SUSAN TAIYE DANIA

• Manage and supervise all aspects of daily branch operations
• Handle customer complaints and inquiries courteously and professionally
• Anchor training and development of team members especially as it relates to positive customer experience and satisfaction
• Maintain customer satisfaction with forward-thinking strategies focused on resolving concerns and addressing customer needs
• Collaborate with team members to achieve target results
• Branch Service Ambassador for Total Quality Management

· Completed over 98% of customer requests received via CRM, I-require and Mails weekly and offering prompt solutions to maintain customer satisfaction.

· Guaranteed positive customer experiences and resolved all customer complaints.

· Worked under strict deadlines and responded to service requests and emergency call-outs.

Resolved issues through active listening and open- ended questioning, escalating major problems to manager.

· Ensured that all my team members adhered to Standard Operating Procedures of our bank

· Consistently met service quality targets by maintaining in-depth knowledge of bank products, services and best practices.

· Constantly met audit goals by creating and maintaining up to date records of each transaction.

· Facilitated smooth running of service and cash management.