Summary
Overview
Work History
Education
Skills
Availability
Hobbies and Interests
Professional Development and Certifications
Timeline
Generic

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, Nigeria
01.2005

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
Ifeanyi Ugagu