Kingsley Ononiwu
15 Oluwadare Street, Shomolu
Summary
Experienced Customer Service Manager with 4 years of experience in leading and managing a team of customer service representatives to achieve a 25% increase in customer satisfaction ratings. Successfully developed and implemented new customer service policies and procedures resulting in a 15% reduction in customer complaints. Skilled in working with cross-functional teams to deliver projects on time.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Supervisor, Corporate and Investment Banking
Stanbic IBTC
07.2022 - Current
- To supervise the activities of a team of dedicated service consultants
- Serves as a primary point of contact for all Corporate and Investment Banking clients
- Cross-selling and up-selling the different types of digital products offers by the bank including mobile app, Internet Banking, POS, Cards, USSD, QR Codes etc
- Monitor and ensure that these products work optimally
- Treat queries relating to these products
- Advise and assist customers in different types of loans offered by the bank; Short Term Loan (STL), Letter of Credit (LoC), Export loan, Guarantees etc
- Assist is booking of investments including Call deposit, Fixed Deposit, FGN Bonds, Euro Bonds, Treasury Bills, Money Market etc
- Ensure compliance with regulatory policy, process and procedure
- Ensure targets are maintained daily by pre planning activities
- Support the business objectives in the designated corporate sectors namely Oil & Gas, Conglomerates & Industrials, Consumer (FCMG), Financial Institutions, Telecoms & Media, Power & Infrastructure
- Carry out weekly engagement sessions with clients to help develop unique products/services which are shared with management.
- Performs a liaison role between the clients and all other internal support divisions of the bank
- Turn a complaint/unhappy client into a loyal satisfied client with professional, empathetic and service recovery skills
- Carry out daily call-overs to ensure smooth workflow and timely completion of tasks.
- Ensuring that communication on new product, policy, downtime or system maintenance are shared with clients
Client Service Officer
Stanbic IBTC
09.2019 - 07.2022
- Maintaining and improving relationship between customers and the bank
- Offering digital support and resolving card issues
- Ensuring customers’ bank enquiries, requests and complaints are properly handled
- Selling and cross-selling the bank's products
- Managing escalation and difficult customers
- Setting up meetings and onboarding new staff
- Assisting clients in pensions and investment related queries
- Maintained detailed records of all client interactions, ensuring accurate information was available for reference during future engagements.
- Developed strong relationships with clients, fostering trust and loyalty through consistent communication and support.
- Enhanced client satisfaction by promptly addressing inquiries and resolving issues.
Social Media Consultant
U-Connect/Stanbic IBTC Bank
06.2016 - 09.2019
- Engaging customers via social media platforms; Twitter, Facebook, Instagram, LinkedIn, live chat, etc.
- Resolving complaint on Cards, Wallet, Internet and Mobile banking using core banking and other applications.
- Advising customers on the different products of Stanbic IBTC group
- Generating sales lead and ensuring that the customers are onboarded.
Education
Financial Analyst - Financial Analysis
EntryLevel Limited
06.2024
Bachelor of Engineering - Mechanical Engineering
Nnamdi Azikiwe University
Awka, Anambra, Nigeria09.2010
Skills
- Strong planning, organizing and monitoring abilities
- Dynamic approach towards getting things done
- Creative and effective team player
- Good writing and communication skills; calls, emails, live chat, Netcore, social media etc
- Flair for handwork and ability to learn fast
- Good knowledge and usage of desktop publishing (including Canva, Excel, Outlook, PowerPoint, Words) and CRM tools like Finacle, Salesforce, Sprout social etc
- Self-motivated with little or no supervision
- Leadership skills with proven results and commendations
- Ability to use different applications with ease
- Process monitoring and improvement
- Ability to cross-sell and and up-sell
Certification
- Member, Chartered Institute of Bankers of Nigeria (CIBN)
- Certificate in Advance Principles of Customer Service - Klover Harris Limited
- Certificate in Telemarketing and Sales (Customer Care) - Neuro Linguistic Programming (NLP)
- Certificate in Principles of Customer Service - Klover Harris Limited
Timeline
Supervisor, Corporate and Investment Banking
Stanbic IBTC
07.2022 - Current
Client Service Officer
Stanbic IBTC
09.2019 - 07.2022
Social Media Consultant
U-Connect/Stanbic IBTC Bank
06.2016 - 09.2019
Financial Analyst - Financial Analysis
EntryLevel Limited
Bachelor of Engineering - Mechanical Engineering
Nnamdi Azikiwe University
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