ETAKPOBUNOR OMOVIE DUDU
Banking
Effurun
Summary
Professional service leader with strong focus on team collaboration and achieving results. Skilled in problem-solving, customer relations, and process optimization. Adaptable to changing needs and reliable in delivering high-quality outcomes. Known for effective communication, conflict resolution, and driving continuous improvement initiatives.
Overview
12
12
years of professional experience
20
20
years of post-secondary education
Work History
Service Manager-Branch Operation & Administration
Sterling Bank Plc
04.2023 - Current
- Supervise branch operations, authorize transactions, and ensure compliance with SLAs.
- Achieved 98% ATM uptime through proactive monitoring and maintenance.
- Resolve customer complaints within SLA, improving satisfaction ratings by 30%.
- Manage branch administration, including ledger reconciliation and staff Supervision.
- Ensures that regulatory, internal policies are complied with during customer onboarding on digital channels.
- Supervised review of over 10,000 accounts opened in the branch.
- Boosted operational efficiency through implementation of lean principles, resulting in reduced waste and improved production timelines.
- Cultivated a culture of continuous improvement by promoting open communication channels for feedback from all levels within the organization.
Deputy Service Manager
Sterling Bank Plc
06.2022 - 04.2023
- Resolved customer complaints in professional and timely manner.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Coordinated with other departments to maintain streamlined and productive workflow.
Team Lead, Customer Service
Sterling Bank Plc
05.2021 - 06.2023
- Customer Experience Leadership: Resolve 80+ daily customer inquiries (product info, service benefits, account issues), achieving a 98% first-contact resolution rate and reducing escalations by 35%.
- Satisfaction & Retention: Boosted customer satisfaction scores by 30% through proactive conflict resolution strategies, personalized follow-ups, and feedback-driven process enhancements.
- Cross-Functional Collaboration: Partnered with Sales, Legal, and IT teams to resolve systemic issues, accelerating problem resolution by 25% and improving interdepartmental workflow efficiency.
- Process Optimization: Designed a centralized knowledge base and training program for new hires, cutting average handling time by 20% and onboarding time by 15 days.
- Team Development: Mentored other colleagues in conflict resolution and product expertise, increasing team productivity by 25% and achieving a 90% employee retention rate.
- Managed risks and mitigated potential issues th rough proactive planning, monitoring, and timely decision making.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
Transaction Processor
Sterling Bank Plc
04.2013 - 05.2021
- Executed interbank transfers (NIP, NEFT, RTGS) worth ₦5B+ monthly with 100% accuracy.
- Managed ATM cash loading and reconciliation, reducing operational errors by 18%.
- Identified sales opportunities and referred customers to branch sales partners.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Processed over 100 daily average customer transactions promptly in accordance with standard process, minimizing wait times.
Education
Primary School Leaving Certificate -
Ugono Primary School
Ugono Orogun 01.1994 - 01.2000
National Examination Council-NECO -
College of Commerce
Warri, Delta, Nigeria 01.2000 - 01.2007
National Diploma - Computer Engineering
Delta State Polychnic
Otefe Oghara 01.2007 - 01.2009
Higher National Diploma - Computer Enginering
Delta State Polychnic
Otefe Oghara 01.2010 - 01.2012
Bachelor of Engineering - Electrical Electronics
University of Portharcourt
Port Harcourt, Rivers State, Nigeria 01.2015 - 01.2018
Skills
Customer service management
Analytical Problem-Solving
Staff Oversight
Employee Skill Enhancement
Collaborative Team Leadership
Process Optimization
Prompt Engineering
Excel Data Analysis
Personal Information
- Place of Birth: Delta State
- Date of Birth: 06/02/88
- Gender: Male
- Nationality: Nigeria
- Marital Status: Married
Timeline
Service Manager-Branch Operation & Administration
Sterling Bank Plc
04.2023 - Current
Deputy Service Manager
Sterling Bank Plc
06.2022 - 04.2023
Team Lead, Customer Service
Sterling Bank Plc
05.2021 - 06.2023
Bachelor of Engineering - Electrical Electronics
University of Portharcourt
01.2015 - 01.2018
Transaction Processor
Sterling Bank Plc
04.2013 - 05.2021
Higher National Diploma - Computer Enginering
Delta State Polychnic
01.2010 - 01.2012
National Diploma - Computer Engineering
Delta State Polychnic
01.2007 - 01.2009
National Examination Council-NECO -
College of Commerce
01.2000 - 01.2007
Primary School Leaving Certificate -
Ugono Primary School
01.1994 - 01.2000