Customer Service Manager

IFEZUE, DESMOND ONYEDIKA.

No **, Michael Ojo Street Isheri-Osun, Lagos State.

Phone Number: (234)081********

E-mail: *************@*****.***

www.linkedin.com/in/ifezue-desmond-500aa1164

OBJECTIVE

A highly motivated and experienced Senior Customer Service Manager with years of experience in handling the portfolio and managing customer service teams, developing and implementing policies and procedures, and analysing data to identify areas for improvement. Skilled in leading and motivating teams, communicating with customers, and resolving complex issues to ensure customer satisfaction. Proven track record of driving business world and management.

• Nationality: Nigeria

• Gender: Male

QUALIFICATION AND EDUCATION ATTENDED WITH DATES

2018-2019 National Youth Service Corp scheme.

Government Technical College Trans Amadi, Port Harcourt, Rivers State -

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2013-2016 Nnamdi Azikwe University, Awka Anambra State Bachelor of Arts (International Studies and History) Second Class Relevant Course Work; [Minor in Public Relations]

2006-2011 Holy Child Secondary School Isuofia, Anambra State. Senior School Certificate Examination.

SKILLS AND KNOWLEDGE ACQUIRED THROUGH EDUCATION AND EXPERIENCE Finacle Microsoft Word

Customer Service Microsoft Excel

Excellent Communication & Analytical Skills Microsoft Power BI Relationship building

Customer Relationship Management

WORK EXPERIENCE

AG MORTGAGE PLC

Head Office: 96 Opebi Road, Lagos State

Position: Team Lead

Date: (2023 - to date)

Job Title: E- Banking/Channels Operations.

*Selling all the bank’s products as well as meeting targets.

*Managing the E-Channels Team

*Agency Banking management and expansion

• AGENCY BANKING TRANSACTIONS:

• Handling the portfolio of 400+ POS customers (merchants) by maintaining the average disbursement of 20 per month.

• Managed and evolved a team of 6-8 field representatives to provide exceptional service.

• Collaborate with other departments to ensure smooth operations and optimal customer service.

• Train and mentor new field representatives to ensure they meet company standards.

• Maintained good rapport with customers to help in customer referrals in building good POS network.

• Having good rapport with other vendors like legal and technical vendors and connectors.

• Converting the prospective lead to the interested opportunity by understanding the customer’s needs and requirements.

• POS deployment disbursement process of inclusive (documentation handling, KYC verification, and the whole deployment process)

• Monitor and evaluate team performance to ensure goals and objectives are met.

• Hands-on experience in CRM tool Salesforce and maintained clean portfolio.

• Handle POS related queries and resolving the same within the TAT. CHARGE BACK (NOU/ROU)

• ATM Dispense and Transfer Error Treatment as well as Manual Reversal Authorization.

• Treatment of ATM MOBILE Recharge/ATM fund Transfer transactions and Treatment of POS Transactions.

• Providing weekly report on number of disputed transactions within/breached the turnaround time. Liaising with Third Parties Card Switches (Inter-switch) and other Financial Institutions regarding interbank dispute resolution and settlement.

• Attending to claims being logged by the issuer (NOT-ON -US) On Extra switch (Verve Card, MasterCard and Visa Card (POS ONLY) respectively).

• Proper follow up on customers issues to fast-track resolution and customer satisfaction. NOU International Chargeback treatment. ONLINE/WEB TRANSACTIONS

• Treatment of dispense error for WEB Transactions and mediation between the cardholder and any organization running business online e.g. VIROL, PAYATITUDE, WEBSYSPRO, MEDVIEW AIRLINE, Flutterwave.

• Liaise with settlement & reconciliation team for posting as well as interact with third party app team e.g Interswitch, Fintrack, Easybank if need be. WORK EXPERIENCE

First Bank of Nigeria Ltd.

FIRST SHARED SERVICES Head Office, Lagos State

Electronic Products Operations

Date: (2021 - 2023)

Job Title: Charge-Back/ Dispute Resolution Officer Responsibilities

Work with internal and external auditors in providing guidance and support to the various teams. Ensure customers` disputes/claims regarding e-channel transactions are resolved within TATs. Responsible for enhancement and support of the bank`s online and mobile electronic banking products, services and delivery channels.

Resolved all customers` chargebacks using CRM, Arbiter 1.0 Arbiter 2.0, UPDMS, Postilion, Mastercom

Negotiated the resolution of disputes in card transactions between card owners and merchants like Autopay,Payment Gateway, Banks mobile application platform Visa, Mastercard Corporate pay, Interswitch, and E-transact

Responsible for the timely and accurate settlement of all e-transactions on electronic channels including ATM, POS, Web, Agent Banking, Web payments on all bank`s issued cards issued in Nigeria.

Analyse transactional and account data to identify potential fraud patterns and investigate suspicious activities.

Communicate with customers to verify transaction details and confirm account ownership. Collaborate with other departments, such as risk management and compliance, to improve overall fraud prevention efforts.

Stay up to date on the latest fraud trends and technologies to improve prevention measures. Conducted investigations on suspected fraudulent cardholder activities . First Bank of Nigeria Ltd.

Ikotun Branch, Lagos State

Date: (2019-2021)

Job Title: Customer Service Officer

Responsibilities

• Responsible for opening and managing new accounts.

• Identifying, understanding and managing the needs of the customer while developing and implementing customer service strategies to improve customer satisfaction and loyalty.

• Selling the banks products proactively to new and prospective customers.

• Communicate with customers to verify transaction details and confirm account ownership

, providing exceptional customer service to customers communicate with customers to verify transaction details and confirm account ownership.

• Ensuring accuracy of all banks forms and documents executed by the customers.

• Ensure accurate and timely delivery on customer’s orders, giving customer feedback and use it to identify areas for improvement.

National Youth Service Corp scheme

Government technical college

Trans-Amadi, Port Harcourt, Rivers State

Date 2018-2019

Job Title: Class Room Teacher-

Responsibilities

• Assisted students in handling their academic matters.

• Handling and responding to students’ inquiries.

• Assisted and support teaching faculty in their daily tasks especially in matters concerning student welfare.

• Ensuring and maintaining teacher-student relationship.

• Ensuring that all teaching tools and equipment and notes are maintained and up to date. KEY ACCOMPLISHMENTS

Awarded “STAFF OF THE YEAR” December 2020

CERTIFICATIONS AND AFFILIATION

• Introduction to PowerBI – Aqskill 2022

• Dispute Management Seminar – Unified Payment

• Dispute Management Seminar – Interswitch

Fellow Member CHARTERED INSTITUTE OF LOAN AND RISK MANAGEMENT OF NIGERIA (FCILRM) 2020

Diploma in Tourism and Heritage Studies Nnamdi Azikwe University, Awka 2011-2013 Certificate of Completion in BANKING AND ETHICS in FIRST ACADEMY 2021 Certificate of Completion in FUNDAMENTALS OF DIGITAL MARKETING from COURSERA/GOOGLE INC. 2020

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