Summary
Overview
Work History
Education
Skills
Affiliations
References
Timeline
Generic

JOHN AKOGU OMALE

CUSTOMER SERVICE MANAGER
KADUNA,kaduna

Summary

Dedicated professional with expertise in technical product knowledge and customer service excellence. Exhibits strong emotional intelligence and a positive disposition, cultivating impactful staff training and development initiatives. Utilizes critical-thinking skills to enhance operational efficiency and drive success. Committed to advancing career goals through continuous improvement and strategic growth. Capable of enhancing customer satisfaction and streamlining service processes through strategic planning and strong communication skills. Skilled in conflict resolution, staff training, and fostering positive work environment to drive team performance.

Overview

15
15
years of professional experience
8
8
years of post-secondary education

Work History

CUSTOMER SERVICE MANAGER

ECOBANK NIGERIA LIMITED
Kaduna, Kaduna State
01.2018 - Current
  • Devised strategies to improve customer engagement.
  • Managed challenging situations to ensure customer satisfaction.
  • Implemented training programmes, enhancing team capabilities.
  • Resolved complaints efficiently, fostering customer loyalty.
  • Demonstrated leadership skills in managing diverse teams.
  • Cultivated productive work culture by encouraging teamwork.
  • Promoted products effectively to increase sales.
  • Coordinates various units in operations and ensures synergy for effective service delivery and optimal customer satisfaction
  • Ensuring standard operating procedures are strictly adhered to while treating customer transactions in all operation units
  • Manages different units comprising of 18 staff, coordinating their activities and ensuring synergy for overall productivity
  • Raised company reputation with high-quality customer care.

HEAD CUSTOMER SERVICE

ECOBANK NIGERIA LIMITED
ZARIA, Kaduna State
05.2015 - 12.2017
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Successfully delivered on tasks within tight deadlines.
  • Offered friendly, efficient customer service and handled challenging situations with ease.
  • Delivered exceptional customer service by proactively listening to concerns and answering questions.
  • Ensured customer account opening packages and other personal information are securely stored.
  • Increased customer satisfaction by resolving issues.
  • Managed over 50 customer complains daily ensuring timely resolution

HEAD FUNDS TRANSFER

ECOBANK NIGERIA LIMITED
Zaria, Kaduna State
03.2012 - 05.2015
  • Daily proof and reconciliation of over 23 general ledgers
  • Successfully delivered on tasks within tight deadlines.
  • Supported team by demonstrating respect and willingness to help.
  • Oversaw daily operations to achieve high productivity levels.
  • Issuance of over 20 Managers cheques daily.
  • Initiating over 15 international transfer requests by customers.
  • Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
  • Carried out day-to-day duties accurately and efficiently.
  • Demonstrated respect, friendliness and willingness to help wherever needed.

CASH OFFICER

OCEANIC BANK INTERNATIONAL
Zaria, Kaduna State
12.2009 - 03.2012
  • Maintained confidentiality of financial information, safeguarding client trust.
  • Delivered training sessions to junior staff members, enhancing team competency levels.
  • Handled over 50 customer queries, resulting in increased customer satisfaction.
  • Performed routine maintenance on ATM machines, ensuring seamless customer service delivery.
  • Received cash and cheques and verified genuineness to minimize losses.
  • Observed laid down operating procedures to adhere to internal controls.
  • Ensuring that dual control measures are not compromised.
  • Adhered strictly to anti-money laundering policies, contributing towards safer financial environment.
  • Enhanced customer satisfaction by providing excellent transaction services.
  • Fostered ethical work culture by adhering to stringent corporate governance practices.

Education

B. AGRICULTURE - Agricultural Economics

AHMADU BELLO UNIVERSITY
NIGERIA
10.1999 - 06.2005

Master of Business Administration - FINANCE

AHMADU BELLO UNIVERSITY
Zaria, Kaduna State
10.2015 - 12.2017

Skills

  • Technical product knowledge
  • Positive attitude
  • Staff training and development
  • Customer service excellence
  • Emotional intelligence
  • Critical-thinking
  • Customer retention
  • Interpersonal communication
  • Customer engagement
  • Analytical problem solving
  • Active listening
  • Client management
  • Effective delegation
  • Inventory control
  • Conflict Resolution
  • Time efficiency

Affiliations

  • Playing chess, watching sports especially football, playing table tennis and football

References

References available upon request.

Timeline

CUSTOMER SERVICE MANAGER

ECOBANK NIGERIA LIMITED
01.2018 - Current

Master of Business Administration - FINANCE

AHMADU BELLO UNIVERSITY
10.2015 - 12.2017

HEAD CUSTOMER SERVICE

ECOBANK NIGERIA LIMITED
05.2015 - 12.2017

HEAD FUNDS TRANSFER

ECOBANK NIGERIA LIMITED
03.2012 - 05.2015

CASH OFFICER

OCEANIC BANK INTERNATIONAL
12.2009 - 03.2012

B. AGRICULTURE - Agricultural Economics

AHMADU BELLO UNIVERSITY
10.1999 - 06.2005

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