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
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
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
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
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
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
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