Ogechi Igboegwu
Banker
Enugu
Summary
Developed comprehensive skills in managing operations within dynamic and fast-paced environment, focusing on efficiency and productivity. Expertise in strategic planning, resource allocation, and process improvement. Seeking to transition into new field where these skills can drive success and innovation.
Overview
20
20
years of professional experience
8
8
years of post-secondary education
Work History
Head of Operations/Customer Service Officer
First City Monument Bank, FCMB
10.2012 - Current
- Increase in customer satisfaction by actively addressing concerns and ensuring timely resolutions.
- Collaborating with executive leadership on strategic planning initiatives to drive business growth.
- Developing comprehensive training programs for staff, enhancing team performance and skill sets.
- Implementing risk assessment procedures to minimize potential disruptions across all areas of operation.
- Leading cross-functional teams to achieve company goals, fostering collaboration and communication.
- Improving overall productivity with the introduction of innovative process improvement initiatives.
- Streamlining operational processes by identifying inefficiencies and implementing best practices.
- Managing vendor relationships, negotiating contracts for maximum value and efficiency.
- Ensuring compliance with industry regulations and company policies, mitigating potential risks.
- Building a high-performance culture by recruiting top talent and promoting professional development opportunities for staff members.
- Empowering team leaders with autonomy in decision-making, fostering dynamic and responsive operational environment.
- Optimizing customer service protocols, elevating customer satisfaction and loyalty through personalized service initiatives.
- Assisting in recruiting, hiring and training of team members.
- Interacting well with customers to build connections and nurture relationships.
- Observing each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Tracking employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Monitoring daily cash discrepancies, inventory shrinkage and drive-off.
- Scheduling employees for shifts, taking into account customer traffic and employee strengths.
Executive Trainee/Customer Service Officer
(Legacy)Fin Bank Plc
02.2008 - 10.2012
- Provided exceptional customer service by addressing client inquiries promptly.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
- Completed data entry to record call notes, suggestions and questions.
- Developed strong rapport with customers, fostering loyalty and repeat business through personalized service.
- Increased customer retention with prompt follow-ups on pending issues and proactive problem-solving strategies.
- Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
- Streamlined communication between customers and internal departments for timely issue resolution.
- Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
- Improved first-contact resolution rate by efficiently handling customer queries during initial interactions.
- Managed escalated cases with diplomacy, skillfully negotiating resolutions that satisfied both the customer and company interests.
- Reduced response time by managing high call volumes while maintaining a professional demeanor under pressure.
- Responded to customer requests for products, services, and company information.
- Delivered prompt service to prioritize customer needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Promptly responded to inquiries and requests from prospective customers.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Sought ways to improve processes and services provided.
- Trained new personnel regarding company operations, policies and services.
- Identified and resolved discrepancies and errors in customer accounts.
Shop Supervisor
UAC of Nigeria Plc
02.2007 - 02.2008
- Responsible for the day to day management of Creamy inn Shop(2 outlets] for the creation, identification and prioritization of business opportunities, aligning those opportunities in order to achieve superior customer service, high operating standards and the achievement of financial and customer service targets
- 250,000(annual emolument)
Intern- Medical Laboratory Unit
IBB Specialized Hospital
01.2005 - 01.2006
- Running various medical investigations for patients as requested
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
Education
Bachelor of Science Degree - Applied Microbiology And Brewing
Nnamdi Azikiwe University
Awka, Anambra 01.2001 - 01.2004
West Africa School Leaving Certificate - undefined
Our Lady of Apostles Sec, School
Yaba, Lagos 01.1994 - 01.1999
Skills
Operational excellence
Organizational development
Workforce planning
Business analysis
Safety management
Logistics management
Team leadership
Problem-solving abilities
Performance evaluation and monitoring
Decision-making
Operations management
Analytical skills
Multitasking Abilities
Administrative management
Active listening
Problem-solving aptitude
Time management abilities
Adaptability and flexibility
Team building
Customer relations
Problem-solving
Attention to detail
Professionalism
Task prioritization
Customer service management
Teamwork and collaboration
Excellent communication
Interpersonal skills
KPI tracking
Reliability
Financial management
Organizational structuring
Delegating work
Desktops, laptops, and mobile devices
Records organization and management
Effective leader
Relationship building
Affiliations
Nigerian Institute of Management, Graduate Member, 2006
Trainingcoursesattended
- Profitability and productivity improvement workshop, 2007
- Selling and Marketing of Financial Services, 09/24/08 - 09/26/08
- Business Communication and Social Etiquette, 2008
- Customer Service Excellence and Effective communication skills, 06/2015
- Customer Service Excellence and Time management, 08/2017
- Superior Supervisory Skills, 06/2018
Timeline
Head of Operations/Customer Service Officer
First City Monument Bank, FCMB
10.2012 - Current
Executive Trainee/Customer Service Officer
(Legacy)Fin Bank Plc
02.2008 - 10.2012
Shop Supervisor
UAC of Nigeria Plc
02.2007 - 02.2008
Intern- Medical Laboratory Unit
IBB Specialized Hospital
01.2005 - 01.2006
Bachelor of Science Degree - Applied Microbiology And Brewing
Nnamdi Azikiwe University
01.2001 - 01.2004
West Africa School Leaving Certificate - undefined
Our Lady of Apostles Sec, School
01.1994 - 01.1999