OTOBRISE BENEDICTA AKARAH
Kamloops,BC
Summary
KEY CAREER ACHIEVEMENTS Successfully facilitated a positive turnaround in the customer experience survey performance, a major KPI in branch score card, from an average of 64% to 95% within a year as the Team Lead Customer Service Unit. Excellent service performance positively impacted the branch score card from 68% in 2020 to 90% in 2021 final year score. Effectively coordinated the customer service unit of the branch there by increasing in new customer acquisition. Process Improvement Monitoring & Evaluation Problem Solving Report writing and presentation Policy Implementation Relationship Management Team Leadership Time Management Multi-tasking Team Leader well-known for executing successful, new initiatives. Creates dynamic and positive workplace culture to align with organizational mission and values. Trains new hires and mentors struggling workers to achieve overall team success.
Overview
9
9
years of professional experience
Work History
Team Lead, Customer Service
First Bank of Nigeria Limited
2020.05 - 2023.11
- Spearhead the activities of the unit, developing and implementing staff improvement strategies to encourage exceptional performance and boost productivity levels
- Ensure the timely processing of customers’ requests on both offline and online banking services, leading to increased customer satisfaction and significant reduction in wait-time
- Facilitate seamless on-boarding of customers on alternative banking channels (Mobile banking, Online banking, among others), tracking escalated support issues and providing exceptional customer service
- Carefully review incoming and outgoing correspondences in line with bank procedures, while ensuring strict adherence to internal controls, confidentiality policies, and regulatory requirements
- Prepare and distribute reports to provide senior leadership and Department Heads with relevant and current information to make sound and proactive decisions.
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
- Managed risks and mitigated potential issues through proactive planning, monitoring, and timely decision making.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Managed approximately 30 incoming calls and emails per day from customers and stakeholders.
Team Lead
First Bank of Nigeria Limited
2019.05 - 2020.04
- Maintained accurate and updated accounting records in compliance with banking policies and regulatory requirements, reducing the incidence of fraud to the barest minimum
- Reinforced consistent control and operational policies for accounts tracking, reconciliation and reporting
- Achieved over 64% increase in operational efficiency by effectively coordinating the operations of the Cash Unit (Tellers and ATM
- Officers) and ensuring prompt cash indents and requisition for transparency and audit purposes
- Increased branch profitability by driving channel migration and implementing staff reward schemes for surpassing targets
- Provided fast and knowledgeable customer service during offline and online interactions, promptly modifying and authorizing financial transactions above subordinates’ limits.
Service Executive
WorkForce Nigeria
2014.09 - 2019.04
- Resolving customer queries and ensuring 100% customer satisfaction leading to legendary customer experience
- Streamlined operations and prioritized tasks, allowing senior staff to increase revenue by 25%.
- Consulting with customers to understand their
needs and submitting the feedback to management. - Enhanced customer satisfaction by promptly addressing concerns and providing tailored solutions.
- Collaborated with cross-functional teams to ensure seamless service delivery to clients.
- Mentored new hires on company policies and procedures, ensuring quick integration into the team environment.
Education
Data Privacy And Protection -
FIRST ACADEMY
35 Marina Rd Lagos Island07.2023
Completed Professional Development in Information - Information Technology
FIRSTACADEMY
35 Marina Rd Lagos Island05.2023
Bachelor of Science - Economics
Delta University
Abraka10.2012
Skills
- SKILLS AND COMPETENCIES
- Exceptional customer service
- Skills
- Strong communication skills
- (verbal and written)
- Dynamic, Diligent, and Effective
- Influencer.
- Knowledge of banking processes
- Working knowledge of CRM
- Employee Relations
- Account Reconciliation
- Regulatory Compliance
Languages
English
Native or Bilingual
Timeline
Team Lead, Customer Service
First Bank of Nigeria Limited
2020.05 - 2023.11
Team Lead
First Bank of Nigeria Limited
2019.05 - 2020.04
Service Executive
WorkForce Nigeria
2014.09 - 2019.04
Data Privacy And Protection -
FIRST ACADEMY
Completed Professional Development in Information - Information Technology
FIRSTACADEMY
Bachelor of Science - Economics
Delta University
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