NKIRUKA FAITH OKOYE
ABUJA
Summary
Dynamic leader with a proven track record at FIDELITY BANK PLC, enhancing customer satisfaction and streamlining operations. Excelled in problem-solving and leveraging Microsoft Office to drive efficiency. Mentored teams towards 80% reduction in customer complaints, demonstrating exceptional customer service and collaboration skills.
Overview
16
16
years of professional experience
Work History
Customer Service Manager
UNITED BANK FOR AFRICA PLC
ABUJA NIGERIA
12.2022 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints by 80%, by proactively addressing issues and implementing effective solutions.
- Managed over 20 complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Improved service delivery consistently for 1 year by monitoring and adjusting workflows.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
Customer Service Department Head
FIDELITY BANK PLC
ABUJA NIGERIA
01.2020 - 11.2022
- Identified opportunities and found solutions for continuous improvement.
- Managed time to cover daily sales, delivery and inventory requirements, oversee cash deposits and reconcile weekly payroll.
- Led, built and developed team for modeling service excellence.
- Led a team of customer service representatives, ensuring consistent delivery of exceptional support.
- Reduced call wait times by creating efficient scheduling plans and optimizing workforce allocation.
- Successfully drove new product lines to increase annual profits by 60%.
Funds Transfer Officer
FIDELITY BANK PLC
ABUJA NIGERIA
01.2018 - 12.2019
- Identified opportunities for process improvements within the department, leading to increased efficiency and reduced turnaround times for funds transfers.
- Enhanced funds transfer efficiency by implementing streamlined procedures and optimizing system functionality.
- Maintained detailed records of all transactions, facilitating accurate reporting for management review and decision-making purposes.
- Upheld data integrity by meticulously verifying beneficiary details before processing payments.
- Trained new tellers in processes and procedures for financial institution, answering questions and providing guidance.
Cash Officer
FIDELITY BANK PLC
ABUJA NIGERIA
01.2016 - 12.2017
- Maintained accurate cash balances by diligently counting currency, checks, and other negotiable instruments.
- Improved customer satisfaction by efficiently processing cash transactions and providing prompt service.
- Enhanced operational efficiency by consistently reconciling daily transactions and resolving discrepancies.
- Supported branch operations by conducting regular audits of cash drawers and vaults, ensuring accuracy and compliance.
- Managed ATM servicing tasks such as replenishing funds, troubleshooting issues, and coordinating maintenance support when needed.
- Mitigated risk of fraud by diligently verifying customer identification for high-dollar-amount transactions.
- Strengthened internal controls by adhering to company policies and regulatory guidelines during cash handling activities.
- Prepared internal and regulatory financial reports, balance sheets and income statements.
TELLER
FIDELITY BANK PLC
ABUJA NIGERIA
10.2008 - 12.2016
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
- Processed customer transactions promptly, minimizing wait times.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- Improved customer satisfaction by providing efficient and accurate transaction processing.
- Developed strong relationships with customers through exceptional service, fostering loyalty and trust.
- Contributed to a positive work environment by demonstrating professionalism, courteousness, and a strong work ethic.
- Educated customers on use of banking website and mobile apps.
Education
Bachelor of Science - Sociology And Anthropology
Enugu State University of Science And Technology
NIGERIASkills
- Customer Service
- Problem-Solving
- Microsoft Outlook, Word, and Excel
- Customer-focused
- Cash Handling
- Exceptional interpersonal communication
- Call Center Management
Timeline
Customer Service Manager
UNITED BANK FOR AFRICA PLC
12.2022 - Current
Customer Service Department Head
FIDELITY BANK PLC
01.2020 - 11.2022
Funds Transfer Officer
FIDELITY BANK PLC
01.2018 - 12.2019
Cash Officer
FIDELITY BANK PLC
01.2016 - 12.2017
TELLER
FIDELITY BANK PLC
10.2008 - 12.2016
Bachelor of Science - Sociology And Anthropology
Enugu State University of Science And Technology