Customer Service Representative
Resume:
Onuogu Amina Ego
Plot * Richard Egbule Close, Karu, Abuja 080******** ************@*****.***
Career Objectives:
Poised to utilizing my interpersonal skills, education, and managerial experience in adding value to the growth of an organization. Seeking a long-lasting career in an ever evolving and challenging business environment that fosters personal growth & development.
Work Experience:
Cash Officer, Central Business District Branch (Jun 2017– Jul 2020)
Skye Bank Plc/Polaris Bank Ltd. Central Business Area Abuja
Key responsibility: Manage and maintain cash limit in the branch, ensure ATM is functional (i.e. clear cash jam, attend to offline mode and load cash), Vault out cash to tellers daily and vault in at close of business, Ensure accurate and timely reconciliation of both cash and vault movement registers, Hold in joint custody keys to vault and ATM, Render monthly ATM proof of GL and daily load to load reconciliation of cash loaded and evacuated.
Key Accomplishment:
1.Proper vault planning & administration to ensure availability of cash as at when needed by customers. Ensured vault limit was maintained and evacuated excess cash to avoid exceeding limits.
2.ATM monitoring, ensuring maximum ATM uptime of 90% and increased profit margin by 40% during my tenure.
3.Received a letter of commendation by the CEO, for ensuring the ATMs were always available to service customers’ financial needs.
4.Fostered a dynamic environment for high performance and good conduct among my team members, ensured strict compliance to bank policy as regarding cash unit activities.
5.Liaised with ATM vendors for regular ATM maintenance & ensured daily reconciliation of ATM tills.
Transaction Officer, Hilton Branch (May 2015- May 2017)
Skye Bank Plc. Transcorp Hilton Branch Abuja
Key responsibility: Processed both local and foreign transfers, term deposits, customer salary payments, outward clearing cheques within stipulated turnaround time (TAT). Also processed dividend warrants, cheques deposits by customers, process funds transfer request to other banks and within, raise draft, book term deposit, treasury bills, PTA for customers, weekly rendition of GL proof, ensuring charges for services rendered are taken (ATM debit card request, cheque request, counter cheques).
Key Accomplishment:
1.Processed local & international financial transactions, international trade payments for over 200 retail and commercial customers daily.
2.Provided advisory roles to customer and customer relationship officers, regarding operational policies & procedures in relation to the available investment products and opportunities offered by the bank.
3.Produced biweekly & monthly reports of transaction volumes (over 10 peculiar payments & transfers services) offered to the bank customers.
4.Effective and prompt delivery of services (funds transfer & raising of draft) translating into reduced crowd in the banking hall.
5.Investigated, reconciled & tendered reports on Account receivable & payable GLs
6.Actively managed a portfolio of over 3 trillion naira corporate and individual investments (term deposits) for the bank.
7.Provided ancillary services to operations staff such as assisting with customer deposits & withdrawals.
Customer Service officer – Area III, Abuja Main Branch (Dec 2014 - Apr 2015)
Mainstreet Bank Plc. Abuja Main Branch Abuja
Key responsibility: Account Opening, documentation & maintenance, respond to customers enquiries/complaints, promote the banks products and services i.e. cross selling, provide effective and efficient service to customers, Process debit, credit card & cheque book request, shop floor management.
Key Accomplishment:
1.Commended by the head of operations of my branch, for being the best Frontline Desk Officer, in reducing error rate thereby increasing branch service rating.
2.Offered personal banking and relationship management services to over 30 high net worth customers of the bank
3.Effective shop floor management.
4.Delivered quality services to customers thereby leading to customer retention and repeat business
5.Ensured strict compliance to customer due diligence procedures in carrying out operational processes
Customer Service Representative (Mar 2007 – Apr 2012)
Celtel International/Airtel Lagos
Key responsibility: attended to inbound and outbound calls, provided relevant information required to resolve their queries, provided the required education and awareness of company’s new products and services, their use and benefits, cross selling. Prepared issues log and attendance reports for my team.
Key Accomplishment:
1.Identified problems and solved them.
2.Worked on special projects, received awards and compliments from my supervisor and manager.
3.Reduced waiting time for customers by providing quick services.
4.Satisfied customers leading to increased sale and retention.
5.Building a good rapport with customers.
6.Team support.
Education:
2020 Ahmadu Bello University (DLC) Zaria, Kaduna
MBA Human Resource Management
2004 Ahmadu Bello University, Zaria, Kaduna
B.Sc. Sociology
Trainings:
Year
Training
Institution
Location
2018
Polaris Managerial Training/Induction
Polaris Bank Business School
Lagos
2008
Customer Handling Skills
Celtel International
Lagos
2008
Executive Stress Management
Celtel International
Delta
Skills Highlights:
Problem Solving
Attention to detail
Conflict Management
Strong mathematical skills
Analytical
Leadership skills
Knowledge of core banking applications
Comfortable with computer use
Negotiation skills
Customer Service skills
Expert in Non-verbal, Verbal & Written communication
References:
Name
Position
Address
Telephone
Mr. Adeniyi Adeigbe
Business Service Manager
Plot 251 Herbert Macaulay way, Abuja
Miss Nzubechukwu Nnabuaku
Human Resource personnel
Churchgate, lekki Lagos
Contact this candidate