Chiwendu Ebeogu
Glace Bay,Canada
Summary
Dedicated retail sales and customer service professional with nine years of experience. Resolving complex customer inquiries and complaints and providing back- and front-office operational support in the financial industry. Proficient in software packages, including MS Office tools (Excel, Outlook, and Word), and general computer use, and highly motivated to learn new problem-solving skills and take initiative to resolve issues. Proven skills in client relations, retail and corporate sales, problem-solving, complaint resolution, process improvement, customer service quality assurance, and conflict prevention. Ability to multitask and prioritize tasks to meet deadlines; reliability and dependableness to timely complete assigned tasks; Ability to work autonomously Enthusiasm in building strong customer relationships through customer engagement and the delivery of unequaled service to drive brand loyalty and customer satisfaction. Strong written and verbal communication skills with the ability to apply tact and diplomacy in negotiation and conflict resolution were developed through a successful work history within multidisciplinary teams and customer service.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Retail Sales Associate/Financial Team Lead
Kilimanjaro limited - Nigeria
, Nigeria
12.2017 - 04.2022
- Coordinated a team of five people that brought about a Huge demand deposits to the bank and provided real-time support to branches and customers, resolved problems associated with day-to-day banking operations, and promoted excellent communication and customer service skills
- Facilitated meetings and workshops to identify customers and engage in product expansion for customer support operations.
- Drives sales through customer engagement, suggestive selling, and sharing Product knowledge
- Mobilization of bank deposits
- Performed review and authorization of expenses and ensured the appropriate and correct accounting entries were processed
- Ensured efficient and smooth support operations by developing and maintaining strong communication and cohesion among team members
- Collaborated with cross-functional teams to update the Standard Operating Procedures (SOP), conducted periodic reviews for continuous improvement while adhering to policies, procedures, and industry compliances
- Assisted customers with finding the right product for their needs.
- Provided product information and answered customer questions.
Customer Support Service Representative
Diamond Bank PLC - Nigeria
, Nigeria
06.2013 - 07.2017
- Reviewed and resolved customer complaints on the customer resolution management (CRM) and central processing portals within the approved SLA
- Ensured information regarding the Bank's products, services, policies, procedures and processes were well known to provide knowledgeable and informed responses to inquiries
- Ensured courtesy, empathy, and calmness were maintained at all times, even during moments of intense customer displeasure, and exercised patience in resolving customer concerns
- Delivered timely and effective support, received an average of 95% in the customer satisfaction survey ratings year on year, and consistently emerged as the best support staff in my team
- Leveraged opportunities to upsell company products and services while providing information and discussing options with customers.
- Ensured confidentiality was maintained when dealing with customers' personal information
- Performed training for new team members and also handled the preparation of monthly and regulatory reports
- I worked collaboratively with my team to achieve high-quality standards and improve our unit´s yearly process audit ratings from 84.99% to 95.89% in 2015
- Built trusting relationships with customers by understanding their needs and providing the needed support.
Cashier
Sara foam Limited - Nigeria
, Nigeria
01.2011 - 12.2012
Education
Post Baccalaureate Diploma in Business Management - Business Management
Cape Breton University
Sydney, NS05-2025
Master of Science - Industrial And Labour Relations
University of Lagos
Lagos, Nigeria01-2021
Bachelor of Arts - Philosophy
Nnamdi Azikwe University
Awka, Nigeria08-2010
Skills
- Excellent verbal and written communication skills
- Attention to details
- Strong ability to multi-task
- Good organizational skills
- Active listener
- Conflict resolution and creative problem-solving
- Excellent knowledge of Customer Relationship Management (CRM)
- Microsoft Office 365 Suites (Word, Excel, Outlook, Teams, etc)
- Relationship Management
- Office Administration
- Management
Certification
- CPR Certification, 06/01/23-07/01/25
- First Aid Certification, 06/01/23-07/01/25
- Food Safety Certification, 2023
Timeline
Retail Sales Associate/Financial Team Lead
Kilimanjaro limited - Nigeria
12.2017 - 04.2022
Customer Support Service Representative
Diamond Bank PLC - Nigeria
06.2013 - 07.2017
Cashier
Sara foam Limited - Nigeria
01.2011 - 12.2012
Post Baccalaureate Diploma in Business Management - Business Management
Cape Breton University
Master of Science - Industrial And Labour Relations
University of Lagos
Bachelor of Arts - Philosophy
Nnamdi Azikwe University
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