Customer Service Operation Manager

SONWU MARIA AWELE

**, ****** ***** ******, *** Agunlejika, Ijeshatedo Surulere, Lagos

Email: **********@*****.*** Phone: 080********

Career Objective

To secure a challenging role where I can leverage my skills, knowledge, and experience to contribute to organizational goals while achieving further professional development. I aim to enhance my expertise and professionalism in my field of discipline, ensuring diligence, transparency, and accountability.

Education Qualifications

Bachelor of Science (Accounting) University of Lagos, Akoka 2020

OND Accounting Lagos State Polytechnic, Lagos 2011

Senior Secondary School Certificate Ebute Metta High School, Iponri, Lagos 2003

First School Leaving Certificate Saint Paul Primary School, Apapa Rd, Lagos 1997

Attributes

Ability to work effectively individually or as part of a team

Problem solver with strong planning and analytical skills

Excellent communication and interpersonal skills

Multitasking abilities with a creative approach

Strong ethics and professionalism

Work Experience

South-Sea Pearl Global Resources Ltd

Executive Analyst (Financial strategy and client support unit) 2024 till date

Led the Proof of Funds Desk, overseeing preparation and issuance of high-value client proof of funds statements for business, investment, and immigration purposes

Advised corporate and individual clients on financial structuring to meet specific funding and documentation requirement.

Ensured proper documentation and verification of client funds in line with regulatory and company policies.

Responsible for achieving a monthly target of 100 million naira through clients acquisition and strategic growth initiative.

Analyzed client financial information to ensure accuracy and compliance with internal and external requirements

Keystone Bank Ltd Branch Operation Group (Cash and Teller Unit & Customer Service Unit) 2013 – 2024

Head, Cash & Teller Unit

o Processed money transfer requests (local & foreign: MoneyGram, Western Union)

o Managed bank's cash transaction instruments

o Handled collections on E-pay platform (school fees, FRSC fines, etc.) o Facilitated collections via pay direct platform (Dstv, Nepa, etc.) o Ensured tellers followed the bank's policy/due process in handling transactions

Customer Service Unit

o Promoted various E-payment products

o Provided first-level support and outstanding service experiences to customers o Addressed customer inquiries, requests, and complaints with value-adding solutions

o Logged and resolved customer issues within SLA by collaborating with responsible units

o Escalated issues to higher authorities as necessary to ensure prompt service delivery

o Initiated customer relationships through onboarding and prompt account opening processes

First Bank of Nigeria Plc Internal Audit Department (Industrial Trainee) 2011 – 2012

Managed receipt of incoming mails from various banks and branches

Recorded documents for authentication of branch personnel and company shares

Typed important memos and circulars from the DCIA office

Collated and recorded all claims and cash advances entries for centralized admin Skill Set

Proficient in Microsoft Office applications

Financial analysis and reporting

Customer relationship management and service

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