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
Scheduled services
Effective communication
Procedure review
Flexible and Adaptable
Written Communication
Organization and Time Management
Critical Thinking
Teamwork and Collaboration
Planning and Coordination
Active Listening
Training and Development
Certification
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