Summary
Overview
Work History
Education
Skills
References
Training
Languages
Timeline
Generic
OLAJUWON-DROVIS CAMELA CHIDINMA

OLAJUWON-DROVIS CAMELA CHIDINMA

Customer Success Manager
Surulere,LA

Summary

Results-driven Contact Center Operations and Branch Management Leader with expertise in streamlining processes and enhancing customer satisfaction. Delivered operational improvements and resolved complex client issues through strategic initiatives and data-driven insights. Focused on fostering team collaboration, motivating members, and driving business growth.

Overview

10
10
years of professional experience

Work History

Team Lead Voice And Digital Interactions

First Bank of Nigeria Ltd
Iganmu
04.2023 - Current
  • Supervised team of 47 (18 digital interaction and 29 voice interaction) consultants/specialists, enhancing response times by 25%.
  • Creates and implements strategies for managing voice and digital interactions across inbound, email, chat, and social media, achieving a 20% increase in client engagement and response rates.
  • Tracked and analyzed key performance indicators, improving response times and customer satisfaction, resulting in 15% increase in service efficiency.
  • Delivered training and support, boosting team proficiency and adherence to digital communication standards by 30%.

Team Lead Project Management

First Bank of Nigeria Ltd
Iganmu
10.2022 - 04.2023
  • Prepared and presented project status reports, highlighting progress, challenges, and outcomes to senior management.
  • Tracked project deliverables, ensuring on-time completion, adherence to scope, and budget compliance.
  • Identified and mitigated project risks, resolving issues to maintain project timelines and objectives.

Team Lead Complaints Management

First Bank of Nigeria Ltd
Iganmu
04.2022 - 10.2022
  • Managed end-to-end complaint handling, achieving 95% compliance with company policies and regulatory standards.
  • Reduced recurring complaints by 25% through process optimization and root cause analysis.
  • Handled escalated complaints, resolving 90% of issues within 48 hours while maintaining clear communication with customers.
  • Supervised a team of 10+ consultants, achieving a 20% reduction in complaint resolution time.

Head Non-Financial

First Bank of Nigeria Ltd
Investment House Branch
05.2019 - 04.2022
  • Managed key client relationships, enhancing customer satisfaction by 20% through tailored investment solutions.
  • Ensured 95% client retention through prompt and effective resolution of customer service issues.
  • Collaborated with the head office, ensuring 10% improvement in consistency of service delivery.
  • Achieved 100% regulatory compliance and mitigated risks through strict adherence to policies and industry standards.

Call Agent

First Bank of Nigeria Ltd
Marina
10.2015 - 02.2018
  • Resolved customer concerns on the first call, achieving high first-contact resolution rates.
  • Logged details, customer interactions, and follow-up actions in CRM system to maintain accurate records.
  • Identified and escalated complex issues to higher support levels for timely resolution.

Education

M.Sc. - Project Management

Liverpool John Moores University
UK

B.Sc. - Microbiology

Ebonyi State University
Ebonyi State

Skills

  • Team Leadership
  • Motivating Teams
  • Guidance
  • Fostering Positive Environment
  • Strategy Development
  • Implementation
  • Organizational Alignment
  • Issue Identification
  • Root Cause Analysis
  • Solution Implementation
  • Client Relationship Management
  • Needs Assessment
  • Customer Satisfaction
  • Process Improvement
  • Change Implementation
  • Service Delivery Enhancement

References

Dr. Nwakaeze Emmanuel Amobi.
Senior Lecturer,
Ebonyi State University.
amobinwakaeze@ebsu.edu.ng
+2348039494935
+2348125670001


Mr. Samson O. Imasuen
Unit Head Contact Center,
First Bank Of Nigeria Limited.
Samson.o.osayi@firstbankgroup.com
+2348060746499

Training

  • First Academy (First Bank of Nig; Ltd), 01/22, 12/23, Data Privacy & Protection Awareness, Information And Cyber Security Policy, Detecting And Reporting Money Laundering
  • First Academy (First Bank of Nig; Ltd), 01/21, 12/21, Introduction to Operational Risk Management, Fraud Management, Banking Ethics
  • Welup Digital Academy, 01/24, 12/24, Data Analysis

Languages

English
Proficient
C2

Timeline

Team Lead Voice And Digital Interactions

First Bank of Nigeria Ltd
04.2023 - Current

Team Lead Project Management

First Bank of Nigeria Ltd
10.2022 - 04.2023

Team Lead Complaints Management

First Bank of Nigeria Ltd
04.2022 - 10.2022

Head Non-Financial

First Bank of Nigeria Ltd
05.2019 - 04.2022

Call Agent

First Bank of Nigeria Ltd
10.2015 - 02.2018

M.Sc. - Project Management

Liverpool John Moores University

B.Sc. - Microbiology

Ebonyi State University

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OLAJUWON-DROVIS CAMELA CHIDINMACustomer Success Manager