IKOMI ORITSEMATOSAN
Lagos State.,LA
Summary
Successful Relationship officer seasoned in relationship management and employing client management skills for business development and building relationship opportunities. Experienced in supporting business developer to manage clients, cross-selling to generate business and deepening client relationships to achieve business targets. Well-versed in interpersonal skills to achieve operations, sales and cultural performance goals.
Overview
1
1
Certification
16
16
years of post-secondary education
8
8
years of professional experience
Work History
Client Relationship Officer/Investment Advisor
Meristem Securities Limited
Lagos, Lagos
09.2017 - Current
- Retained and grew portfolio of relationships by performing proactive, mobile and value-adding partnership role.
- Liaised with clients by phone, email and text messaging to meet client needs and define expectations.
- Generated new business and referral clients in partnership with financial advisors and branch team.
- Monitored industry trends and provided clients with new information to guide their investment decisions.`
- Educated clients on various financial matters and provided professional recommendations on investment opportunities, products and services based on each clients' individual needs.
- Helped clients plan for and fund retirements using mutual funds and other options to manage, customize and diversify portfolio.
- Reviewed and analyzed client support usage and formulated recommendations in collaboration with our Client Relationship manager.
- Supported the Brand team in mining and analyzing customer data to identify and plan for expansion and additional business.
- Assisted customers with needs such as opening accounts, depositing or transferring funds, updating account details and signing up for new services.
- Managed portfolio of Mass Affluent and Retails clients brought in Business of over N150,000,000 in total assets.
- Boosted sales by 200% and exceeded sales target by employing consultative sales tactics and superior customer care.
- Planned portfolio solutions after carefully analyzing clients' financial health and future requirements.
- Utilized Zanibal and Simplex CRM applications for recording and tracking client interactions.
- Developed and cultivated lucrative relationships with both new and existing clients through effective communication and exemplary interpersonal skills.
- Transcended requirements on consistent basis to satisfy customers
- Capitalized on gaps in market and reached out personally to onboard new clients, process transfer paperwork and set up new accounts.
- Supported the Business development team in mining and analyzing customer data to identify and plan for expansion and additional business.
Customer Information Service Officer
Guaranty Trust Bank Plc
08.2016 - 01.2017
- First contact person for Walk-in bank customer.
- Opening of new account.
- Receiving and resolving customer’s general complaint.
- Teamed up with account managers to monitor and manage accounts.
- Helped an average of 20 customers every day by approaching conversations with positive attitude and focus on customer satisfaction.
- Receiving customer’s feedback and interacting with other departments on feedback received, using this to improve the overall customer experience.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Sales of the Banks product and services to customers and introducing them to alterative channels for carrying out transactions without having to work into the banking hall.
- Provided basic technical support for clients on wide range of company products.
- Evaluated interactions between associates and customers to assess personnel performance and customer satisfaction.
Contact Center Agent
HR INDEXX /GTBANK
Lagos, Lagos
11.2012 - 08.2016
- Provided primary customer support to internal and external customers in GTBank
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Telephone account officers, enabling customer's access to 90% of services offered by the Bank via the phone.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Entered customer information into customized computer system with Basis/Microsoft CRM software to document and organize client records.
- Familiarized self with the Products and Services offered by the Bank, and updating self with the various changes made within and outside the Bank system.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions.
- Acting as a buffer between customers and the bank, giving the bank a positive outlook and also ensuring customers are confident in the Bank's services.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Suggesting means via which the Bank could improve the Services Rendered to customers.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Educated customers on company systems, form completion, and access to services.
- Facilitated communications through management of inbound and outbound customer calls.
- Resolved over 60 customer issues (via call) per shift by researching and exploring answers, implementing solutions and escalating unresolved problems to upper management.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Business Development Intern
POISE Nigeria Ltd
Lagos, Lagos
08.2012 - 11.2012
- Starting an NGO, (Gold Skin Foundation) and affiliating with an existing Albino NGO (Albino Foundation, Ikeja).
- Creating an awareness in society on the need to recognize those living with Albinism, changing the perception of those who have been misinformed about Albinos.
- Project involved working with a team and creating a unique product (Beautiful pouch, complete with writing pad and pens).
- Working with a team as the team head, sourcing for funds and making sales to meet a two week deadline.
- Selling a novel service (Einstein Kid's service, Training Children with Reading disabilities) and also creating awareness to parents about the various disabilities that affect child learning.
Education
NYSC Certificate Delta State University Abraka, Delta State. - undefined
01.2010 - 01.2011
Bachelor of Science - Medical Biochemistry
Delta State University
Delta State 06.2005 - 12.2009
No Degree - WASSCE Certificate
Living Spring International School
Lagos 01.1999 - 09.2004
First School Leaving Certificate(FSLC) - undefined
Emmanuel International
School
01.1992 - 01.1997
Skills
Client Relationship Development
undefinedAdditional Information
- Hobbies: Creative designing Reading Travelling .
Accomplishments
- Supervised team of 4 staff members.
- Resolved product issue through consumer testing.
Certification
CFA FOUNDATIONS
Timeline
Client Relationship Officer/Investment Advisor
Meristem Securities Limited
09.2017 - Current
Customer Information Service Officer
Guaranty Trust Bank Plc
08.2016 - 01.2017
Contact Center Agent
HR INDEXX /GTBANK
11.2012 - 08.2016
Business Development Intern
POISE Nigeria Ltd
08.2012 - 11.2012
NYSC Certificate Delta State University Abraka, Delta State. - undefined
01.2010 - 01.2011
Bachelor of Science - Medical Biochemistry
Delta State University
06.2005 - 12.2009
No Degree - WASSCE Certificate
Living Spring International School
01.1999 - 09.2004
First School Leaving Certificate(FSLC) - undefined
Emmanuel International
School
01.1992 - 01.1997
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