ONWUASOANYA JANE
Customer Service Professional
Hamilton,ON
The way to get started is to quit talking and begin doing.
Walt Disney
Summary
Highly motivated and results-oriented professional with a strong work ethic and a passion to success, with experience in relevant Customer Service functions for over 5 years providing strategic development in payment services and support, Leverages excellent communication and relationship management skills, strong interpersonal skills, excellent multitasking skills to effectively build rapport with a diverse clientele and multidisciplinary teams, to secure operational efficiencies. Harnesses an acute analytical acumen with a strong business mindset to ensure technology solutions align with business goals and requirements. Holds a prior record of success performing within a deadline-driven environment, multitasking priorities, and ensuring on-time completion of project deliverables. Implements value-added solutions to effectively mitigate risks. Have a strong computer skills( Microsoft Office Suite, etc) Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Facilitator
Business Continuity Awareness- Ecobank
LAGOS, LAGOS STATE
01.2022 - 07.2023
- Used diverse teaching materials and motivational approaches to reduce learning gaps and instruct students.
- Identified areas in need of improvement and implemented solutions.
- Planned and facilitated Business Continuity workshops in accordance with in-scope curricula, employing varied methods to maximize attendance.
- Facilitated dialogue between participants, family, and program workers to provide the best possible program and individualized program.
- Enhanced leadership abilities and expertise by delivering forward-thinking training to over 8 management staff.
- Enhanced employee satisfaction and productivity by troubleshooting and resolving workflow and downtime issues.
- Conducted training courses for 6 management support staff to enhance understanding of industry best practices and company protocols.
Facilitator
Bank Products Ecobank
lagos , Lagos
01.2021 - 07.2023
- Facilitator Bank Products, Ecobank -payment processing, in a KSS session to branches of Ecobank.
- Facilitated dialogue between participants, family, and program workers to provide the best possible program and individualized program.
- Devised and deployed systems for tracking Customer Complaints, and resolution data.
- Eliminated process lags with effective management of employee schedules and revenue generation strategies.
- Identified areas in need of improvement and implemented solutions.
- Developed and implemented organizational systems to better manage training documentation and progress reporting.
Facilitator
Knowledge Sharing Sessions
Lagos , Lagos
01.2019 - 09.2019
- KSS classes for branches – Ecobank, Research on cost optimization and Revenue assurance for transaction authentication using a 3D secure platform
- Ecobank Nig Ltd
- Bachelor Thesis” “Automated Filing Station” Emphasis: “Payment system in an Automated Petrol filling station “Research Project on The Optimization of the use of Payment Cards in an automated fuel pumping machine 2
Head, Card Production/Support
Ecobank Nig.Ltd
01.2018 - Current
- Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
- Helped customers complete purchases, locate items, and join reward programs.
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
- Processed both cash and card purchases and returns.
- Assisted customers by answering questions and fulfilling requests.
- Educated employees on register use, merchandising, and customer service.
- Alleviated customer service needs with policy-appropriate solutions.
