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Network Power<100 people
Roles
🧨66%
Consulting
🧮66%
Education
💸50%
Marketing
Geos
🇿🇦33%
South Africa
🇺🇸16%
United States
Work Background
Union Bank of NigeriaTeam Lead, Customers Solutions, Customer Experience
Mar. 2023✅Mentored and provided professional development opportunities for 50+ junior team members ✅Conducted root cause analysis of customer issues and presented insights garnered with recommendations for improvement enabled by strategic thinking, technical knowledge, and strong communication. ✅Monitored customer satisfaction scores and metrics (CSAT, NPS & CES) to assess the effectiveness of customer experience initiatives. ✅Evaluated 10+ customer journey maps and touchpoints to identify areas for enhancement. ✅Contributed to business development efforts by driving prompt complaint resolution and effective service recovery ✅Assisted in the development and implementation of customer-centric policies and procedures. ✅Trained over 25+ employees to develop their potential and chart their professional course. ✅Launched a new customer complaints portal that increased customer retention by 10%. ✅Introduced a mailing tracking system for Regulatory correspondences which increased response time by at least 80%
Women of Customer SuccessMember
Mar. 2021
Ryben StaffingCustomer Support Manager (Remote)
Apr. 2020 - May. 2022Boston, Massachusetts, United States✅Maintained optimum standard of service delivery with strict adherence to company policies and proffered workable solutions to suit clients staffing needs. ✅Set up customer service department and participated in the formulation of service policies and operating manuals ✅Handled customer inquiries and complaints and ensured prompt resolutions. ✅Proactively reduced customer attrition by anticipating customer’s staffing needs and recommended the right product package to subscribe to. ✅Monitored issues carefully and reached out to customers to provide immediate resolution and maintain satisfaction. ✅Trained outsourced customer service agents for key accounts.
Union Bank of Nigeria PlcBranch Service Manager
Sep. 2014 - Mar. 2023Lagos, Nigeria✅Maintained a steady reduction of 10% in operating costs for two years. ✅Collaborated with 5+ teams in developing the Learning Academy operations training school. ✅Devised strategies that increased the branch’s customer satisfaction rating by 25% for 3 years ✅Initiated weekly staff training to improve service delivery in the branch. ✅Achieved a zero-level fraud incidence rating for 8 years. ✅Formulated the course content used for training over 500+ customer experience staff for the Learning Academy
Fidelity Bank PLCFund Transfer Officer
Jun. 2009 - Aug. 2014Lagos, Nigeria✅Ensured maximum uptime of the branch ATM machines for customer use. ✅Processed local/int’l transfers, and bill payments/government collections. ✅Provided ancillary services to operations staff & assisted with cash deposits. ✅Awarded best customer service officer in 2014 for excellence and dedication. ✅Offered banking and management services to 30+ high net worth customers. ✅Achieved a consistent 100% rating for compliance in branch audits for 5 years. ✅Made weekly & monthly activity report & transaction volume on 20+ transfers
MERCHANDISING FRONTIERS, INC.Client Services Officer
Aug. 2007 - Feb. 2009Lagos, Nigeria✅Set up the customer service department and developed an invoicing system. ✅Processed customer inquiries and complaints and managed data using CRM. ✅Managed GlaxoSmithKline and Guinness accounts for two years ✅Set up meetings with clients and took briefs for the team. ✅Informed the management about complex client issues and resolutions. ✅Utilized effective problem-solving & time management skills to aid operations. ✅Assisted in risk assessment & mitigation issues & identified new opportunities
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