Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Amara Erondu

Summary

Experienced service analyst with expertise in relationship management, account servicing, product sales, and business development in banking and telecoms. Effective in boosting client satisfaction and retention through relationship building. Proficient in problem-solving, optimizing operations, and providing strategic insights to senior management. Committed to fostering partnerships and driving business growth through innovation and ongoing learning.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Service Analyst

CBV Collections Services Ltd
04.2023 - Current
    • Enhanced customer satisfaction by promptly and professionally addressing and resolving service issues.
    • Managed multiple projects simultaneously, maintaining high-quality service delivery standards and resulting in increased client retention rates.
    • Assisted sales teams in creating tailored solutions for prospective clients based on their unique needs and requirements, leading to higher conversion rates.
    • Conducted root cause analysis on recurring issues, implementing preventative measures to minimize future occurrences.
    • Created custom dashboards for management, enabling real-time tracking of critical KPIs without the need for manual intervention.
    • Fostered cross-functional collaborations by working closely with finance, operations, and marketing teams to ensure cohesive strategies and shared goals.

Relationship Manager

First Bank of Nigeria Ltd
01.2017 - 11.2022
  • Strategically provide frontline support and services to current and potential customers to meet their banking needs, including marketing and cross-selling products
  • Grew loan income and base by having the right loan mix, thereby increasing base from 160 million Naira in October 2021 to N310 Million Naira as of August 2022
  • Leveraged on existing relationship to increase bank FCY deposit base from $450,000 monthly average to $740,000 therefore increasing NRFF income by 39%
  • Achieved goals for the sale of bank products and services and exceeded performance metrics for customer service.

Funds Transfer Officer/Money Transfer Agent

First Bank of Nigeria Ltd
08.2015 - 01.2017
  • Identified customer's financial needs for effective diagnosis of best product that is best for them
  • Enrolled customers on at least two e-business platforms, which reduced crowds in banking hall by 40% and increased income on digital platforms by 30%
  • Carried-out customer financial checks and functioned as third point of reference for providing information
  • Maintained client relationships by assisting customers in managing their accounts, proactively solving problems and responding to inquiries and concerns regarding financial needs.

Education

MBA - Business Administration

Ladoke Akintola University of Technology

B.Sc - Public Administration

Anambra State University

Skills

  • Business Development
  • Process Improvement
  • Client Retention and Relations
  • Performance Optimization
  • Business Communication
  • Business Process Mapping
  • Requirements Gathering
  • Complaint resolution

Certification

  • Scrum Master Certified (SMC), 940704
  • IIBA Advanced Business Analysis, 268359-703

Languages

English
Full Professional

Timeline

Service Analyst

CBV Collections Services Ltd
04.2023 - Current

Relationship Manager

First Bank of Nigeria Ltd
01.2017 - 11.2022

Funds Transfer Officer/Money Transfer Agent

First Bank of Nigeria Ltd
08.2015 - 01.2017

MBA - Business Administration

Ladoke Akintola University of Technology

B.Sc - Public Administration

Anambra State University

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Amara Erondu