Fidelia Ifeanyi
Branch Service Manager
Lagos
Summary
Future ready leader with background in banking and finance. Consistently meet bank and customer service standards. Ready to tackle new challenges in position within Human resource industry where talents in organization and communication skill will be valuable.
Overview
14
14
years of professional experience
15
15
years of post-secondary education
Work History
Branch Service Manager
StanbicIBTC Bank Plc
Lagos
02.2021 - Current
- Heads the banks branch operations and sales
- Conducts interviews and ensures smooth onboarding of team members
- Drives the achievement of KPI and team goals
- Drives exceptional client service delivery
- Holds performance conversation with junior colleagues
- Ensure clients are successfully migrated to the digital channels
- Controls cost to attain profitability
- Vault and cash custodian
- Ensures all team member have the required work tools
- Assist in training and development of staff
- Branch transaction authorizer
- Coordinates meetings and renders report
Customer Service Team Lead
StanbicIBTC Bank Plc
Lagos
03.2017 - 02.2021
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Greeted customers and listened closely to problems described to determine solutions.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Resolved customer service issues using company processes and policies and provided updates to customers.
ATM Custodian
StanbicIBTC Bank Plc
Lagos
03.2012 - 03.2017
- Evaluated systems according to predetermined checklist and noted issues.
- Adhered to safety protocols and policies to reduce workplace hazards.
- Resolved problems, improved operations and provided exceptional service.
- Diagnosed and troubleshot problems, repairing and restoring machines to peak performance.
- Facilitated maintenance team training procedures to align with company standards.
- Monitored company inventory to keep stock levels and databases updated.
Customer Service Officer
StanbicIBTC Bank Plc
Lagos
03.2011 - 03.2012
- Promoted company brand and unique offerings through personalized customer service.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Resolved concerns with products or services to help with retention and drive sales.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Assisted call-in customers with questions and orders.
- Communicated with clients regarding account services, statements, and balances.
- Updated account information to maintain customer records.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Recommended products to customers, thoroughly explaining details.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Bank Teller
StanbicIBTC Bank Plc
Lagos
12.2008 - 03.2011
- Assisted customers with setting up or closing accounts and signing up for new services.
- Educated customers on use of banking website and mobile apps.
- Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
- Counted and packaged currency
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Removed mutilated currency from circulation.
- Sold and cross-sold bank products to new and existing customers.
- Reconciled cash drawer and resolved discrepancies.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Learned about customer's financial needs, established trust and optimized sales opportunities resulting in quality customer service.
- Processed customer transactions promptly, minimizing wait times.
- Recognized needs and referred to appropriate representative or line of business for cross-sell or service opportunities.
Education
Professional Diploma - Human Resources Management
Chartered Institute of Personnel Management
Lagos, Nigeria 08.2014 - 07.2017
Bachelor of Science - Mass Communication
University of Lagos
Lagos, Nigeria 09.2008 - 12.2012
Ordinary National Diploma - Mass Communication
The Polytechic Ibadan
Ibadan, Nigeria 12.2002 - 06.2005
High School Diploma -
Stadium Grammar School
Lagos, Nigeria 09.1994 - 06.2000
Skills
Staff Management
Product training
Revenue Generation
Financial services
Problem solving
Critical Thinking
Communication skill
Analytical skill
Tech-savvy
Confidentiality
Team work
Organizational skill
Time management
Accomplishments
- Sales force trail blazer
- Banking Operations digitization and the future of banking course
- Associate and licensed member, Chartered institute of personnel management CIPM
- Long service award recipient
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
Branch Service Manager
StanbicIBTC Bank Plc
02.2021 - Current
Customer Service Team Lead
StanbicIBTC Bank Plc
03.2017 - 02.2021
Professional Diploma - Human Resources Management
Chartered Institute of Personnel Management
08.2014 - 07.2017
ATM Custodian
StanbicIBTC Bank Plc
03.2012 - 03.2017
Customer Service Officer
StanbicIBTC Bank Plc
03.2011 - 03.2012
Bank Teller
StanbicIBTC Bank Plc
12.2008 - 03.2011
Bachelor of Science - Mass Communication
University of Lagos
09.2008 - 12.2012
Ordinary National Diploma - Mass Communication
The Polytechic Ibadan
12.2002 - 06.2005
High School Diploma -
Stadium Grammar School
09.1994 - 06.2000