Jonathan Isiekwene
Uyo,Akwa Ibom
Summary
Dedicated and adaptable professional with over 10 years of experience in Customer Experience, Operations Management and Relationship Management. Proven expertise in streamlining processes, enhancing customer relationships, and supporting cross-functional teams. Skilled in managing operations, improving service efficiency, and driving business growth while maintaining compliance with company policies and regulatory standards.
Overview
13
13
years of professional experience
Work History
Head of Operations
United Bank for Africa Plc
10.2022 - Current
- Supervised all branch operations activities.
- Authorized all big ticket transactions.
- Responded promptly to customer needs, resolving issues efficiently.
- Collaborated with departmental leaders to set organizational goals and strategies.
- Managed multiple tasks, maintaining flexibility and adaptability.
- Ensured high-quality, on-time deliverables while meeting deadlines.
- Provided courteous and efficient customer service.
- Developed departmental objectives, budgets, policies, and procedures.
- Promoted process improvements for enhanced service efficiency and cost reduction.
- Oversaw timely reconciliation and proof of accounts.
Cash Officer
United Bank for Africa Plc
04.2018 - 09.2022
- Authorized transactions above Teller limits
- Enhanced operational efficiency by consistently reconciling daily transactions and resolving discrepancies.
- Coordinated cash activities, ensuring timely and accurate transaction processing.
- Implemented robust controls to minimize fraud and robbery risks.
- Recorded transactions accurately, adhering to bank procedures.
- Managed cash holdings and vault administration efficiently.
- Supervised tellering activities and ensured balanced ATM tills.
- Ensured functional ATMs and maintained adequate cash availability.
- Managed working tools for tellers and handled crowd management in the banking hall.
Customer Service Officer
United Bank for Africa Plc
05.2015 - 03.2018
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
- Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
- Improved first-contact resolution rate by efficiently handling customer queries during initial interactions.
- Increased customer retention with prompt follow-ups on pending issues and proactive problem-solving strategies.
- Processed account opening and modification requests.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Teller
United Bank for Africa Plc
01.2012 - 04.2015
- Processed customer transactions, such as cash deposits, cash withdrawals, and cheque payments, accurately and within SLA.
- Processed FCY transaction, both cash and transfers.
- Treated IMTO transactions like Western Union, Moneygram, RIA, Worldremit etc with accuracy and efficiency.
- Processed customer transactions promptly, minimizing wait times.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
- Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
- Developed strong relationships with customers through exceptional service, fostering loyalty and trust.
- Increased cross-selling opportunities by identifying customer needs and recommending appropriate banking products or services.
Education
Bachelor of Science - Government & Public Administration
Imo State University
Owerri01-2012
Skills
- Operational excellence
- Relationship building
- Operations management
- Teamwork and collaboration
- Team leadership
- Customer service management
- Employee motivation
- Multitasking
- Cross selling
Timeline
Head of Operations
United Bank for Africa Plc
10.2022 - Current
Cash Officer
United Bank for Africa Plc
04.2018 - 09.2022
Customer Service Officer
United Bank for Africa Plc
05.2015 - 03.2018
Teller
United Bank for Africa Plc
01.2012 - 04.2015
Bachelor of Science - Government & Public Administration
Imo State University
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