Customer Service Management Specialist

JOY IFUEKO AGBADU

Service Management Specialist

PERSONAL DETAILS PROFESSIONAL SUMMARY

Experienced Service Management Specialist with a robust background in aviation management and banking. Skilled in project management, customer relationship management, and service improvement. Proven track record of achieving and surpassing financial targets, enhancing operational efficiencies, and fostering client relationships

PROFESSIONAL HISTORY/ACHIEVEMENTS

AIRFIRST MAINTENANCE & ENGINEERING LTD, LAGOS APR 2021 TILL DATE Quality & Safety Executive& Project Manager

Worked together with Quality & Safety (QS) team to assess operational issues and brainstorm solutions

Checked that components involved in the maintenance process are of suitable quality

Reported discovered defects to all relevant departments for correction

Ensured conformation to regulations and international standards as it concerns testing and quality management

Ensured timely processing of ramp/airside access cards

Managed construction project of acquired office space on Heli-Bay

Improved quality department processes, evident in a 70% improvement in turn-around time and external audit performance

Address:

7B Ogunbanwo Street,

Ketu, Lagos, Nigeria

Phone Number:

+234 803-***-****

Email:

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

PMI ID

1373471

Keystone Bank Limited, Lagos JAN 2020 - APR 2021

Relationship Manager

Maintained relationship with existing customers and acquired new relationships

Met and surpassed financial targets up to 110%

Ensured branch of domiciliation improved from a loss-making to a profit- making branch thus contributing to the bank’s bottom line

Created and enforced action plans that fostered customer satisfaction

Built long-term relationships with clients and customers

Worked quickly to address and resolve customer issues improving turn- around time for resolutions from 72hours to 24 hours and less SKILLS

Customer Satisfaction/ Relationship

Management

Service Recovery Management

Project Management

Time Management

Stakeholder Management

Keystone Bank Limited, Lagos JUL 2019–JAN 2020

Service Officer

Directly supervised Tellers and Note Counters to deliver superior service over the counter to customers.

Manager.

Recorded zero fraud and zero turnover through increased team-bonding activities

Managed the vaulting of cash to tellers

Served as custodian to the branch’s Cash Vault and ATM along with the Service analytics, process communications and follow through with finance teams

Acted as a back up to the Service Manager

Acted as Service Manager relief in several branches of the bank

Oversaw reconciliation of ATM and GL account through regular data Keystone Bank Limited, Lagos 2011 – JUL 2019

Head, Customer Service Unit

- Member of project team for data cleansing/change of the bank’s software - conducting data quality assurance and reviewing indicators for the software upgrade project

- Member of the project team for internet deployment.

- Member of the project team for bank’s software upgrade (T24 R14).

- Achieved 100% e-channels target on internet banking bank-wide.

- Managed the Customer Service desk of the bank’s Head office seamlessly Bank PHB PLC, Lagos 2008 – 2011

Customer Service/Funds Transfer Officer

(Outsourced position)

- Handled other bank instruments drawn in favour of Bank PHB

- Oversaw FT-interdepartmental account.

- Reconciled and proofed general ledger accounts within given timelines and with zero errors

Bank PHB PLC, Lagos January – June 2008

Senior Secretary/PA to Vice President Business

Process Management Unit (Outsourced position)

- Assisted with plans and arrangement for interviews

- Managed orientation of staff and vendors

Quadro Technologies (A subsidiary of ChannelIT), Lagos 2006 – 2008

Sun iForce Demo Centre Coordinator

- Managed new product launch events alongside the Group Marketing Manager

- General coordination.

- Managed schedules

Kidney Consultants International, Lagos

Executive Assistant to the Operations’ Director March - Sep 2006

- Managed Communications

- Managed schedules

JSP Communications Consultancy, Lagos PR Executive 2005-2006

- Managed Marketing and communication

EDUCATION

Post Graduate Degree in Aviation

Management

Nigerian College of Aviation

Technology

2023

Master in Business Administration

University of Lagos

June 2013

BSc. Geology

Delta State University

January 2001

Professional Certification

Certificate in Project Management

Project Management Institute, UK

November 2010

Interpublic Nigeria Limited, Lagos Front Office Executive 2003-2005

- Managed front office/public relations

Legendary Gold Limited, Lagos

Administrative Personnel 2001-2003

- Handled all company’s calls and correspondences

- Organized Project Director’s diary

- Managed events

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