Ezulagbo Ijeoma Obielo
Customer Service Representative
Shomolu
Summary
I have 8 years of valuable experience in Customer Experience, Contact Center Operations, Customer Service, Application Support, Product Management, E-Banking, Business Development, Process Improvement, Recruitment and Onboarding. I am efficient in building, managing, and supporting products/applications customers love which is evident in Access Bank. An Associate Member of the Chartered Institute of Personnel Management (CIPM) with a Professional Diploma in Human Resource Management, a certified PDA Analyst and Coach and a Diploma in Product Manager. When I am not working on improving processes on E-Banking and Contact Center Operations related projects at Access Bank, I, manage two e-Commerce Stores @Prettiblingz and @Fooddiaryng, executing promotional campaigns, providing, and analyzing insights on users shopping trends to support assortment selection and identify gaps, enhancing user journey map whilst ensuring customer satisfaction and accelerating growth and retention.
Overview
8
8
years of professional experience
12
12
Certifications
Work History
Team Lead
Access Bank PLC
Lagos
01.2021 - Current
- Operations, Currently leading a team of 60+ Analysts that handles operations and service delivery on all banks E-channel platforms such as ATM debit and credit cards, Internet/online or mobile banking services, USSD Code services, WhatsApp, and BOT chat services (Tamada), Soft/Hard Tokens and SMS/Email Alert services.
- Responds and resolved an average of 100 customer inquiries, complaints, issues, and request regarding the bank's electronic banking products & channels daily; Recorded at least 90% First Contact Query Resolution (FCR) within 10 months.
- Aid both internal and external customers with system upgrades and enhancements, responsible for working with multiple lines of businesses of the bank such as to define, test and implement system updates and escalate serious issues to IT team & Vendors for second level support.
- Completes daily monitoring, report generation and tasks as required.
- Recruitment, training, on-boarding process and monitoring progress past probationary period to nurture in the field of excellent services and support agents in their development while achieving high levels of productivity.
- Handles all paperwork for vendor contracts and engagement, terminations, absences, sick leave, and promotions.
- Ensuring members adhere to company policies and Standard Operating Procedures (SOPs)
- Building and managing solid client relationships B2B and B2C to effectively resolve any client issues; Maintained a 98% success rate and exemplary feedback from the client base while sticking to standard Turn Around Time (TATs) and Service Level Agreements (SLAs) for service delivery
- Created, edited, updated, and maintained policies and procedures for business-based E-Banking channels ensuring they are in the appropriate format and adhere to the enterprise
- Possess strong leadership, communication skills and positive attitude
- This is characteristically seen in my ability to streamline procedures and simplify processes used routinely to optimize Agents and Shift leads productivity and to enhance customer journey map.
- Managed HR operational activities in the Contact Center unit, from administrative support on projects, ISO and PCIDSS compliance.
- Fluent in English with excellent written and communication skills.
Supervisor
Access Bank Contact Center
Lagos
01.2019 - 12.2020
- Digital Interactive Channels (Live Chat, Social Media & Email)
- Co-creation and deployment of Transaction Confirmation Portal to aid the review of transactions before passing exceptional reversals for NIP transactions, USSD airtime request and bills pay, Ibank NIP and Diamond Mobile NIP to have a platform to fall back on during downtimes
- Impacted in the reduction of average wait time on the Live Chat Platform from 7 minutes to 1 minutes 21 seconds.
- Deployed and integrated Social Baker Tool for a more robust user friendly Social Media Tool with average response time significantly impacted from 6 hours to 1 hour SLA.
- Deployed and integrated Avaya-Koopid Live Chat Application for a more robust tool to deploy and measure CSAT on the desk.
- Collaborated with IT Operations, Digital Banking, Corporate Application teams, planned and deployed Bank's Omni channel Bank world platform project that merged the internet and mobile banking platform into one.
