Seno Umoh
Vancouver,BC
Summary
Knowledgeable and dedicated customer service professional with extensive experience in banking industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
SGS CANADA
07.2023 - Current
- Generate and maintain spreadsheets, graphs and or reports as assigned by management
- Prepare and provide customers with reports, certificates, and documents for services performed by SGS personnel
- Prepare and forward to customers timely and accurate invoices for services performed
- Receive and validate supplier invoices, assign codes and prepare payment requisitions; maintain payable and receivable accounting files
- Monitor accounts receivable and communicate with customers to collect unpaid account balances when required
- Enter and maintain timely processing of information in Company business systems
- Issue quotations
- Document customer inquiries related to questionable data, late reports, errors in reports and invoices, etc
- Answered constant flow of customer calls with minimal wait times
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
Customer Relationship Manager
Providus Bank Limited
09.2022 - 02.2023
- Maintain deep knowledge of company products and services
- Build and maintain strong relationships with prospective and existing customers.
- Identify clients' needs and requirements and propose suitable solutions
- Provide clients with comprehensive product/service consultations and guiding their decision-making process
- Upsell and cross-sell products/services to clients
- Resolve complaints and issues efficiently and in timely manner
- Strive to meet sales/revenue targets and ensure clients satisfaction.
- Produced and implemented customer satisfaction guarantee program which directly resulted in 80% increase in sales
- Managed customer relations on ongoing basis to maximize customer retention
- Delivered superior customer service to strengthen relationships and drive future business revenue
Profit Center Manager
United Bank for Africa
03.2022 - 09.2022
- Research and identify new business opportunities - including new markets, growth areas, trends, customers, partnerships, products and services - or new ways of reaching existing markets
- Generate leads and cold call prospective customers
- Meet with customers/clients face to face or over phone
- Foster and develop relationships with customers/clients
- Understand needs of customers and respond effectively with plan of how to meet these
- Think strategically - seeing bigger picture and setting aims and objectives in order to develop and improve business
- Work strategically - carrying out necessary planning in order to implement operational changes
- Draw up client contracts in conjunction with legal team.
- Improved overall financial reporting by streamlining control processes and reporting structures
- Established internal audit procedures to validate and improve accuracy of financial reporting
Customer Relationship Manager
Globus Bank Limited
01.2019 - 01.2022
- Produced and implemented customer satisfaction guarantee program which directly resulted in 70% increase in sales
- Directed 11-person team of customer service personnel while helping front-line team members work effectively with over 50-100 daily customers
- Managed customer relations on ongoing basis to maximize customer retention
- Delivered superior customer service to strengthen relationships and drive future business revenue
- Made customers aware of current and new programs and services
- Created customer support strategies to increase customer retention
- Liaised between customers and organization with particular focus on working with sales department
- Conducted training and mentored team members to promote productivity and commitment to friendly service
- Reinforced established quality control standards and followed procedures for optimal customer interactions
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success
- Assisted customers with opening accounts and signing up for new services
- Worked with clients to address and respond to client and partnership management issues
- Built partnerships with diverse internal teams and sales, finance, and operations departments to streamline processes
- Developed summaries to assess each client's participation level and determine targets for follow-up plans
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity
- Maintained client files with sales contracts, records of client interactions, client notes, and other information
Education
MBA - Finance
University Canada West
Vancouver, British Columbia06.2024
Bachelor of Science - Accounting
Madonna University
Nigeria08.2016
Skills
- Account Updating
- Appointment Scheduling
- Data Collection
- Team Development
- Key Stakeholder Relationship Building
- Customer Relationship Management (CRM)
- Administrative Support
- Strategic Sales Knowledge
- Critical Thinking
- Account Management
- Service Upselling
- International Sales Support
Accomplishments
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Resolved product issue through consumer testing.
- Collaborated with team of 6 in the development of new credit facility for new businesses.
- Supervised team of 11 staff members.
Technical Skills And Tools
- Product Management
- Whimsical
- Project management
- Tableau
- Writing technical paper
- Team leadership
- Data Analysis
- Microsoft package
- Slack/Jira
- Sales Leadership
- Creating User flows
- CRM
Awards And Recommendation
- Award of honor and excellence, Globus Bank Limited, 2021
- Recommendation (Performance-Based), Globus Bank Limited, 2016
- Award of Self-less Service, Accounting Department, Madonna University, 2016
CERTIFICATIONS
- DARDEN SCHOOL OF BUSINESS, Leading the Modern-Day Business, COURSERA, 2022, https://coursera.org/verify/specialization/6QAEGR8RDQGF, Digital Transformation, Design Thinking for Innovation, Digital Product Management: Modern Fundamentals, Customer-Centric IT Strategy
- PRODUCTDIVE, Transition into Product Management, 2022, UI/UX, Design Thinking, Wireframe, Product Requirement Document
References
To be provided on request.
Languages
English
Full Professional
German
Elementary
Timeline
Customer Service Representative
SGS CANADA
07.2023 - Current
Customer Relationship Manager
Providus Bank Limited
09.2022 - 02.2023
Profit Center Manager
United Bank for Africa
03.2022 - 09.2022
Customer Relationship Manager
Globus Bank Limited
01.2019 - 01.2022
MBA - Finance
University Canada West
Bachelor of Science - Accounting
Madonna University
Similar Profiles
Neha BhadranNeha Bhadran
Administrative Associate at SGS CanadaAdministrative Associate at SGS Canada
MAYUR LODALIYAMAYUR LODALIYA
Mine Lab technician at SGS CanadaMine Lab technician at SGS Canada
ROSANA SANTOSROSANA SANTOS
Data Entry Clerk at SGS CanadaData Entry Clerk at SGS Canada