Chioma Anthonia Irokwe-Okoli
TORONTO
Summary
Resourceful customer experience manager with proven ability to provide empathetic and effective support. Demonstrated success in assisting individuals through challenging situations, ensuring their needs are met with compassion and efficiency. Exhibited strong communication and problem-solving skills in various volunteer capacities.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Clinic Amin Support Volunteer
TAPMI Women College Hospital
01.2025 - Current
- Reminder phone calls for the orientation session, Health discipline groups, faxing, placing letters in envelopes for mailing
- Calling patients in order to invite them to attend group education sessions
Sales Manager
United Bank for Africa
02.2020 - 10.2024
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Increased sales revenue by developing and implementing effective sales strategies.
- Managed key accounts with strategic planning and relationship building, resulting in increased customer loyalty and repeat business.
- Consistently met or exceeded quarterly sales targets through diligent effort and persistence in closing deals.
- Analyzed market trends to identify new business opportunities, leading to expansion into profitable territories.
- Evaluated competitor offerings to adapt sales strategies and maintain competitive advantage.
- Collaborated with marketing teams to create targeted promotional campaigns, driving customer engagement and sales growth.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
Customer Service Manager
United Bank for Africa
04.2013 - 01.2020
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Researched and corrected customer concerns to promote company loyalty.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
- Collaborated with IT department to streamline customer data management.
- Boosted customer retention rates through personalized follow-up strategies.
Cash officer/Cashier
United Bank for Africa
01.2008 - 03.2013
- Collection of revenue using a point-of-sale system, interact machine and cash payments
- Maintained an adequate supply of cash to meet customer demand, and forecasted cash needs to ensure sufficient liquidity thereby increasing branch customer satisfaction rating by 15%
- Provided exceptional customer service by promptly and accurately handling customer inquiries, complaints, and other issues related to cash transactions
- Maintained accurate cash balances by diligently counting currency, checks, and other negotiable instruments.
- Improved customer satisfaction by efficiently processing cash transactions and providing prompt service.
- Managed ATM servicing tasks such as replenishing funds, troubleshooting issues, and coordinating maintenance support when needed.
- Collaborated with team members to maintain a secure work environment, implementing loss prevention measures as necessary.
- Cultivated positive relationships with clients while maintaining their privacy and confidentiality at all times.
Education
Masters - Treasury Management
Bayero University Kano
01.2011
Bsc - Banking and Finance
Abia State University Uturu
09.2004
Skills
- A passionate, result driven professional with experience in sales, customer experience and data analysis
- Highly focused with excellent analytical and communication skills to understand customers needs and proffer solution with a lasting experience and special focus on surpassing the set target
- Advanced degree in Treasury management and additional certification in Data Analytics
- Awesome interpersonal skills with strong client and interdepartmental relationship
- Organized and multitask in a very fast-paced environment
- Proficient in use of all Microsoft office package, SQL, Tableau, Power BI
- Client needs assessments
- Professionalism and ethics
- Customer service excellence
- Counseling techniques
- Customer retention
Certification
Data Analytics, Hibreed Inc., Canada, 02/01/24, 04/01/24
Timeline
Clinic Amin Support Volunteer
TAPMI Women College Hospital
01.2025 - Current
Sales Manager
United Bank for Africa
02.2020 - 10.2024
Customer Service Manager
United Bank for Africa
04.2013 - 01.2020
Cash officer/Cashier
United Bank for Africa
01.2008 - 03.2013
Bsc - Banking and Finance
Abia State University Uturu
Data Analytics, Hibreed Inc., Canada, 02/01/24, 04/01/24
Masters - Treasury Management
Bayero University Kano
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