- Tracked Social Baker, Avaya Live Chat and Avaya Email dashboard for productivity and AHT.
- Monitor Agents activity and handle difficult interactions to manage customer experience across our digital space.
- Deployed customer experience surveys and products surveys to measure voice of customer.
- Recruitment, Training and onboarding of new Agents.
- Managed HR operational activities in the Contact Center unit, from administrative support on projects, ISO and PCIDSS compliance.
- Fluent in English with excellent written and communication skills.
Supervisor, Inbound
Access Bank PLC
Lagos
01.2016 - 12.2018
- Deployment of the revamped Contact Centre IVR plus self-service and testing.
- Drove the adoption of IVR as a channel for customers to source for information on top ten enquires as well as handling salient requests such as block cards, block accounts, funds transfers, check balance, etc.
- Self-service rate moved from0.1% to 35%.
- Deployment of the Call Back Assist Application to reduce Customers’ wait time on the queue.
- Promoted outstanding customer relations in teams.
- Collaborate and engaged other departments to ensure optimal levels.
- Achieved 85% in FCR and CSAT.
- Manage the HR end to end recruitment processes for Inbound and Outbound Agents, training, onboarding and leaver's offboarding.
- Reporting and Monitoring Agents progress till probationary period while achieving high levels of productivity, handling 700+ Inbound/outbound calls & mails weekly during off-season, averaging 100+ calls daily in peak periods; Monitoring team performance and report metrics.
Talent Acquisition Coordinator
Access Bank PLC
Lagos
01.2015 - 12.2015
- Developed and maintained strong working relationships with executives, HR team and hiring managers to foster partnerships that produced consistent results.
- Reviewed employment applications and background check reports to facilitate hiring process.
- Identified and created recruitment and administrative performance metrics and data to analyze trends, drive change and assess progress.
- Sourced and screened candidates for Entry level roles and worked with hiring managers to coordinate interviews, offers and onboarding.
- Involved in cyclical recruitment of entry level staff to fill the various manning gaps.
- Designing and delivering employee training programs. For example, Individual, team, skill-based and management training.
- Effectively managed the recruitment of over 500 entry level staff and150internswithinaneight-month period) to support the Bank's service initiatives.
- Actively involved in organizing career fair, campus recruitment and campus testing in partnership with Global Careers Africa.
- Maintained partnership with top 5 universities in the UK and campus recruitment in 18 universities in Nigeria – to build the talent pool.
- Managed online recruitment campaign #1010 and The Inbetweeners (The Geeks).
- Developed an iRecruit tracker with enhanced report generation.
- Monitor induction and onboarding effectiveness for new hires.
Private Bank Customer Service Representative
Access Bank plc
Lagos
01.2014 - 12.2014
- Identified issues, analyzed information and provided solutions to problems.
- Worked with customers to understand needs and provide excellent service.
- Reviewed and analyzed various company financials for proper decision making in credit structuring.
- Managed customer relationships and cross sold the bank's products and services.
- Actively involved in report generation and management presentations.
- Managed abalancesheet of₦500million and made a profit of 75%.
Education
B.Sc. - English Hons
University of Lagos
M.A - English
University of Lagos
Skills
Excellent communication
Effective Listening
People Management SkillsCreativity and InnovativeAnalyticsDesignTime management
Conflict resolution
Process improvement and simplificationTeamworkIT skillsProactiveDependability
Reading physical and emotional cues
Certification
IELTS General Training 2019
Timeline
Team Lead
Access Bank PLC
01.2021 - Current
Supervisor
Access Bank Contact Center
01.2019 - 12.2020
Supervisor, Inbound
Access Bank PLC
01.2016 - 12.2018
Talent Acquisition Coordinator
Access Bank PLC
01.2015 - 12.2015
Private Bank Customer Service Representative
Access Bank plc
01.2014 - 12.2014
B.Sc. - English Hons
University of Lagos
M.A - English
University of Lagos