Ehinomen Regina Okagbare
Birmingham
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Banking industry. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Motivated to maintain customer satisfaction and contribute to company success.
Overview
17
17
years of professional experience
Work History
Branch Operations Supervisor
Transaction Service Group GT Bank PLC
Benin , Edo
03.2016 - 02.2022
- Maintained operational performance rating of above 90% from June 2019 to exit
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences
- Took full advantage of upsell opportunities of banking products and services with new, potential and existing customers
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies
- Reviewed new prospect KYC documents to meet requirements and determine business model risk
- Conducted KYC formality reports on questionable accounts and transactions
- Researched and interpreted corporate documentation to determine business and ownership structure
- Offered internal support for audit, compliance and reporting activities
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals
- Improved office operations by automating client correspondence, record tracking and data communications.
- Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches.
- Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies.
Senior Banking Officer
Transaction Service Group GT Bank PLC
Benin, Edo
07.2011 - 02.2016
- Managed and opened over 200,000 current, saving and business accounts
- Performed duties in accordance with all applicable standards, policies and regulatory guidelines to promote safe working environment
- Served customers pleasantly and efficiently following outlined steps of service
- Proved successful working within tight deadlines and fast-paced atmosphere
- Resolved problems, improved operations and provided exceptional service
- Managed team of 12 employees, training, and professional growth of employees
Banking Officer
Transaction Service Group GT Bank PLC
Abuja
11.2007 - 06.2011
- Helped customers prepare documents required to complete transactions and process requests
- Cross-sold wide range of services and products to increase new business and expand existing customer relationships
- Examined ledger tickets for expenses and fees with accuracy and efficiency
- Adhered to established security procedures and reported potential fraud or safety violations to management for immediate recourse
- Counted currency, coins and checks in cash drawer, vault and ATM
- Supported tellers by processing transactions involving money orders, cashiers checks and payments
- Opened new accounts and made changes to existing accounts
- Presented products and services to customers using in-depth knowledge to answer questions
- Investigated and resolved account issues by offering applicable options to customers.
Assistant Banking Officer
GT Bank PLC
Abuja
12.2006 - 10.2007
- Developed and maintained courteous and effective working relationships
- Improved operations through consistent hard work and dedication
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
- Participated in team-building activities to enhance working relationships
- Actively listened to customers' requests, confirming full understanding before addressing concerns
- Resolved problems, improved operations and provided exceptional service
- Carried out day-day-day duties accurately and efficiently.
Accounts Coordinator
Society for Family Health
Abuja
06.2006 - 11.2006
- Updated internal databases and quick books with account information to maintain concise, clear records
- Facilitated various administrative duties, including weekly status reports, project documentation and client billing
- Prepared, filed and retrieved sales-related documents such as contracts
- Escalated issues to appropriate channels as necessary
- Analyzed invoices to detect discrepancies, duplicate payments and overpayments
- Achieved all specific team objectives and collection activity
- Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping.
Executive Trainee
GT Bank PLC
Abuja
08.2004 - 05.2006
- Enabled revenue generation by pursuing partnerships, sourcing funding and capitalizing on market opportunities
- Managed over 20 customer calls per day.
- Increased customer service success rates by quickly resolving issues
- Remained solutions-oriented in face of complex problems to assist management and overall business direction
- Enhanced operational success through efficient records coordination, supply management and document processing
- Ordered and distributed office supplies while adhering to fixed office budget
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
ADDITIONAL WORK EXPERIENCE
CALL AGENT-REMOTE (PART-TIME/TEMP/REMOTE) 01/09/2022 to 28/10/2022
HINJUDA GLOBAL SOLUTIONS, BIRMINGHAM GB
- Escalated complex matters to management to request information or appropriate action to resolve.
- Answered inbound customer service calls to assist with questions, concerns or problems.
- Updated customer records in CRM to document interactions.
- Leveraged scripts and other resources to answer questions and direct to appropriate resources.
- Supported customers by managing calls efficiently while maintaining professionalism and upbeat tone.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
Education
Master of Science - International Business With Data Analytics
Ulster University
Birmingham02.2023
Associate Chartered Accountant (ACA) - Accountancy
Institute of Chartered Accountants of Nigeria
Lagos, Nigeria11.2005
Bachelor of Science - Accounting
Ambrose Alli University
Ekpoma, Nigeria09.2001
Senior Secondary School Certificate -
Federal Government Girls College Gboko
Benue, Nigeria06.1994
Skills
- Interpersonal skills
- Communication skills
- Ability to work under pressure
- Attention to details
- Customer service skill
- Customer relationship building
- Complaints resolution skill
- Analytical skill
- Microsoft Office (Excel, Word and Powerpoint)
HOBBIES
I love to read educational and entertainment books, I love watching documentaries, true life, comedies and action movies. Christian music is my music to go to and singing is my hidden talent.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
When opportunity is given, loyalty, dedication, commitment and success is sure to follow
Timeline
Branch Operations Supervisor
Transaction Service Group GT Bank PLC
03.2016 - 02.2022
Senior Banking Officer
Transaction Service Group GT Bank PLC
07.2011 - 02.2016
Banking Officer
Transaction Service Group GT Bank PLC
11.2007 - 06.2011
Assistant Banking Officer
GT Bank PLC
12.2006 - 10.2007
Accounts Coordinator
Society for Family Health
06.2006 - 11.2006
Executive Trainee
GT Bank PLC
08.2004 - 05.2006
Master of Science - International Business With Data Analytics
Ulster University
Associate Chartered Accountant (ACA) - Accountancy
Institute of Chartered Accountants of Nigeria
Bachelor of Science - Accounting
Ambrose Alli University
Senior Secondary School Certificate -
Federal Government Girls College Gboko
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