LUCKY AGBOGE OGWAMA
Team Lead, Client Care & Engagement
Lagos
Summary
Results-driven professional with over 15 years of expertise in operation management, business administration, customer service, team leadership, and operational efficiency. Recognized for delivering exceptional customer experiences, optimizing processes, and driving organizational growth through strategic problem-solving and cross-functional collaboration.
Overview
18
18
years of professional experience
13
13
years of post-secondary education
1
1
Certification
Work History
Team Lead, Client Care & Engagement
KOINS MICROFINANCE BANK
Lagos, Lagos
05.2019 - Current
- Led and supervised a team of 15+ customer service officers across the front desk, call center, social media, and email channels, ensuring seamless operations and enhanced customer experience
- Drove customer-centric initiatives, achieving a 30% reduction in dispute resolution time and minimizing process failures through proactive issue management
- Collaborated with cross-functional teams, improving first-call resolution rates by 25%, leading to higher customer satisfaction and operational efficiency
- Monitored and analyzed quality assurance metrics, identifying key areas for improvement, resulting in a 40% increase in service efficiency and a 20% boost in customer retention
- Managed high-volume customer interactions, resolving 95% of inquiries, complaints, and service requests within the first touch point
- Implemented tele-sale strategies, driving a 35% increase in upselling and cross-selling conversions, contributing to overall revenue growth
- Prepared and issued over 500+ financial documents per quarter, including letters of indebtedness, account statements, and credit reports, ensuring accuracy and compliance
- Verified and authorized transactions, maintaining a 99.5% accuracy rate, reducing errors, and ensuring strict adherence to regulatory standards
- Optimized loan status confirmation and payment verification processes, reducing turnaround time by 40% through collaboration with correspondent banks
- Conducted 2nd-level call-over of transactions, improving transaction validation accuracy by 98%, minimizing errors, and enhancing financial controls
- Oversaw account opening, loan booking, and fixed deposit administration, processing an average of 1,200+ transactions monthly with precision and efficiency
- Ensured proper reconciliation and closure of outstanding items, leading to a 50% reduction in unresolved cases and improved financial reporting
Head Teller
KEYSTONE BANK
Lagos, Lagos
09.2008 - 04.2019
- Supervised cash/teller and funds transfer units, ensuring 100% compliance with approval limits, regulatory requirements, and proper documentation
- Resolved operational issues promptly, reducing transaction processing errors by 30% and mitigating financial risks
- Managed risk assessment for transactions, enhancing fraud detection and ensuring a 98% accuracy rate in transaction approvals
- Maintained vault cash insurance limits, ensuring optimal cash flow management and securing assets within regulatory thresholds
- Oversaw ATM custodianship, improving uptime and reducing cash shortages by 25%, ensuring uninterrupted customer access
- Processed trade services, including 200+ Form M/LC, PAAR, and inter/intra-bank transfers monthly, ensuring seamless international and domestic transactions
- Managed e-payments (Pay Direct, Remita, E-bills), facilitating over ₦500M in payments for LIRS, FIRS, and utility bills with 99.9% accuracy
- Handled international money transfers (Western Union, Money Gram), processing 1,500+ transactions monthly, ensuring compliance with anti-money laundering (AML) policies
- Processed savings and current account transactions, achieving a 95%+ efficiency rate in handling deposits, withdrawals, and account servicing
Teller
Wema Bank
Lagos, Lagos
11.2006 - 08.2008
- Processed and reconciled high-volume cash transactions, including lodgments, withdrawals, and account postings for savings and current accounts, maintaining a 99.9% accuracy rate and strict regulatory compliance
- Cleared and processed interbank and intra-bank cheque, reducing processing turnaround time by 25% and ensuring timely fund availability for clients
- Managed international money transfer payouts via Western Union, Money Gram, and RIA, ensuring secure, seamless, and 100% AML-compliant disbursements
- Facilitated bulk cash handling and treasury operations, ensuring efficient vault management, adherence to insurance limits, and risk mitigation
- Executed salary processing, dividend payments, and bulk disbursements for corporate and retail clients, enhancing payroll efficiency and reducing transaction disputes by 30%
- Processed electronic funds transfers, including NEFT, RTGS, and SWIFT transactions, ensuring seamless interbank settlements with a 98% first-time success rate
- Monitored and reconciled suspense accounts and outstanding transactions, ensuring timely resolution of discrepancies and improving financial reporting accuracy
Education
Professional Certification - Personnel Management
Chartered Institute of Personnel Management
Lagos 01.2022 - 01.2023
HND - Business Administration
Yaba College of Technology
Lagos, LA 01.2010 - 01.2022
Skills
- Customer Relationship Management (CRM)
- Team Leadership & Development
- Operational Efficiency & Process Optimization
- Telesales & Lead Generation
- Conflict Resolution & Dispute Management
- Performance Metrics & Quality Assurance
- Resource Allocation & Optimization
- Financial Operations & Reconciliation
- Risk Assessment & Compliance
- Project Management
Certification
LinkedIn online certificate courses, 01/01/22
Awards
Best staff recognition award by current employer, 01/01/23
Timeline
Professional Certification - Personnel Management
Chartered Institute of Personnel Management
01.2022 - 01.2023
Team Lead, Client Care & Engagement
KOINS MICROFINANCE BANK
05.2019 - Current
HND - Business Administration
Yaba College of Technology
01.2010 - 01.2022
Head Teller
KEYSTONE BANK
09.2008 - 04.2019
Teller
Wema Bank
11.2006 - 08.2008
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