Praise Bidokwu
Hamilton,ON
Summary
Result – oriented customer success professional with over eight years of experience, offering expertise in service delivery, client relationship and account management. Seeking to leverage proven skills in customer advocacy, technical support, and customer experience management to excel in an organization.
Overview
9
9
years of professional experience
1
1
Language
Work History
Account Manager
Stanbic IBTC Pension Managers Limited
08.2022 - 05.2024
- Managed accounts of over 600 affluent individuals with a combined net value of over $14,000,000 acting as a trusted advisor and increasing customer loyalty to the brand
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs. This increased the organization's market share by 30% within 279 employer spaces.
- Championed interactive sessions and engagements within employer spaces to address customer issues and effectively educate them on financial planning.
- Generated reports on client satisfaction, account performance, client engagements and other relevant metrics to track areas for business improvement.
- Actively listened to customers and offered value by cross-selling other products and services offered by the organization to help meet their financial goals.
- Collaborated with internal and external teams to address customer escalations and deliver solutions effectively.
Team Lead – Client Service
Stanbic IBTC Pension Managers Limited
03.2021 - 08.2022
- Led and coordinated the branch Customer Service team to ensure that clients were properly and promptly attended to leading to a 40% reduction in waiting time.
- Acted as back-up for the Regional Head and processed benefit applications in the region in line with standard SLA. This helped to reduce 30% of the workload for the Regional Head.
- Delivered weekly performance reports to track activities in the region and carried out periodic checks to ensure compliance with regulatory guidelines. This reduced the team’s audit exceptions from 10% to less than 1% per quarter
- Trained and mentored 5 new team members to promote productivity, accuracy and professional service
- Reconciliation of documentation discrepancies and monitoring client interactions to ensure correct reporting to senior leadership and management
- Achieved a 95% average customer satisfaction rating winning “Employee of the Month” on different occasions. This is reflected in the commendations and 3 customer-centricity awards received.
Customer Service Representative 2
Stanbic IBTC Pension Managers Limited 2
03.2019 - 02.2021
- Assisted customers through inbound voice calls, emails, and/or chats by providing prompt excellent customer service ensuring zero pending messages or requests.
- Recommended products to customers, explained details and offered advice and assistance to customers, paying attention to special needs or wants.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled customer complaints and pursued resolution while proffering appropriate alternatives within recommended timeframe.
Customer Service Representative 2
Stanbic IBTC Pension Managers Limited
02.2015 - 02.2019
- Engaged an average of 30 walk-in customers daily handling inquiries and requests regarding their pension accounts
- Collaborated with partner teams to resolve customer complaints and promote delivery of excellent service.
- Reviewed client’s withdrawal requests to ensure completeness and validity of documents provided.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Education
MBA - Human Resource Management -
Ahmadu Bello University
B.Sc. - Business Administration -
Covenant University
Skills
- Proficiency in Microsoft Office 365 Tools and Google Suite
- Account Management
- Teamwork and Collaboration
- Project Management and Improvement
- Client Relationship Management
- Documentation, Reporting, Data Review and Entry
- Active Listening and Negotiation
- Creative Problem Solving
- Adaptability and Flexibility
- Excellent Verbal and Written Communication skills
- SaaS and CRM tools (Microsoft Dynamics NAV, Salesforce, Google workspace, Dropbox, Notion, QuickBooks)
- Excellent Technical Support and Troubleshooting
Accomplishments
Implemented new customer support workflows, leading to an 85% increase in response time and efficiency.
Recognized for outstanding performance with awards such as the Country Mark of Excellence Award for outstanding project delivery, Most customer centric staff in the Region and Employee of the Month
Volunteerroles
- Financial Secretary, CSI Project Committee – Benefits Department, Stanbic IBTC Pension Managers Ltd, 2021, Member of the committee responsible for overseeing the building project for a block of six classrooms, teachers’ room and other facilities for a school in a rural community in Benue state, Nigeria
- Member, CSI Project Committee – Benefits Department, Stanbic IBTC Pension Managers Ltd, 2019, Project team member in a committee mandated to successfully deliver the installation of boreholes in a village in Southern Nigeria.
Languages
English
Native or Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Account Manager
Stanbic IBTC Pension Managers Limited
08.2022 - 05.2024
Team Lead – Client Service
Stanbic IBTC Pension Managers Limited
03.2021 - 08.2022
Customer Service Representative 2
Stanbic IBTC Pension Managers Limited 2
03.2019 - 02.2021
Customer Service Representative 2
Stanbic IBTC Pension Managers Limited
02.2015 - 02.2019
MBA - Human Resource Management -
Ahmadu Bello University
B.Sc. - Business Administration -
Covenant University
Work Preference
Work Type
Full TimePart TimeWork Location
RemoteImportant To Me
Company CultureWork-life balanceCareer advancement401k matchPaid time offFlexible work hoursWork from home optionStock Options / Equity / Profit SharingPersonal development programsSimilar Profiles
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