Laura Umoru
Kitchener,ON
Summary
Customer-focused and energetic person with a solid history achievement in Operations and Customer Care management. A Motivated leader with strong organizational and prioritization abilities to expertly handle diverse concerns with solution-focused mindset.
Areas of expertise include customer service, problem-solving and exceptional attention to details.
Overview
21
21
years of professional experience
1
1
Certificate
Work History
Customer Service Representative (Remote Work)
Arrivesafe Immigration Services.Inc
08.2022 - 01.2023
- Managing all incoming emails, calls, and messages from clients and channelizing them to appropriate professionals.
- Maintaining the confidentiality of information
- Handle customer complaints by providing solutions, often within a time limit to ensure the customer is satisfied.
- Ensure all customer requests are promptly processed.
- Promptly responded to inquiries and requests from prospective customers.
Head, Branch Operations
Union Bank Plc
08.2016 - 07.2022
- Ensured position of Balance Sheets and suspense accounts were balanced and daily oversees branch activities.
- Prepared branch for audits and kept branch in compliance with all bank policies and procedures. Had 10% Audit level.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Established control measures to prevent frauds and maintained compliance with regulatory bodies.
Head, Customer Service
Union Bank Plc
02.2008 - 07.2016
- Resolved escalated customer dispute by 60% through critical review to determined root cause of problems.
- Analyzed customer service trends to discover areas of opportunity and provided feedback to management.
- Developed customer service policies and procedures that met and exceeded industry service standards.
- Trained, mentored, and developed new Customer Services officers with positive and encouraging techniques to maximize performance and team contributions..
Customer Services Representative
Union Bank Plc
07.2002 - 01.2008
- Reduced customers complaint by 60% regarding account balances, transaction history, services charges, and interest rates.
- Maintained friendly and professional customer interactions.
- Engaged in conversation with customers majorly youth to understand their needs, resolve issues and answer product questions.
Education
Post-Graduate Diploma (IN VIEW) - Strategic Global Business Management
Conestoga College Institute of Technology And Advanced Learning
Kitchener, ON08.2024
MBA - Finance
Lagos State University
Lagos Nigeria08.2008
Higher National Diploma - Banking And Finance
Lagos State Polytechnic
Lagos Nigeria09.2002
Skills
- Proficient in [SQL, Microsoft Word and Excel]
- Teamwork and Collaboration
- Customer Experience
- Communication Skill
- Problem-Solving Ability
- Flexible and Adaptable
Accomplishments
- Star Award in recognition of my outstanding contributions to the successful completion of the Flexcube Universal Banking System (FCUBS) by Union Bank management 2015.
- Customer Service Managers - The Association of Business Practitioner (Customer 1st Int.UK) (2011)
Certification
- Certificate in International Financial Reporting (ACCA) Online
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Representative (Remote Work)
Arrivesafe Immigration Services.Inc
08.2022 - 01.2023
Head, Branch Operations
Union Bank Plc
08.2016 - 07.2022
Head, Customer Service
Union Bank Plc
02.2008 - 07.2016
Customer Services Representative
Union Bank Plc
07.2002 - 01.2008
Post-Graduate Diploma (IN VIEW) - Strategic Global Business Management
Conestoga College Institute of Technology And Advanced Learning
MBA - Finance
Lagos State University
Higher National Diploma - Banking And Finance
Lagos State Polytechnic
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