Eberechi Chikezie
Trainer
Plot 9 Hon Rufus Oyedepo Street, Thera Annex , Sangotedo, Lekki,Nigeria
Summary
Experienced training professional with a motivational style and positive attitude. Adept at engaging students with the material by incorporating different technologies, materials and aids. Proven skills in organizing, multitasking and resolving conflicts. Skilled Training Specialist highly effective at conducting personal and group training sessions focused on topics such as Leadership, Personal growths and Peak performance. Enthusiastic personality with a hands-on, creative style. Ready to apply over seven years' experience to a challenging long-term position.
Overview
20
20
years of professional experience
8
8
years of post-secondary education
2
2
Certifications
Work History
Lead Trainer
GrowthLab Consults Limited
Lekki, Lagos
01.2019 - Current
- Facilitated learning through classroom instruction, on-the-job coaching and virtual training for employees.
- Developed and implemented lesson plans and teaching aids such as reference materials and videos.
- Arranged meeting spaces and supporting materials for each class.
- Provided virtual training and online presentations.
- Evaluated training needs to improve training quality.
- Selected training aids, demonstration models, computer tutorials and reference works to use in classroom.
- Have conducted group coaching for class size of over 50 people.
Regional Operations and Service Supervisor
Fidelity Bank PLC
Victoria Island, Lagos
03.2010 - 09.2016
- Assisted with training and development of team members.
- Handled customer complaints and inquiries.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated job knowledge by attending workshops, training sessions and educational opportunities.
- Monitored team's performance and gave feedback when necessary.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Collected and analyzed customer information to prepare product or service reports.
- Supervised over 150 administrative team members and provided constructive feedback, resulting in higher morale and increased employee retention.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Interceded between employees during arguments and diffused tense situations.
Transaction Support Department Head
Fidelity Bank Plc
Victoria Island, Lagos
09.2003 - 02.2010
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Saved money for bank by implementing cost-saving initiatives that addressed long-standing problems.
- Used Microsoft Word and other software tools to create documents and other communications.
- Worked with customers to understand needs and provide excellent service.
- Carried out day-to-day duties accurately and efficiently.
- Collaborated with team members to achieve target results.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record.
- Received and processed stock into inventory management system.
- Worked flexible hours across night, weekend and holiday shifts.
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
- Managed over 70 customers daily
Customer Service Officer
Fidelity Bank PLC
Victoria Island, Lagos
07.2000 - 08.2003
- Resolved concerns with products or services to help with retention and drive sales.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Completed data entry to record call notes, suggestions and questions.
- Communicated with clients regarding account services, statements, and balances.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted call-in customers with questions and orders.
- Coordinated solutions for high volume of customer inquiries per day while meeting and exceeding performance quotas.
- Offered basic technical support for clients on wide range of company products.
- Set up service appointments to handle advanced technical concerns at customer locations.
- Responded to customer calls and emails to answer questions about products and services.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Updated account information to maintain customer records.
- Recommended products to customers, thoroughly explaining details.
- Recorded account information to open new customer accounts.
- Responded to customer requests for products, services and company information.
- Answered product and service questions, suggesting other offerings to attract potential customers as much as 40 per day.
- Promoted company brand and unique offerings through personalized customer service
Education
Master of Science - Professional Accountancy
University of London
London United Kingdom 01.2018 - 12.2018
MBA - Business Administration
ESUT Business School,
Enugu, Enugu State. 01.2005 - 07.2007
B.Tech - Food Science And Technology
Federal University of Technology,
Owerri, Imo State 01.1993 - 08.1997
Skills
Training and mentoring
Scheduling training sessions
Operations management
Project and Program Management
Organizational leadership
Client relationship management
Curriculum design
Lesson Planning
Team Building
Training program development
Leading seminars
Employee training
Public speaking
Workshop coordination
Online training experience
Writing
Certification
Maxwell Leadership Certified Team
Association of Chartered Certified Accountants
Body of Professional Accountants.
Timeline
Lead Trainer
GrowthLab Consults Limited
01.2019 - Current
Master of Science - Professional Accountancy
University of London
01.2018 - 12.2018
Regional Operations and Service Supervisor
Fidelity Bank PLC
03.2010 - 09.2016
MBA - Business Administration
ESUT Business School,
01.2005 - 07.2007
Transaction Support Department Head
Fidelity Bank Plc
09.2003 - 02.2010
Customer Service Officer
Fidelity Bank PLC
07.2000 - 08.2003
B.Tech - Food Science And Technology
Federal University of Technology,
01.1993 - 08.1997