Ifeanyi Ugagu
Calgary,AB
Summary
Dynamic Client Service Manager with a proven track record at Access Bank Plc, specializing in client engagement and financial product expertise. Enhanced customer satisfaction through the strategic use of digital payment systems, achieving 100% accuracy in financial reporting. Proficient in CRM management and team coordination, driving process optimization while ensuring compliance with regulatory standards. Career aspirations focus on further elevating client service excellence in a front or back office role.
Overview
16
16
years of professional experience
Work History
Client Service Manager
Access Bank Plc
04.2019 - 08.2024
- Built and nurtured long-standing client relationships by providing tailored financial solutions and ensuring high levels of customer satisfaction
- Acted as the first point of contact for clients, providing guidance on banking products and digital services
- Proactively identified and fulfilled sales opportunities, including opening day-to-day accounts and promoting pre-approved credit products
- Demonstrated expertise in digital banking by introducing clients to mobile banking applications and assisting them in adopting self-service options
- Conducted needs-based financial consultations, offering advice on savings, credit, and investment products
- Coordinated cross-functional teams to improve service delivery and ensure seamless client communication
- Maintained detailed records of client interactions using CRM tools, contributing to improved responsiveness and service
Internal Control/Regulatory Compliance Manager
Diamond Bank Plc
05.2008 - 03.2019
- Ensured compliance with regulatory standards by conducting regular audits and implementing risk mitigation strategies
- Investigated and resolved client issues related to financial transactions and fraud, enhancing system integrity
- Provided training to staff on compliance and customer service best practices, resulting in improved service quality
- Managed documentation and financial reporting with 100% accuracy, ensuring adherence to internal controls
- Collaborated with various departments to streamline processes and enhance overall efficiency
Education
Bachelor of Science - Economics
Imo State University
Owerri, Imo State, Nigeria01.2005
Skills
- Client Engagement Skills
- Financial Product Expertise
- Digital Payment Systems Knowledge
- CRM and Database Management
- Conflict Resolution Skills
- Prioritization and Scheduling
- Process Optimization
- Client Engagement Calls
- Microsoft Office Suite
- Effective Team Coordination
- Communication
- Financial acumen
- Schedule management
- Report generation
Availability
Flexible schedule, including weekends and evenings.
Hobbies and Interests
- Community engagement
- Personal finance education
- Continuous learning
Professional Development and Certifications
- Project Management Foundations, LinkedIn, 2024
- Scrum Master Accredited Certification, International Scrum Institute, 2024
- Certified Customer Service Professional (CCSP), The Chartered Institute of Customer Relationship Management, 2019
- Project Management Essentials, Management and Strategy Institute, 2023
- Associate International Retail Banker Certificate (AIRB), Retail Banking Institute, 2023
- ACCA Certificate in International Financial Reporting (Cert IFR), ACCA, 2022
- Fundamentals of Data Analysis in Excel, Corporate Finance Institute, 2024
- Introduction to Business Intelligence, Alison Online Education, 2023
- Introduction to Data Science, Cisco Network Academy, 2024
Timeline
Client Service Manager
Access Bank Plc
04.2019 - 08.2024
Internal Control/Regulatory Compliance Manager
Diamond Bank Plc
05.2008 - 03.2019
Bachelor of Science - Economics
Imo State University
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