Overview
Work History
Education
Skills
Certification
Languages
Accomplishments
Timeline
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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, ON
09-2024

Master of Science - International Banking And Finance

Salford University
Manchester, United Kingdom
05-2007

Bachelor of Science - Real Estate Management

Abia State University
Uturu, Nigeria
10-1998

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

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MICHAEL OKAFOR