Summary
Overview
Work History
Education
Skills
Work Availability
Quote
Timeline
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ALLI KELLY OSAGIE

ALLI KELLY OSAGIE

Accountant
Lagos

Summary

I am an experienced dedicated, competent and result-driven Client Success, Relationship engagement Specialist and Accounts Officer, extensively skilled with 7+ years combined experience in the banking, financial services and consulting industry. With a consistently record-high customer satisfaction ranking, bottom to top notch turnaround of operations performance, manage customer engagement, retention and growth while achieving above and beyond customer satisfaction.

Overview

7
7
years of professional experience

Work History

Team Lead

ACCESS BANK PLC
Lagos
12.2015 - 03.2021
  • Customer Engagement (E-channels, Inbound/Outbound Voice, Email & Social media)
  • Managing a team of 20 agents who engage 120 to 150 customers via multiple interaction platforms on customer inquiries, complaints and requests on various bank products and services, whilst constantly maintaining 85% First Contact Query Resolution (FCR) year on year in the last 5 years
  • Real time monitoring of traffic on all platform and proper queue management to maintain >85% FCR daily
  • Handled complaints expertly, provided appropriate solutions within agreed TAT and SLA, follow up to ensure resolution via inbound/outbound calls & Email
  • Provided periodic weekly report to supervisor highlighting major engagement issues on all available platforms and strategy/ideas for turnaround
  • Provided assistance to both internal and external customers with system upgrades and enhancements, responsible for working with multiple lines of businesses of the bank’s core banking applications in order to define, test and implement system updates and escalate serious issues to IT team & Vendors for second level support;
  • Maintained data and information records sufficient for future references and which meets company and regulatory requirements, documents actions taken to resolve client problems
  • Trained and managed staff on-boarding process and monitored progress for the extent of probationary period while achieving high levels of productivity, handling 500+ Inbound/outbound calls & mails weekly during off-season, averaging 130+ calls & mails daily in peak periods; Monitoring team performance and report metrics
  • Ensuring members adhere to company policies & SOPs
  • Built and managed solid client relationships; go to person for bank staffs to effectively resolve any client issues; Maintained a 98% success rate and exemplary feedback from the client base while sticking to standard TATs & SLAs for service delivery
  • Cross-sells and up-sells bank products and services; managed and updated tickets/service IDs of

Account Officer

STIRRET Consulting
Lagos
07.2015 - 11.2015
  • Processed accounts payables and receivables as needed, Prepared bank deposits, Collated payroll information monthly
  • Provided accounting and clerical support to the Accountant; Tasked with carrying out a variety of bookkeeping activities for a portfolio of clients and maintaining account documents and records
  • Managed vendor relationships and oversee order placements, tracked overall spending and improved bidding processes
  • Identified and documented new business opportunities, attentive and diligent in daily work habits to recognize lapses in service delivery
  • Developed ideas for e-marketing and managing customer base.

Relationship Officer

SMEDAN, Ministry of Commerce & Industry
08.2014 - 07.2015
  • Built productive trust relationships with businesses via face to face contact, telephone calls and follow up emails
  • Created and monitored performance of business plans for SMEs; Engaged in documentation for SME financing projects
  • Engaged in routine monitoring of business records of set up business outfits (Biweekly)
  • Organized regular workshops for indigenes on rudiments of setting up businesses.

Digital Marketer & Social Media Strategist

CONTAGIOUS 128 MEDIA AGENCY
Lagos
04.2014 - 08.2014
  • Planned and managed our social media platforms; received and responded to customer inquiries, issues, complaint and request, identify needs and refer customers as appropriate
  • Dispatched mails and other vital documents to various clients through Mail-chimp
  • Advertising/Marketing of Clients/Companies products through the social media platform such as Facebook, Instagram, YouTube, LinkedIn, Hoot suite etc
  • Collaborated with other team members to design and implement all aspects of digital marketing campaigns including the campaign budget, marketing database, email, display advertising etc
  • Evaluated important metrics that affect our website traffic, service quotas, and target audience.

Education

Bachelor of Science (Hons) - Accounting

Ambrose Alli University

CERTIFICATIONS - undefined

Anti-Money Laundering Course (AML/CFT), Access Bank PLC - undefined

Fraud Management, Access Bank PLC - undefined

Course on Successful/ Essential Selling skills, Access Bank PLC - undefined

NIM (Proficiency Certificate in Management) - undefined

Trainings: Completed courses and seminars in - undefined

Skills

Interpersonal, Collaboration, Organization &Team-Building Multitasking, prioritizing & triagingundefined

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins

Timeline

Team Lead

ACCESS BANK PLC
12.2015 - 03.2021

Account Officer

STIRRET Consulting
07.2015 - 11.2015

Relationship Officer

SMEDAN, Ministry of Commerce & Industry
08.2014 - 07.2015

Digital Marketer & Social Media Strategist

CONTAGIOUS 128 MEDIA AGENCY
04.2014 - 08.2014

Bachelor of Science (Hons) - Accounting

Ambrose Alli University

CERTIFICATIONS - undefined

Anti-Money Laundering Course (AML/CFT), Access Bank PLC - undefined

Fraud Management, Access Bank PLC - undefined

Course on Successful/ Essential Selling skills, Access Bank PLC - undefined

NIM (Proficiency Certificate in Management) - undefined

Trainings: Completed courses and seminars in - undefined

ALLI KELLY OSAGIEAccountant