MICHAEL OKAFOR
9 Hashbury Place,ON
Overview
18
18
years of professional experience
1
1
Certification
Work History
Team Leader, Customer Experience Centre
FirstBank Plc
Lagos., Nigeria.
04.2019 - 01.2024
- Respond to customer inquiries via phone, email, and chat, consistently achieving a 95% customer satisfaction rate.
- Efficiently handle and resolve billing issues, service disruptions, and general inquiries.
- Collaborate with the technical support team to troubleshoot and resolve complex issues, resulting in a 20% reduction in escalated cases.
- Conducted regular performance reviews to assess individual team member progress.
- Wrote and submitted reports on industry trends, prompting managers to develop business plans.
- Identified needs of customers promptly and efficiently.
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
- Conduct customer feedback surveys to gather insights and identify areas for improvement.
Customer Relationship Officer
Access Bank Plc
Lagos., Nigeria.
05.2008 - 04.2017
- Managed a portfolio of key clients, ensuring their satisfaction with products and services.
- Collaborated with the marketing team to develop client-focused promotional materials.
- Recognized as “Employee of the Quarter” for outstanding client retention and satisfaction.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Collected deposits or payments and arranged for billing.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Collaborated with other departments within the organization to ensure customer satisfaction.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Promoted available products and services to customers during service, account management and order calls.
- Made outbound calls to obtain account information.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Prevented key account losses by researching discrepancies and correcting problems.
- Educated customers on special pricing opportunities and company offerings.
Social Fund Debt Recovery Advisor
Departmet for Work & Pensions
Salford Quays., Manchester, UK
09.2005 - 12.2008
- Calculated clients' available monthly income to meet debt obligations.
- Reached out to major credit bureaus to obtain records and discuss entries.
- Recognized patterns in customer behavior that could be used as indicators of future delinquency rates.
- Evaluated client situations and recommended optimal products to meet individual needs.
- Promptly escalated unresolved disputes or complex cases requiring additional research or attention.
- Skip-traced with social media sites, professional sites and search engines to find contact information for borrowers.
Education
Post-Degree Certificate - Business Administration
York University
Toronto, ON09-2024
Master of Science - International Banking And Finance
Salford University
Manchester, United Kingdom05-2007
Bachelor of Science - Real Estate Management
Abia State University
Uturu, Nigeria10-1998
Skills
- Documentation and Reporting
- Client Service
- Work Planning
- Cash Handling
- Quality Improvement
- Shift Scheduling
- Mentoring
- Sales Expertise
- Call Center Operations
- Problem-Solving
- Service Level Agreements
- Leading Team Meetings
- Attention to Detail
- Goal Setting
- Performance Evaluations
- Issue Resolution
- Overseeing Daily Activities
- Complex Problem-Solving
Certification
- Certicate in Business Analysis
- Certificate in Business Accounting
Languages
English
Professional
Accomplishments
- Moment of Truth prize for service excellence
- Team of the year
Timeline
Team Leader, Customer Experience Centre
FirstBank Plc
04.2019 - 01.2024
Customer Relationship Officer
Access Bank Plc
05.2008 - 04.2017
Social Fund Debt Recovery Advisor
Departmet for Work & Pensions
09.2005 - 12.2008
Post-Degree Certificate - Business Administration
York University
Master of Science - International Banking And Finance
Salford University
Bachelor of Science - Real Estate Management
Abia State University
- Certicate in Business Analysis
- Certificate in Business Accounting