Ogbonnaya Okoroafor

Branch Administration & Supervision

• Reduced costs and improved operations by analysing processes and customer feedback.
• Managed and motivated high-performing teams for successful KPI attainment.
• Monitored and reviewed operational performance, aiding improved business strategy to maximise productivity.
• Analysed operations data to identify process gaps and successfully implement change.
• Worked constructively with sales team generating new business opportunities and supporting company growth.

• Built and carefully managed loyal, profitable client bases.
• Achieved revenue growth by adopting needs-based approach, engaging clients and securing new business opportunities.
• Identified and developed new business opportunities, expanding existing client bases.
• Sourced new business through strategic networking to maximise investment opportunities.
• Generated Key Performance Indicator reporting to drive better performance.
• Used Microsoft Office Tools - Excel, PowerBI and other software tools to create documents and clear communications.
• Oversaw daily operations to achieve high productivity levels.

• Sought customer feedback and applied data to inform service-level improvements.
• Took ownership of escalated customer issues and followed through to resolution.
• Investigated customer issues to find acceptable conclusion and prevent recurrence.
• Deescalated internal conflict and implemented motivational techniques.
• Communicated courteously with customers by telephone and email.
• Facilitated communication and collaboration across departments.
• Offered friendly, efficient customer service and handled challenging situations with ease.
• Increased customer satisfaction by resolving issues using Oracle CRM to resolve and track.