Team Lead Card Issuance /Support
Ecobank Nig Ltd
01.2017 - Current
- Team Management of 8 staff
- Achieved cost saving of N31 million for the bank in reducing hosting and transaction billing fee for SecureCode
- Negotiated card personalization contract with card personalization Vendors to a reduction of personalization costs by 50%
- Negotiated with personalization company secured for the procurement of card plastic
- Initiated payment of vendors monthly
- Negotiated and agreed with courier companies on the dispatch of cards
- Supervised the batching of cards for dispatch to 250 branches of Ecobank Nig Ltd
- Review teams’ performance and indicate areas of improvement
- Identified appropriate training needs for team members to further improve their technical skills
- Developed work instructions, policies, and procedures for departmental work
- Reduced billing of hosting and transactional fees for authentication of card Transactions by 70% thereby saving costs for the organization
- Key Achievements
- Implemented Ecobank Card Conversion Project to ensure proper right carding of customers’ carrying out domestic transactions within 12 months
- This grew Verve card from 25% to 60% total card portfolio in Ecobank Nigeria
- Implemented proper card segmentation within Ecobank Nigeria based on account segment
- Facilitated a 60% cost reduction exercise on some international card association billings including negotiated refunds to Ecobank in 2021
- Facilitated a successful cash back campaign on FCY cards that resulted in over 100% increase in transaction volume
- Implemented VISA Naira credit card in Ecobank Nigeria (2021)
- Launched issuance of Instant USD debit cards across the branch network
- Implemented out-of-branch card delivery service to preferred customer location
- Achieved a 90% increase in card purchase transaction volumes in 2021 compared to prior half-year period
- Facilitated training on card products for management/ebanking operations
- Launched the highest card variant (VISA infinite) for high-net-worth individuals in Ecobank Nigeria and collaborated with an Affiliate across the network to implement the same product
- Implemented Ecobank instant Gold and corporate cards across 255 branches nationwide
- Implemented contactless card issuing and other new Mastercard/VISA mandates from 2007 till date
- Implemented in-branch POS withdrawal using cards across Ecobank branches nationwide
- Carry out Mastercard Business administration activities for all 36 Affiliates of the Ecobank Group
- Implemented additional card services on Ecobank mobile APP and online banking
- Deployed Bank-wide bulk SMS messaging /email broadcast that resulted in a 400% increase in total card issuance, 450% increase in total card activity, 186% growth in average monthly issuance, and 37% growth in income derived from monthly maintenance fee
Team Lead
CHILDRENS CHURCH , HOUSE ON THE ROCK
LAGOS, LAGOS
01.2016 - 01.2023
- Children’s church, Ages 5,6& 7 respectively of Rock Kids Zone HOTR
- Worked different stations to provide optimal coverage and meet production goals.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
Card Production /Support Officer
Ecobank Nig Ltd
01.2014 - 01.2016
- Set up and managed the Introduction of payment flexibility for select Commercial banking customers (27,800 Sole signatories Enterprise) accounts on ATM and POS applications for flexible transactions causing an increase in customer base and customer satisfaction
- Data Entry functionalities on Excel and PowerPoint
- Deployed Foreign Currency instant cards for urgent transactions to avoid the long wait for personalized cards and enhance customer satisfaction
- Introduction of an additional courier company for the delivery of cards and PINs to customers’ preferred locations or residents for flexibility
- Successfully executed projects and launched new card products the card business team developed
- Ensured customer card TAT and SLAs are met
- Supported internal and external customers on products and services
- Ensured all cards processed were enrolled/authorized on 3D authentication services like safe token (OTP), secure code and verified by visa
- Identified possible enhancement/automation areas on current processes
- Generated reports for management decision/CBN
Team Lead
CARD ISSUANCE & SUPPORT
LAGOS, LAGOS
01.2014 - 01.2016
- Trained new team members by relaying information on company procedures and safety requirements.
- Coached team members in techniques necessary to complete job tasks.
- Worked with different stations to provide optimal coverage and meet production goals.
- Directed and supervised a team of 8 staff engage in support duties and product development.
- Evaluated employee skills and knowledge regularly and training skills.
- Audited team performance and compliance with policies and operational standards.
Supervisor
Ecobank Nig Ltd
01.2008 - 01.2014
- Team management of 5 staff in the production of the PIN for 256 Branches of Ecobank Nig
- Lead the monthly Reconciliation of vendor Invoices and payment process activation for product enhancement
- Initiated KSS classes for staff every quarter for on-the-job Growth
- Quarterly training of Customer service Managers of 256 branches on improvement and development of products to reduce manhours at the branches.
Sunday school Teacher
Rock Church
01.2022
- Prepared age-appropriate weekly lesson plans aligned with church teachings.
- Adapted bible verses and lessons into stories and activities to help children comprehend scriptures.
- Managed classroom behavior to maintain safety and promote orderly learning environments.
- Employed variety of instructional aids, methods, and materials to provide for creative teachings, helping children grow spiritually.
