Receptionist/Customer Service Specialist Resume

UDOKA OKOYE

**** ******** **,

Milton Ontario L*E1H4 Mobile: 416-822-436 Email: *********.*****@*****.***

PROFILE

Experienced Customer Service and Personal Banker professional with proven expertise in customer care/client services (B2B, B2C channels), sales, business development, debt recovery/collections, risk management, credit/loan management and asset management.

SOFT SKILLS

Analytical thinker with an in-depth understanding of the delivery of exceptional customer activities, product knowledge and administrative support

Strong oral, written communications skills with strong knowledge of customer operations quality standards and enjoys engaging in client-focused conversations

Strong organizational skills and ability to work successfully with minimal supervision in a fast paced, high volume environment

Ability to multitask and work closely in a team environment to meet individual and team driven benchmarks

Conscientious, accountable and detail oriented with demonstrated ability to be resourceful and proactive in approach to Partner Problem Resolution and overall position responsibilities

Can quickly learn new systems and applications with interpersonal skills

TECHNICAL SKILL

Product Knowledge

Sales & Customer Service

Credit/Loan Management

Personal/Commercial Banking

Data Analysis/Visualization

MS Excel, Word & PowerPoint

B2B, B2C channels

Portfolio Management

TSYS & Oracle ERP

WORK EXPERIENCE

Customer Contact Centre Associate (OTL Licensed)

The Cooperators Oct 2019 - Date

Adhere to regulatory and compliance requirement with knowledge of competitive market place and trends in products offerings

Helping clients make changes to their policies

Handling payment-related matters

Probe to understand customer need and provide advice related to insurance needs

Act as first line of contact and trusted consultant to cuastomers, and identify opportunities to help customers grow their insurance needs

Ensure customer’s requests are accurately processed and maintain confidentiality of customer information

Making outbound calls to clients who have received targeted marketing materials.

Organize work information to ensure accuracy and completeness and perform adhoc activities as required

Quote and sell auto and property insurance

Follow procedures and underwriting guildlines

Provide general information on plan option to members related to their insurance needs, including health and life.

Business Development/Customer Service Officer Nov 2013 – Sept 2017

Heritage Bank

Generated new business, maintained existing relationship with service vendors, and reactivated dormant accounts via B2B and B2C channels

Introduced Bank’s products and campaigns to affluent customers while ensuring data confidentiality, service quality, and privacy norms via service training strategies and processes

Analysed loan application information and documentation to assess the reliability of adjudicated, condition fulfilment and ensured they are in line with Bank and risk management policy while being effective and efficient.

Monitored customers’ accounts through monthly cash flow activities and compliance reviews, evaluated ongoing portfolio exposure, validated risk ratings, and maintained databases which reduced overdue accounts and risk exposures by over 6% approx. from Q2 to Q4 2016

Professional communication with customers across all media types (via phone, written and email communication and web materials)

Maintained professional contact with existing and potential clients to identify investment opportunities, build stronger relationships and execute operational efficiency

EDUCATION

Master of Business Administration (MBA) – Lagos State University Apr 2013 – Nov 2015

BSc. Accounting Education – University of Benin Apr 2003 – Nov 2007

Master’s Degree and Bachelor of Science Degree qualifications duly assessed and recognized by World Education Services (WES) for Canadian equivalence

AWARDS & RECOGNITION

Awarded Best Performing New Business Executive Heritage Bank for the months of November & December 2015 for exceeding sales target to the tune of ($65,000)

Voted and awarded the best Bank’s product knowledge faclitator 2015

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