Summary
Overview
Work History
Education
Skills
Timeline
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Christiana Onoja

Ottawa

Summary

An experienced Banker with 15 years of experience in Banking, Finance, Sales, Credit, and Investments with an MBA and Post Graduate Certificate in Project Management from Algonquin College Ottawa. An expert in various Banking applications and MS Office.

Overview

18
18
years of professional experience

Work History

Human Relations Officer

L’Agence Services Sante
01.2023 - Current
  • Actively listened to an average of 50 clients daily, engaging in conversations to gain thorough understanding of their unique needs and objectives
  • Handled multiple demands, conflicting priorities, pressures, and deadlines with a focus on efficiency, data entry, retrieval, and keyboarding with exceptional attention to accuracy
  • Possessed Strong investigative and problem-solving skills, effectively identifying and resolving financial discrepancies.

Financial Services Advisor

Fidelity Bank Plc
09.2019 - 08.2022
  • Built and managed day-to-day relationships with clients by offering comprehensive financial advice and assisting with their banking needs whilst exceeding performance objectives such as revenue generation and increasing revenue by 25% in the first year
  • Structured loan agreements by evaluating creditworthiness, conducting financial analysis, risk assessments of potential borrowers, and making lending decisions to clients ranging from $5M to $10M
  • Cultivated and maintained relationships with over 70 high-net-worth clients, providing personalized financial solutions and investment advice through daily communications with clients, attending meetings, and visiting clients’ operations
  • Managed diverse portfolio of clients, exceeding sales targets of $150M whilst consistently achieving high customer satisfaction ratings
  • Ensured compliance with standard policies, and procedures by staying up to date with industry trends, regulations, and products to provide clients with accurate and relevant information.

Customer Experience Manager

Fidelity Bank Plc
08.2011 - 08.2019
  • Managed a team of 25 Customer service representatives mentoring new employees, ensuring a high level of professionalism and product knowledge
  • Oversaw operations of over 10,000 transactions daily, including customer service, and cash management, reviewing teller and ATM transactions, maintaining accurate records, reconciling General Ledgers, and ensuring compliance with banking procedures and regulations
  • Utilized Financial tools to identify and promote opportunities for relationship-deepening and seamless service experiences to consistently achieve high customer satisfaction scores through excellent service delivery
  • Possessed strong interpersonal, emotional intelligence, and communication skills, with the ability to build maintain, and grow relationships by 10% monthly with clients by actively listening to clients, identifying their individual needs, and providing tailored solutions
  • Adhered to compliance routines, processes, and controls to mitigate risks and safeguard client and shareholder interests
  • Developed problem-solving abilities and a proactive approach to resolving client issues and preventing problems which were strategic to increasing customer engagement and driving branch profitability upwards by 38% within the financial year.

Customer Information Service Officer

Guaranty Trust Bank
05.2005 - 01.2009
  • Engaged with over 100 clients daily in the branch, identifying their individual needs and providing tailored solutions while delivering outstanding service experiences increasing client retention by 25%
  • Serviced over 200 accounts weekly by collaborating with the marketing and sales team to promote bank products and services within the local community
  • Responded to client-initiated services, assisting with various financial transactions, and resolving issues within a turnaround time of 12-24 hours promptly and efficiently resulting in an increase in the bottom line by 10% monthly
  • Grew client base by recruiting 1000 clients Monthly by delivering unique needs and objectives for customer satisfaction
  • Resolved complex customer issues and complaints in a timely and efficient manner, maintaining a positive customer experience hence increasing customer loyalty by 40%.

Education

Post Graduate Degree - Project Management

Algonquin College Of Applied Arts And Technology
Ottawa, ON

Master - business Administration

Nigerian Defence Academy, Post Graduate School

B.Sc. - Geography

Ahmadu Bello University

Skills

  • Proficiency in various banking applications and MS Office
  • Client Engagement and Relationship Management
  • Financial Needs and Credit Assessment, Analysis, and Investment Advisory
  • Sales and Revenue Generation
  • Team Collaboration
  • Compliance and Policy Adherence
  • Banking Operations and Customer Service
  • Sales, cross-selling, and Business Development
  • Problem-solving and Analytical Thinking
  • Effective Communication and Interpersonal Skills

Timeline

Human Relations Officer

L’Agence Services Sante
01.2023 - Current

Financial Services Advisor

Fidelity Bank Plc
09.2019 - 08.2022

Customer Experience Manager

Fidelity Bank Plc
08.2011 - 08.2019

Customer Information Service Officer

Guaranty Trust Bank
05.2005 - 01.2009

Post Graduate Degree - Project Management

Algonquin College Of Applied Arts And Technology

Master - business Administration

Nigerian Defence Academy, Post Graduate School

B.Sc. - Geography

Ahmadu Bello University

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