Customer Service Manager

Nationality: Nigerian (Nigeria)

Gender: Female

CONTACT

Estate, Off Cemetery Road

**********@*****.***

(+234) 706-***-****

Whatsapp Messenger: +2347

ABOUT ME

Experienced banking multi-tier professional with multilateral competencies in Enterprise and Bank Retail Marketing and human resources. Nine years progressive experience in bank operations, AML/ CFT, finance and enterprise. Key interests in converting business insight data into customer metrics to optimize profit. I have graduate research interests in business innovation finance, investment banking, Anti-Money Laundering, and informatics subsets.

WORK EXPERIENCE

06 2019 – CURRENT– Delta, Nigeria

Service Manager

Keystone Bank Ltd

As Service Manager,I provide, proffer and recommend substantial business support and corrective actions within the corporate environment.

Ensure transactions are duly processed within SLA and TAT, whilst maintaining confidentiality of both company and customers’ information.

Ensure all assigned Units on customers' inquiries, queries, complaints are promptly attended to in a courteous and knowledgeable manner and timely responses and resolution provided within stipulated TAT in adherence to Bank policy and procedures.

Provide a high level of customer service and exceptional service delivery towards clients at all times.

Supervisor and team lead branch operations, cash and tellering unit

Ensuring all assigned tasks are proactively completed daily with zero error rates.

Provision of management support to all units in the bank, inclusive of HR, compliance, core banking, E-business, IT, corporate services, business development as well as core banking operations unit

Financial and insurance activities / https://

www.keystonebankng.com/business-banking/ / Delta, Nigeria 07/2017 – 05/2019 – Delta, Nigeria

Relationship Manager

WEMA Bank PLC

Deposit mobilization and Retention of over 600 million naira.

I coordinated ALAT bank onboarding and enquiries and complaints resolution, Delta region.

Rated highest in pool figures on international money transfer operations.

Sells products/ services to new and/or current customers to achieve or exceed assigned revenue objectives.

Contact and visit prospective customers to determine products/ services needs and perform sales presentations to company's products with identified needs.

Provide follow-up with customers to ensure customer. satisfaction with products and/or services as needed.

Increased business activity with existing clients allocated in target territory

Team lead retail banking

Customer Relationship / Financial and insurance activities / https:// wemabank.com/ / Delta, Nigeria

12/2016 – 06/2017 – Delta, Nigeria

Transaction Service Executive

Heritage Bank Ltd

Proffer and recommend corrective actions on customer transactions and escalate to appropriate stakeholders while maintaining confidentiality of customer information.

Ensure all assigned Branch or customers' inquiries, queries, complaints are promptly attended to in a courteous and knowledgeable manner and timely responses and resolution provided within stipulated TAT in adherence to Bank policy and procedures.

Provide a high level of customer service and exceptional service delivery towards clients at all times.

Supervisor and team lead branch cash unit.

Attending to customers' requests, complaints, and enquiries with prompt responses.

Keeping and maintaining all customers' records and information.

Selling and cross selling the banks' services with excellent customer service.

Provision of operation support to both internal and external customers.

Bringing knowledge of the bank product to existing customers. 06/2014 – 11/2016 – Delta, Nigeria

Customer Service Executive

Enterprise bank Ltd

Ensuring customers' problem are handled appropriately, escalating issues where necessary.

Engaging customers to know their present and future financial needs by proactively providing them with advice on products and services.

Be knowledgeable of and comply with industry codes and securities and financial regulations.

Ensure due diligence to support accuracy of customer’s transactions.

EDUCATION AND TRAINING

2012 – Lagos, Nigeria

Bachelor of Science (Sociology)

University of Lagos

https://unilag.edu.ng/

2005 – Warri, Nigeria

West Africa Senior School

Certificate Standard International

College

DIGITAL SKILLS

Xero Accounting Software / SAB - Banking system / T24, FINACLE

(Banking software) / Microsoft Exchange / Microsoft PowerPoint / Zoom

/Microsoft Office /Microsoft Excel/ Ms. Project/Visio Experience MANAGEMENT AND LEADERSHIP SKILLS

Customer Service - Sales and Marketing - Human

Resources and People Management - Project

Management Administrations - Social Media

Management

COMMUNICATION AND INTERPERSONAL SKILLS

Flexible team player - Articulate Communicator -

Strong Presentation Skill - Creative Problem Solver TRAININGS AND CONFERENCES

05/07/2021

Branch Operations Leadership Training

Career Anchor Consulting Ltd - Keystone Bank Learning Academy, Victoria Island, Lagos

Training on major bank operations and branch leadership skills. 19/07/2021 – 23/07/2021

Fraud Prevention, Forensic Fraud Examination and

Investigation

Training Facilitated by Forensic Science Academy on Financial Fraud Detection, Prevention, Risk Management, Forensic Fraud Examination and Investigation Techniques.

04/07/2021

Occupational Health and Safety (HSE)

Training facilitated by Newhall Training Services

Occupational health and safety training with public health subset session. Training aimed at improving workplace health and safety standards with studies on injury and illness trends in the worker population and offers suggestions for mitigating the risks and hazards they encounter on the job.

Risk-based Approach to AML/CFT Compliance

Business Continuity Management System ISO 22301

Information Security Management

LANGUAGE SKILLS

OTHER LANGUAGE(S):

English Language

Listening

C2

Reading

C2

Spoken

production

C2

Spoken

interaction

C2

Writing

C1

RECOMMENDATIONS

Mr. Adebankole Adewumi

(Service Manager)

adebankoleadewumi@keystonebankn g.com

(+234)802-***-****

Keystone Bank Ltd

Warri2 Branch,Delta State

Nigeria

Mrs. Joy Edegware

( Branch Manager)

joyedegware@keystonebank ng.com

(+234)802-***-****

Keystone Bank Ltd

Warri2 Branch, Delta State

Nigeria

Contact this candidate