Abuchi OKOYE
Quality Assurance| Data Analyst (Excel)| Fraud Desk Support| Card Business Developer| Customer Experience Management| Business Process Improvement| Call Center Manager| Strategy & Operations| Lean Six Sigma
Lagos
Summary
I am a multi-talented professional with experience in process improvement, data analysis, customer experience, and card business management within the financial industry. I have a strong focus on operational enhancements and productivity. One of my significant achievements includes being part of the team that established the non-resident banking desk at Union Bank of Nigeria. Within a month, I successfully recovered over 90 million naira in debt from credit card defaulters. Additionally, I excelled as the top performer in the call centre from 2018 to 2019 and was subsequently promoted to a team leader position.
In WEMA Bank, led the team that tracked over 500 processes in a year and moved service delivery from a 2-star to a 4-star rating.
Overview
4
4
years of professional experience
6
6
Certifications
1
1
Language
Work History
Customer Experience Team Lead
Wema Bank
11.2024 - Current
- Spearheaded service delivery enhancements across Head Office departments, elevating performance ratings from 2-star to 4-star as reflected in Voice of Customer survey results.
- Led the automation of over 50 manual and email-based processes, transitioning them to a centralized ticketing platform, significantly improving efficiency and traceability.
- Designed and implemented a Process Business Partner Framework connecting Head Office departments with the Customer Experience Management team, driving grassroots process improvements.
- Monitored and analyzed performance metrics for over 40 departments across 100+ unique and cross-functional processes, ensuring consistent operational excellence.
- Identified high-performing processes with outdated SLAs, benchmarked them against industry standards, and revised SLAs to enhance competitiveness and customer satisfaction.
- Conducted weekly customer feedback surveys across digital and business banking platforms, enabling real-time insights and continuous improvement of customer touchpoints.
- Championed improvements in the bank’s Contact Center operations, contributing to its recognition as #1 in the KPMG Contact Center Industry Ranking (2024).
- Collaborated with the Trade Services team on sub-squad initiatives to enhance customer experience for key services including Form M, PAAR, NXP, and Letters of Credit.
- Supported re-engagement strategies for customers who dropped off during interactions across various banking touchpoints, improving conversion and retention rates.
- Developed comprehensive Customer Journey Maps for critical banking experiences such as Loan Applications, Onboarding, and Transactional Services, identifying pain points and optimizing user flows.
- Collaborated with the Project Management Office in iteration of different projects across the Information Technology, Retail & Digital Banking divisions.
Customer Experience & Lifecycle Management
Wema Bank of Nigeria
11.2023 - 10.2024
- Responsible for developing and maintaining operational policies and procedures, managing back-office processes, re-engineering, designing, implementing, and monitoring quality assurance.
- Conducts external and internal customer satisfaction surveys to gather pain points which will be used to drive improvements in customer experience.
- Reviewed standard operating manuals, identified bottlenecks and recommended improvement plans for underperforming processes.
- Drove performance for the Head Office departments from a 1-star to a 3-star rating for service delivery.
- Collaborated with cross-functional teams such as the call center, Retail & Business division, Branch & Back-Office operation division for process automation.
- Spearheaded efforts to implement Lean Six Sigma methodologies, offering significant improvements in process efficiency and product quality outcomes.
- Improved process efficiency by streamlining over 100 documentation and standard operating procedures across Head Office Departments.
- Served as a bridge between the branches and support received from Head Office departments to ensure a 5-star customer experience across all touchpoints.
- Successfully identified and reviewed uncompetitive SLAs within the Head Office departments across 56 processes to be competitive industry wide.
Team Member Card Business Development
Union Bank of Nigeria
08.2023 - 11.2023
- Participated in formulation, coordination and implementation of acquisition strategies and programs to grow the profitability of credit cards.
- Successfully drove the purchase of credit cards by 40% compared to previous years.
- Prepare product and procurement proposal for new launch and product revamp.
- Led and managed business operations including, but not limited to process rebate fulfillment, defined marketing plan with business partners and resolved customer complaints.
- Achieved over 90 million naira recouped from credit card defaulters in just one month.
- Closed over 1000 credit card accounts not in use by exited staff and some customers liaising with the reconciliation team.
Team Lead Process Efficiency
Union Bank of Nigeria
01.2023 - 08.2023
- I collaborated with other departments for training and development, one of which was the digital venture unit. We were responsible for training and developing the bank's chatbot, Olla.
- Analysed data and generated reports: I analysed data and generated reports on customer service performance, including call metrics, customer satisfaction scores and agent performance evaluations.
- I conducted regular audits of customer service interactions to ensure that agents were following company policies and procedures.
- I identified areas for improvement and provided training and development opportunities to help agents improve their skills. One notable training plan was the ICU – Intensive Care Unit.
- I led a team of seven members responsible for monitoring and assessing customer interactions (phone, emails, chats) to ensure compliance with company policies, provision of accurate information, and delivery of exceptional customer service.
- Prior to my redeployment, I was on a project with the Head of the Contact Centre for a Video banking system to ease customer efforts for some transactions.
Team Lead Contact Center
Union Bank of Nigeria
06.2021 - 12.2022
- In the Call center, I was tasked with the responsibility of not just the Call center but also providing support to the Fraud desk Team, Cards Unit and virtual banking team.
- Assisted with various IVR steps which make it a first-point contact resolution when customers interact with the IVR.
- Handled queries and ensured service recovery across all social media platforms (IG, Twitter, Facebook, WhatsApp), for dissatisfied customers.
- Team building. I built capacity in every team I found myself in. This makes it easier for subjects to work with little supervision.
- Spearheaded the diaspora banking desk which gave birth to the Non-Resident banking team given the fact I was dedicated to treating the requests and complaints of these diaspora customers.
- Firsthand support to troubleshoot card issues and fraud via cards.
- First-hand knowledge of bank processes, systems, and standard operating manuals.
- Handled Email and SMS communication blasts to customers
Education
Bachelor of Art - History and International Relations
Abia State University
01.2014
MBA - Operations Management
Caleb University
Lagos 04.2001 -
Skills
- Technical Skill: Data Analysis and Visualisation, MS Excel, Basic Power BI, Call Center Operations, Analysis, and Reporting, Risk Management, Process Improvement, PowerPoint presentation, Lean Six Sigma, Project Management, Learning and Development, Card Operations, Team management, CRM software
Certification
U-Connect Human Resources Limited: Customer Experience Management Training December 2019
Accomplishments
Member of Advanced Innovation Group Pro Excellence (AIGPE™), 2023 - 2024
Lean Six Sigma - Green Belt
Timeline
Customer Experience Team Lead
Wema Bank
11.2024 - Current
Customer Experience & Lifecycle Management
Wema Bank of Nigeria
11.2023 - 10.2024
Team Member Card Business Development
Union Bank of Nigeria
08.2023 - 11.2023
Team Lead Process Efficiency
Union Bank of Nigeria
01.2023 - 08.2023
Team Lead Contact Center
Union Bank of Nigeria
06.2021 - 12.2022
MBA - Operations Management
Caleb University
04.2001 -
Bachelor of Art - History and International Relations
Abia State University