Onyeka Franklin Ohachu
Edmonton
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
11
11
years of professional experience
Work History
Complaint Handler/Dispute Resolution Officer
Starling Bank
06.2023 - 04.2025
- Received and logged customer complaints from multiple channels including phone, email, and digital platforms, using internal complaint management systems.
- Investigated complaints by reviewing transaction histories, customer profiles, and internal documentation to determine root causes and appropriate resolutions.
- Maintained regular communication with customers to gather additional information, clarify issues, and provide updates on case status.
- Delivered consistent, empathetic customer service with a focus on retaining customer trust and improving satisfaction levels.
- Prepared regular reports highlighting complaint trends, resolution timelines, and recurring service issues to support continuous improvement.
- Ensure complaint resolutions align with regulatory compliance, AML, and KYC policies.
Client Relationship Team Lead
Access Bank Plc
12.2021 - 12.2022
- Managed daily interactions with high-value clients to support transactions and inquiries.
- Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
- Escalated issues to proper supervisors when standard processes were not effective.
- Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
- Took credit card payments via phone, in person, and through email.
- Prepared and submitted daily performance reports.
- Worked with internal units to resolve customer's issues and enhance service delivery
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
Client Service Representative
Access Bank Plc
11.2016 - 11.2021
- Managed incoming and outgoing calls, providing prompt and accurate information to clients about products and services.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Delivered prompt service to prioritize customer needs.
- Assisted clients with navigating online platforms and tools, enhancing their overall experience with the company''s resources.
- Met customer call guidelines for service levels, handle time and productivity.
- Cross selling and upselling of the banks products and services.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
Customer Service Representative
Diamond Bank Plc
12.2013 - 11.2016
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Consistently met or exceeded performance goals, contributing to the overall success of the call center.
Education
Bachelor of Science - Computer Science
Imo State University
NigeriaSkills
- Customer relations
- Dispute management
- Relationship building
- Call center experience
- Sales proficiency
- Account management proficiency
- Problem-solving abilities
- Attention to detail
- Excellent communication
- Organizational skills
Timeline
Complaint Handler/Dispute Resolution Officer
Starling Bank
06.2023 - 04.2025
Client Relationship Team Lead
Access Bank Plc
12.2021 - 12.2022
Client Service Representative
Access Bank Plc
11.2016 - 11.2021
Customer Service Representative
Diamond Bank Plc
12.2013 - 11.2016
Bachelor of Science - Computer Science
Imo State University
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