- Encouraged class participation to build student confidence and interest in church teachings.
- Merged bible verses with current events to develop curriculum and address relevant topics children regularly encounter.
- Tested children's bible knowledge by asking bible trivia questions and hosting bible quizzing competitions.
Education
Post Graduate Diploma (PGD) - Public Administration
09.2003
Bachelor of Science - Mathematics/Computer Science
11.2000
CYBER SECURITY ANALYTICS
04.2024
Skills
- Core Skills and Competencies
- Strong leadership, Excellent people skills, Strong problem-solving skills
- Delivery of new payment solutions from initiation to go-to-market
- Excellent Customer Service Skills, payment product sales skills Management of complex technology projects and product
- Proficient in use of MS Office tools
- Market analytics and insights skills
- Oral and Written Communication, Presentation Skills
- Process Planning and Organization, Time Management Skills
- Activity Planning and Support Networks, Team Collaboration Skills
Accomplishments
- Achieved Business Continuity Champion by completing alternate location testing with accuracy and efficiency.
- Resolved product issues through consumer testing.
- Achieved Excellent customer service award by effectively helping with Customers' requests.
- Supervised a team of 8 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Documented and resolved customer issues which led to efficient customer Service awards.
- Collaborated with a team of 8 in the development of products for the organization.
Additional Information
- AWARDS , 2022 Best Customer Experience Staff Award, Ecobank Nigeria 2018 Most Responsive Staff of the Year, Ecobank Nigeria 2017 Award for Excellent 10-year Long Service Award, Ecobank Nigeria 2012 Best Customer Focused Staff of the Year award 2011 Most Dedicated Support Staff of the Year Award, e-Banking Operations
Certification
- Excellent Customer Service Training - 1 month
- Certificate-VISA FIRST-VISA BUSINESS SCHOOL CEMEA, 1 month
- Customer Service & Selling Skills Training Certificate -ECOBANK
- Epayment Fraud & Risk Management Certificate-INTERMARC
- Communication For New Managers Certificate
- Certificate -Payment Card Industry Professional (PCIP)
Reading, travelling ,facilitating training, and networking
I enjoy reading Christian Fiction, and Best Sellers, This broadens my knowledge and diction.
As an ardent reader, I love visiting beautiful places of interest exhibiting arts and culture.
Based on the type of job and team I supervise facilitating training for product launches, business continuity, and Payment card system security standards. Meeting new people and visiting different places with diverse backgrounds and cultures is a hobby.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Facilitator - Business Continuity Awareness- Ecobank
01.2022 - 07.2023
Sunday school Teacher - Rock Church
01.2022
Facilitator - Bank Products Ecobank
01.2021 - 07.2023
Facilitator - Knowledge Sharing Sessions
01.2019 - 09.2019
Head, Card Production/Support - Ecobank Nig.Ltd
01.2018 - Current
Team Lead Card Issuance /Support - Ecobank Nig Ltd
01.2017 - Current
Team Lead - CHILDRENS CHURCH , HOUSE ON THE ROCK
01.2016 - 01.2023
Card Production /Support Officer - Ecobank Nig Ltd
01.2014 - 01.2016
Team Lead - CARD ISSUANCE & SUPPORT
01.2014 - 01.2016
Supervisor - Ecobank Nig Ltd
01.2008 - 01.2014
Lagos State University - Post Graduate Diploma (PGD), Public Administration
University of Port - Bachelor of Science, Mathematics/Computer Science
MOHAWK COLLEGE ONTARIO CANADA - , CYBER SECURITY ANALYTICS
- Excellent Customer Service Training - 1 month
- Certificate-VISA FIRST-VISA BUSINESS SCHOOL CEMEA, 1 month
- Customer Service & Selling Skills Training Certificate -ECOBANK
- Epayment Fraud & Risk Management Certificate-INTERMARC
- Communication For New Managers Certificate
- Certificate -Payment Card Industry Professional (PCIP)
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