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
Similar Profiles
Uchenna OparaUchenna Opara
Client Service Manager at Access Bank Plc/Diamond BankClient Service Manager at Access Bank Plc/Diamond Bank
Augusta AziegbeAugusta Aziegbe
Executive trainee at Access Bank PlcExecutive trainee at Access Bank Plc
Tolulope Oluwakemi AdesomojuTolulope Oluwakemi Adesomoju
Head, Card Products at Access Bank PlcHead, Card Products at Access Bank Plc