Customer Service Manager

PROFILE:

Dynamic and results-driven professional with extensive experience in customer and critical relationship management, public relations, and corporate communications. I possess a proven track record of fostering positive stakeholder relationships and driving strategic initiatives that align with organizational goals. Currently serving as the Head of Sustainability,Critical Relationship Management and Corporate Communication at AG Mortgage Bank, I lead a dedicated team focused on empowering women through our ES-TIWs (Empowering Society Through Investment in Women) initiative, aiming to support 500,000 Nigerian women with 100 million Naira in financial resources, also ensuring an excellent Brand reputation and Visibility of the Bank and ensuring an excellent customer service and satisfaction.

ACHIEVEMENTS:

Excellent Brand Development

Led a rebranding initiative, boosting brand recognition, developed a crisis management strategy that effectively mitigated reputational risk, Increased social media following through targeted campaigns, Strengthened media relationships, resulting in a rise in positive coverage and Organized a high-profile corporate event with over 500 attendees, enhancing visibility.

Customer Relationship Management Excellence:

Successfully led a customer onboarding initiative that increased the onboarding rate by 70% over six months. Developed and implemented a comprehensive relationship management strategy that enhanced customer retention by 60% and fostered advocacy among clients.

Provided issue resolution support and utilized data analytics to track performance metrics, resulting in improved service delivery. Excelled in cross-functional collaboration, leveraging strong interpersonal skills to build effective relationships across teams, thereby enhancing overall customer satisfaction.

Leadership Excellence: Successfully developed and implemented a comprehensive relationship management strategy, significantly enhancing partnerships with top-tier clients and industry influencers.

Empowerment Initiatives: Spearheaded the ES-TIW initiative, providing financial literacy, medical awareness, and microloans to women, thereby empowering them to achieve financial independence.

Crisis Management: Led effective crisis communication strategies that safeguarded the organization’s reputation during challenging situations.

Team Development: Mentored and coached teams to exceed performance targets, ensuring exceptional service delivery, customer satisfaction

AREAS OF EXPERTISE

Strategic Communication and Public Relations

Relationship and Stakeholder Management

Crisis Communication and Media Relations

Project Management and Change Management

Financial Analysis and Reporting

Customer Service Excellence and Problem Resolution

Team Leadership and Development

EDUCATION & TRAINING:

MBA (Master’s in Business Administration) 2017

B.Sc. (Hons) in Economics, Madonna University, Anambra State 2008

Graduate Program, Nigerian Institute of Management 2010

Certification in Project Management (PMP) and Data Analytics 2017

RELEVANT EXPERIENCE:

Head of Critical Relationship Management/Corporate Communication/Sustainability(ESG

AG Mortgage Bank PLC Jul 2023 – Present

Customer Relationship Management Excellence:

Successfully lead a customer onboarding initiative that increased the onboarding rate by 70% over six months.

Developed and implemented a comprehensive relationship management strategy that enhanced customer retention by 60% and fostered advocacy among clients.

Provided issue resolution support and utilized data analytics to track performance metrics, resulting in improved service delivery.

Excelled in cross-functional collaboration, leveraging strong interpersonal skills to build effective relationships across teams, thereby enhancing overall customer satisfaction.

Lead a team to deliver exceptional customer engagement and foster strategic partnerships.

Head of Corporate Communications Responsibilities:

Developed and executed comprehensive communication strategies that support the company's goals and objectives.

Develop and manage the corporate social responsibility program, including community relations and philanthropic initiatives.

Proactively identify and manage potential reputation risks and develop crisis communication plans.

Weekly report to Management on Activities and performance .

Head of Sustainability and ESG Key Responsibilities:

Provided guidance to internal teams on sustainability programs, risks, and opportunities including ESG due diligence.

Oversight on the execution of sustainability projects and programs, while ensuring that all initiatives align with the company’s sustainability goals and objectives.

Develop and implement sustainability strategies, including a focus on reducing carbon footprint and enhancing resource efficiency, also ensure an excellent reputation and communication strategy for the Bank.

Developed the appropriate strategies to make sure the company is compliant with ESG regulations.

Provided regular updates and detailed reports on project status and outcomes to Top Management.

Support in driving the sustainability and ESG agenda, objectives, goals, and programs by coordinating with different business units.

Collaborated with other departments to integrate sustainability practices into company operations.

Assisted in the preparation and management of traceability documents to ensure compliance with industry standards and regulations.

Regional Head of Operations

AG Mortgage Bank PLC Feb 2023 - Jul 2023

Formulated business strategies and coordinated customer service operations to enhance retention and compliance in the Western Region.

Fund Transfer Officer

First Bank of Nigeria Ltd Oct 2019 - Feb 2023

Ensured prompt execution of fund transfer instructions, enhancing customer satisfaction and loyalty.

Customer Service Officer

First Bank of Nigeria Ltd Aug 2019 - Oct 2019

Achieved a 100% reduction in turnaround time for key customer service processes.

Project Analyst(Corporate Transformation)

First Bank of Nigeria Ltd Aug 2016 - Aug 2019

Supported project administration and process improvements, translating strategy into actionable programs.

Customer Care Executive & Pension Officer

Stanbic IBTC Bank Feb 2012 - Aug 2016

Delivered exceptional service and resolved customer complaints, contributing to high levels of customer satisfaction.

PROFESSIONAL CERTIFICATIONS & MEMBERSHIPS:

Member of Chartered Risk Management of Nigeria

Fundamentals of Digital Marketing,

Professional conduct and Ethics certification (CIBN)

Project Management (PMP) and MS Project Training

Fundamentals of Data science and Business Intelligence,

Fundamentals of Financial Analysis

Fundamentals of Risk Management,

Certified Data Analyst.

Microsoft Office Suite, Peachtree Accounting, Desktop Publishing

Project Management Professional (PMP)

Financial Modelling & Valuation Analyst (CFI)

Certification in Data Analytics.

Accounting Principles and standard,

Advanced Excel,

Budgeting and Forecasting,

Corporate &business Strategy,

Corporate Finance Fundamentals,

Maths for corporate Finance.

Introduction to ESG(CFI)

ESG Series 4.0 Harnessing the ESG Strategy,Reporting and Risk Nexus.(LBS,PWC, Sterling OneFoundation)

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