OZIOMA KALU ERINMA
Ibadan,Nigeria
Summary
Results-driven professional in customer service and operations management, skilled in project coordination and stakeholder engagement. Excels in cross-functional collaboration and data analysis, utilising advanced Microsoft Excel for performance tracking. Enhances customer relationships through effective communication and problem-solving while leveraging digital tools like Trello and CRM systems for process improvement.
Overview
8
8
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work history
Customer Service & Operations Officer
UNION BANK OF NIGERIA
Ibadan, Oyo State
2022.01 - Current
- Handled customer enquiries, resolved complaints, and processed service requests quickly.
- Delivered exceptional service, strengthening branch processes and supporting regulatory compliance.
- Collaborated with internal teams to resolve issues and maintain uptime.
- Maintained accurate records and produced operational reports for branch decisions.
- Improved reporting accuracy using data-driven performance tracking for visibility.
- Designed and implemented an Excel performance dashboard for banking activities.
- Received recognition as best customer service representative for 6 consecutive months.
Co-Founder & Operations Manager
PUREBLISS INVESTMENT LIMITED
Ibadan, Oyo State
2020.09 - 2023.03
- Managed relationships with over 150 clients, ensuring high service standards and customer satisfaction.
- Implemented process improvements that streamlined operations and improved service delivery outcomes.
- Supervised team of 5, coordinating daily operations to meet client needs and maintain service quality.
- Managed lending operations, including approvals, collections, and recovery activities, ensuring compliance and minimising risk.
Loan Sales Representative
UNION BANK OF NIGERIA
Ibadan, Oyo State
2020.01 - 2022.01
- Drove loan sales to record about ₦7 million versus ₦5 million monthly target.
- Booked 20 loans, exceeding 15 and expanding overall loan portfolio.
- Managed loan acquisition from prospecting through disbursement support to clients.
- Assessed customer needs and suggested tailored lending options to improve satisfaction.
- Built customer relationships that increased retention and sustained portfolio growth.
- Won best loan sales officer award in 2021 for top performance.
Sales Representative Officer
UNION BANK OF NIGERIA
Ibadan, Oyo State
2018.01 - 2020.01
- Opened 45 customer accounts, exceeding 40 target by 45.
- Converted prospective customers through proactive business development activities.
- Managed and maintained customer portfolio above ₦56 million.
Education
Bachelor of Technology (B.Tech) - Project Management Technology
Federal University of Technology, Owerri (FUTO)
Owerri, Imo State, Nigeria 2010.10 - 2016.06
Skills
-
Customer service excellence
-
Client support
-
Customer relationship management
-
Operations management
-
Project coordination
-
Stakeholder management
-
Cross-functional collaboration
-
Data analysis and reporting
-
Performance tracking
-
Process improvement
-
Microsoft Excel proficiency
-
CRM systems expertise
-
Data monitoring
-
Problem solving
-
Time management
-
Communication skills
Certification
- Project Management Certification – TechCrush
- Chartered Institute of Bankers of Nigeria (CIBN)
- Project Management Professional Training – New Horizons
Accomplishments
- Achieved ₦4 Million+ deposit mobilization against a target of ₦1.7 Million.
- Opened 45 customer accounts against a target of 40.
- Delivered ₦7 Million against a ₦5 Million loan target for three consecutive months.
- Successfully booked 20 loans against a target of 15.
- Managed a customer portfolio exceeding ₦56 Million.
- Developed an Excel-based branch performance dashboard that improved reporting accuracy, visibility, and accountability.
- Awarded Best Loan Sales Officer (2021).
- Recognized as Best Customer Service Representative for six consecutive months (2024).
Affiliations
- Reading, Writing, Researching, Dancing and Swimming
References
References available upon request.
Timeline
Customer Service & Operations Officer
UNION BANK OF NIGERIA
2022.01 - Current
Co-Founder & Operations Manager
PUREBLISS INVESTMENT LIMITED
2020.09 - 2023.03
Loan Sales Representative
UNION BANK OF NIGERIA
2020.01 - 2022.01
Sales Representative Officer
UNION BANK OF NIGERIA
2018.01 - 2020.01
Bachelor of Technology (B.Tech) - Project Management Technology
Federal University of Technology, Owerri (FUTO)
2010.10 - 2016.06