff of a new branch and functioned in the following departments, Customer Service and Cash & Teller (C&T). I converted third party customers into account holders in the bank; met my target as an operation staff (5 million naira for demand deposit account (DDA) and 60% of target for savings deposit mobilization)

Trainings Attended: Fraud and policy awareness, Credit and risk management, Anti-money laundry, e- banking products and customer service all at Zenith Bank Plc. Dec. 2007 – Sept. 2008: Zenith Bank Plc. (National Youth Service Corps) In operations, I functioned as a teller and was involved in the following:

Accepting cash and cheque deposit from customers

Process cash withdrawals for customers

Answer inquiries regarding bank related products

Promote bank products and services to potential customers

Ensure compliance with all internal controls and established policies and procedures of Zenith Bank.

Daily call-over of previous days posting activities to ensure compliance with the Bank’s operating policies, controls and procedures

Daily scanning of tickets to be stored in the online achieve.

Processing of own bank cheque, other bank cheque and third party cheque and ensuring that customers are attended to promptly and courteously

ATM Loading, monitoring and balancing.

Keeping custody of the vault and manage vault cash.

Assessing the vault after each closing day to ensure the correct cash balance in the vault. EDUCATION & QUALIFICATIONS

Aug 2013: Maastrich Business School, Netherland

Certificate Course (Service Innovation & Design - Service Science Factory). The course involved designing of service process and customer service experience for organizations with the use of mobile ethnography, personas, customer journey. I was able to design a whole new service process and customer service experience for a gymnasium, hotel and supermarket using state of the art technology. 2009 – 2011: ESUT Business School, Nigeria

MBA, Marketing

This is a professional degree aimed towards helping aspiring managers develop relevant tools and techniques for managerial roles.

Modules Completed: Management Consultancy, Operations and Project Management, Strategic Management, Marketing, Managerial Economics, Accounting and finance, Enterprise Information System, Experiencing Enterprise, New Venture Planning, Research Methods and Perspective to project management.

2003 – 2007: Covenant University, Nigeria.

B.Sc. Banking and Finance (Second Class Upper Division) 1993 – 1999: Gideon Comprehensive High School Okota, Isolo, Lagos Nigeria. Senior School Leaving Certificate

References Available on Request

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