Programming - Python
James Agba
Customer Success Manager
20 Hamzat Lane, Ebute-Metta, Lagos.,Lagos
Summary
A data-driven customer experience management professional with 4+ years in the financial services industry.
I work with customers, helping them understand and experience the value of the products and services they use, while also helping the firm obtain the maximum value from the customer's lifetime journey.
My expertise includes Customer Experience Management, Customer Relationship Management, Customer Value Management, Business Data Analysis.
Overview
2
2
Certifications
6
6
years of post-secondary education
6
6
years of professional experience
Work History
Remote Sales Advisor
First Bank of Nigeria Limited
Lagos, Lagos
10.2019 - Current
- Managed a portfolio of the Mid Affluent & Micro SME segment of the bank's customers to understand their needs and provide bespoke products and excellent service offerings to meet their finance and investment needs.
- Generate new business leads through targeted and active engagements with existing customers to explore new opportunities and referrals.
- Developed monthly summaries and reports to assess customers profitability level and determine targets for follow-up.
- Built and maintained relationships with the bank's mid affluent and Micro SME customers using technology-led smart communication models to better understand their needs, evaluate current product use and cross-sell new products.
- Achieved156% of annual deposit growth target.
Head, Customer Service
First bank of Nigeria Limited
Onitsha Main Branch, Onitsha, Anambra State
02.2018 - 11.2018
- Oversaw day-to-day management of a team of customer service officers, supervising their performance, correcting problems and boosting efficiency to optimize team operations.
- Promptly resolved escalated customers complaints ensuring customer satisfaction and brand loyalty.
- Trained and regularly mentored team members on performance-oriented strategies and customer service techniques.
- Implemented innovative queue management strategy which reduced customers waiting time by 50%.
Customer Service/Sales Executive Trainee
Globacom Telecommunication
Onitsha, Anambra State
11.2014 - 04.2016
- Handled customers inquiries, complaints, call tariff/charging questions, data bundling/configuration, E-TOP UP
- Calm angry subscribers, repair trust, locate resources to resolve their problems and introduce them to new and better offers.
- Direct Sales and distribution of the company’s products and services to customers.
- Training of newly employed Reps and regular retraining of existing workers
Education
Bachelor of Science - Biochemistry
Kogi State University
Anyigba, Kogi State 02.2009 - 01.2013
Post Graduate Diploma - Computer Science
University Of Lagos
Akoka, Lagos 2021 - Current
Skills
Customer Relationship Management
undefinedCertification
Institute of Chattered Accountants of Nigeria (ICAN) - In-View.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
Oracle Business Intelligence Suite
Microsoft CRM Dynamics 365
Microsoft Office Suite - Excel, PowerPoint
SQL, Power BI
Quote
Creating engaging and loyal customers.
Timeline
Post Graduate Diploma - Computer Science
University Of Lagos
2021 - Current
Remote Sales Advisor
First Bank of Nigeria Limited
10.2019 - Current
Head, Customer Service
First bank of Nigeria Limited
02.2018 - 11.2018
Customer Service/Sales Executive Trainee
Globacom Telecommunication
11.2014 - 04.2016
Bachelor of Science - Biochemistry
Kogi State University
02.2009 - 01.2013
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