Avaya
Elizabeth Ofili
Customer Service || Administration|| Banking
Ibeju Lekki,Lagos
Summary
- Dedicated professional with history of meeting company goals utilizing consistent and organized practices.
- Possess a highly practical understanding of business needs and effective at incorporating creative leadership skills to achieve business objectives.
- Consistently achieve record-high customer satisfaction rankings, improvements to the bottom line and turnaround of underperforming operations.
- Strong problem-solving skills; ability to make independent decisions; manage conflicting priorities in a fast-paced environment
- Approachable and responsive resource with the ability to connect with employees at all levels
Overview
8
8
years of professional experience
10
10
years of post-secondary education
2
2
Certifications
1
1
Language
Work History
Team Lead Ombudsman
Access Bank (Contact Center)
, Lagos
04.2021 - Current
- Investigating customer’s claims on issues of excess/undue charges, and interest capitalization earned on savings account.
- Reversal of excess/undue charges, and interest capitalization for valid claims that had exceeded SLA (Service Level Agreement).
- Exceptional reversals of excess/undue charges, for claims that is still within SLA (Service Level Agreement).
- Refer and advise units/branches of the bank on departments to liaise with when in doubt of the right escalation unit.
- Raise dispute for failed transactions on third party platforms and liaise with Acquiring Banks for resolution.
- Review exceptional Reversals processed for customers and ensure there are no duplicated entries into customers’ accounts and ensure that the Bank’s GLs are appropriately and duly reconciled.
- Worked flexible hours; night, weekend, and holiday shifts.
- Managed team of 15 employees, overseeing daily operations to ensure high levels of productivity.
Team Lead, Email and Live Chat Services
Access Bank (Contact Center)
, Lagos
05.2018 - 04.2021
- Managed a functional team of 20 persons and ensured team productivity and customer satisfaction are top priority.
- Authorized account restrictions (memo on account and No Debit Status) and blacklisted mobile banking platform (USSD)thereby reducing the rate of fraud by 20%.
- Spearheaded trainings on spend limit on dollar debit cards and online and mobile banking channels.
- Executed chargeback of failed transactions via POS and ATM channels (Unified payments dispute Manager) reducing the turnaround time by 10%
- Overhauled customer satisfactions scores to 80% and higher by creating a team focus and using customer centric processes.
- Designed performance improvement plan (PIP) for team.
- Created People Development Chart (PDC) based on identified training needs and attained 95% quarterly training plan for all staff under my supervision.
- Managed a high volume workload within a deadline driven environment with speed, accuracy and professionalism.
- Provided customer feedback to management for improvement.
Contact Center Specialist (Emails and Live Chat)
Access Bank Contact Center
, Lagos
12.2015 - 05.2018
- Liaised with clients by phone, email and live chat to meet client needs and define expectations.
- Utilized dynamics CRM application for recording and tracking client interactions.
- Implemented effective cross selling and up selling strategies of bank’s products and services, exceeding personal sales target by 19%.
- Implemented procedures that enhanced customer service efficiency by 36% & customer base by 15%
- Monitored, followed up and escalated cases to meet customer response commitments.
- Achieved pre-determined performance targets on a monthly basis by 100%.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Participated in team building activities to enhance working relationships.
Administrative Assistant
National Troupe Of Nigeria (NYSC)
, Lagos
04.2014 - 05.2015
- Drafted agendas, recorded minutes and created documents for meetings.
- Recorded expenses and maintained accounting records.
- Monitored premises, screened visitors, updated logs and issued passes to maintain security.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Monitored supervisor's work calendar and scheduled appointments, meetings and travel.
- Supported efficient meetings by organizing spaces and materials, documenting discussions and distributing meeting notes.
TV Host
Sound Vision Media
, Lagos
08.2008 - 09.2009
- Delivered exceptional programming to audience members by always researching events, guests and programs thoroughly.
- Built broadcast storylines to interest listeners and grow station audience.
- Played music tracks from playlists provided by station management.
- Made promotional appearances at public events.
- Researched topics for comment and discussion.
- Introduced upcoming broadcasts and guided audience through entertainment.
- Interviewed show guests and moderated discussions.
- Read prepared scripts for radio and television shows.
Education
Bachelor Of Science - Computer Science
University of Ibadan
Ibadan, Oyo State 09.2009 - 04.2014
Secondary School Leaving Certificate -
Shepherd Hill High School
Lagos 10.2000 - 10.2005
Skills
Operations Management
Policy Implementation
Effective Query Resolution
Staff Supervision
Customer Onboarding
Institutional Client Management
Stakeholders Account management
Critical Thinking
Interpersonal Communication
Oral and Written communication
Accomplishments
- Achieved 97% customer satisfaction by completing tasks with accuracy and efficiency.
- Awarded best relationship manager for first and second quarter of 2021
Software
Egain
CRM (Enterprise, Resolve and Dynamics)
Microsoft Office Suite
Postilion
FCUBS
Unified Payments Dispute Manager
Extra Switch
Certification
Professional Conduct and Ethics Certification | CIBN
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
It is never too late to be what you might have been.
George Eliot
Timeline
Team Lead Ombudsman
Access Bank (Contact Center)
04.2021 - Current
Anti-Money Laundering | Access Bank Plc
04-2021
Professional Conduct and Ethics Certification | CIBN
06-2019
Team Lead, Email and Live Chat Services
Access Bank (Contact Center)
05.2018 - 04.2021
Contact Center Specialist (Emails and Live Chat)
Access Bank Contact Center
12.2015 - 05.2018
Administrative Assistant
National Troupe Of Nigeria (NYSC)
04.2014 - 05.2015
Bachelor Of Science - Computer Science
University of Ibadan
09.2009 - 04.2014
TV Host
Sound Vision Media
08.2008 - 09.2009
Secondary School Leaving Certificate -
Shepherd Hill High School
10.2000 - 10.2005