GODSWILL EMEREUWA
Cards Services And E-Buisness
Ipaja
Summary
A result-oriented, progressive and dynamic professional with academic training in Quantity Surveying. My objectives and goals encourage creativity and innovation which are strategically driven towards achieving growth, innovation, and profitability.
I am a great team player and possess a very resourceful skillset which allows me to thrive in an environment that promotes mutual appreciation of teamwork and smart work.
I am also a collaborative leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
5
5
years of professional experience
8
8
years of post-secondary education
3
3
Certifications
Work History
Card Services
United Bank for Africa
Lagos
10.2021 - Current
- Researched and resolved customer complaints and disputes related to credit card accounts.
- Assisted customers with questions and inquiries to provide information regarding credit card accounts.
- Assisted customers with questions and inquiries to provide information regarding prepaid card services
- Assisted customers with questions and inquiries to provide information regarding debit card services
- Card production for the Bank and Affiliate Countries
- Personalization vendor liaison and relationship management
- E-business operations
Blockcard and Fraud Analyst
United Bank for Africa
Lagos
06.2019 - 09.2021
- Real time card blocking on inbound calls and email
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Reviewed transactions and receipts to identify any suspicious activity.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Process development for optimized customer experience and satisfaction
- Improvement of process flow for reduction of fraud and loss of resources on customer’s account
- Resolved problems, improved operations and provided exceptional service.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Learned and adapted quickly to new technology and software applications.
- Demonstrated creativity and resourcefulness through the development of innovative solutions.
- Organized and detail-oriented with a strong work ethic.
- Strengthened communication skills through regular interactions with others.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Coached and trained staff on fraud prevention techniques to increase awareness and reduce risk.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
Customer Experience Expert
United Bank for Africa
Lagos
03.2018 - 06.2019
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Maintained extensive knowledge of company products to recommend items aligned with customer needs.
- Monitored customer feedback to identify areas of improvement in customer experience.
- Investigated customer complaints and escalated issues to address critical requests.
- Engaged in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.
- Trained new customer service agents on policies and procedures to support favorable customer experiences.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Cooperated closely with other departments to support achievement of customer experience outcomes.
- Sought ways to improve processes and services provided.
- Increased efficiency and team productivity by promoting operational best practices.
- Trained staff on operating procedures and company services.
Education
Bachelor of Technology (B.Tech) - Quantity Surveying
Bells University of Technology
Ota, Nigeria 06.2019 - 11.2022
Higher National Diploma (HND) - Quantity Surveying
Yaba College of Technology
Yaba, Nigeria 07.2014 - 04.2016
National Diploma (ND) - Quantity Surveying
Yaba College of Technology, ND
Yaba, Nigeria 01.2010 - 10.2012
Skills
Credit card systems
undefinedCertification
NATIONAL YOUTH SERVICE CORPS (NYSC) January 2017 – December 2017
Music
I am an explorative music listener.
Timeline
Card Services
United Bank for Africa
10.2021 - Current
Blockcard and Fraud Analyst
United Bank for Africa
06.2019 - 09.2021
Bachelor of Technology (B.Tech) - Quantity Surveying
Bells University of Technology
06.2019 - 11.2022
Customer Experience Expert
United Bank for Africa
03.2018 - 06.2019
Higher National Diploma (HND) - Quantity Surveying
Yaba College of Technology
07.2014 - 04.2016
National Diploma (ND) - Quantity Surveying
Yaba College of Technology, ND
01.2010 - 10.2012
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