Customer Management
Resume:
ANYANNA
ORIREOSOBUA AUGUSTINE
PROFILE
Anyanna Orireosobua Augustine is a certified Sociologist with a background experience in electronic banking operations, customer experience, cash in transit processing and management, ATM serving, monitoring and management, vault management and balancing, customer complaint management, banking application and Microsoft office usage, product marketing, CRM and relationship management. Born on September 28th 1984 in Lagos state Nigeria is passionate and committed to process improvement, excellent service delivery and customer experience.
CONTACT
PHONE:
EMAIL:
********@*****.***
HOBBIES
Traveling
Meeting people
Playing Volley ball
EDUCATION
Lagos State University Ojo
February 2018 - March 2020
M.Sc Industrial Sociology (4.58/PhD Grade)
University Of Abuja Gwagwalada
2007 - 2012
Sociology (Second class upper division)
WORK EXPERIENCE
Diamond Bank PLC (Customers Service Supervisor)
August 2015 To February 2018
Cash in transit Ikeja hub Unit; inter-bank/inter branch cash management, Vault and Off site ATM monitoring and management.
New account and maintenance unit; Supervision of input staff and account maintenance processes to enable compliance with set guidelines and regulations.
Electronic banking operations; Transactions and E-Channel processing and management. NIP, dispute and charge back processing. Web pay banking application and Token management. Closure of all CRM cases and customers request within defined SLA and managing customers expectations.Customers relationship management on automated channels
July 2014 To August 2015
Centralized Complaint management unit; ensure the processing of all customer’s complaint and account issues within defined SLA and in accordance with CBN guide lines. Interfacing with contact center to ensure all customers’ experiences at the various touch points communicated via the inbound calls are seamless and in accordance with bank standard of excellence are conveyed as resolutions in outbound calls. Ensuring Irate customers interfacing is done upon escalation of any miss managed earlier complaints or delays, deploying customer recovery protocol within a 24hrs window.
April 2014 To July 2014
Diamond bank Umuahia branch; core branch operation experience coupled with business development and product cross selling.
First City Monument Bank (Direct Sales Marketer)
2013 To April 2014
Sale and promotion of banking products, customers loan processing/profiling and building of a marketing base that was competitive compared with competitors
SKILLS
Communication skills/ Persuasive skills/ Problem solving skills/ Strategic planning skills/
Interpersonal skills/ Creativity skills/ Leadership skills/analytic skills/ presentation skills
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