TAMARATONBRA LULU-BRIGGS
PORT HARCOURT,NIGERIA
Summary
Resourceful professional with expertise in Microsoft Office Suite, virtual presentations, and public speaking. Demonstrated ability to build interpersonal rapport and coordinate educational workshops effectively. Skilled in team building and committed to fostering collaborative environments.
Overview
21
21
years of professional experience
14
14
years of post-secondary education
Work history
Customer Service Manager
FIRST CITY MONUMENT BANK LTD
PHC, NIGERIA
01.2010 - Current
- Oversaw daily operations, ensuring optimal performance.
- Cultivated a productive work culture by encouraging teamwork.
- Collaborated cross-functionally for seamless service delivery.
- Conducted regular meetings for transparent communication.
- Managed challenging situations to ensure customer satisfaction.
- Maintained excellent health and safety standards for continued compliance.
- Devised strategies to improve customer engagement.
- Facilitated staff development with ongoing training initiatives.
- Fostered a supportive environment through active team management.
- Navigated complex issues to provide apt solutions.
- Resolved complaints efficiently, fostering customer loyalty.
- Delivered exceptional service by addressing customer queries promptly.
- Demonstrated leadership skills in managing diverse teams.
- Received and resolved customer complaints escalated by staff.
- Actioned customer feedback to promote continued service improvement.
- Facilitated communication and collaboration across departments.
- Briefed and motivated staff to deliver daily operational requirements.
- Directed and supervised front-of-house operations, upholding company standards.
- Improved operational efficiency by identifying areas of improvement.
- Streamlined processes for improved team efficiency.
Loan Collections and Work Out Officer/ Credit Analyst
FIRST CITY MONUMENT BANK LTD
PORT HARCOURT , NIGERIA
03.2010 - 12.2010
- Improved workflow efficiency by implementing automated systems for credit application processing.
- Reviewed and submitted applications to management with recommendations.
- Completed documentation for lines of credit and loans on behalf of customers.
- Improved portfolio quality through rigorous due diligence on new customers' applications.
- Tracked economic trends that might affect customers' ability to pay; provided foresight into potential risks.
- Collaborated with internal teams reviewing policies, procedures ensuring alignment with regulatory requirements.
- Assessed applicants' credit data and financial statements for loan eligibility.
- Analysed prospective clients' income, assets, debts to determine financial standing.
- Maintained confidentiality of sensitive customer information, ensured compliance with Data Protection Act.
- Prepared reports detailing the degree of risk involved in extending credit or lending money, aided decision making processes.
- Identified problematic loans, mitigated potential losses.
- Conducted detailed financial ratio analysis for better credit risk assessment.
- Participated in negotiations involving problem loans; resolved complex situations successfully.
- Streamlined credit approval process by introducing risk analysis tools and techniques.
Debt Recovery Officer
FIRST CITY MONUMENT BANK LTD
PORT HARCOURT , NIGERIA
10.2009 - 03.2010
- Liaised with credit control teams to monitor debtor accounts, ensuring timely follow-ups on payments due.
- Improved overall customer experience by providing clear explanations regarding debts owed and potential consequences of non-payment.
- Negotiated debt repayment plans with clients for successful debt recovery.
- Escalated complex cases to higher management for prompt action reducing time wasted on lengthy negotiations.
- Executed legal processes involved in debt recovery with full compliance to regulatory standards.
- Presented detailed reports on recovered debts to management demonstrating progress made.
- Worked closely with legal teams to ensure correct execution of repossession orders.
- Followed company protocols to keep sensitive and financial information secure.
- Remained calm and poised when communicating with difficult clients or in stressful situations.
- Negotiated customer repayment plans, consistently maximising early payments to reduce debt recovery time.
- Delivered exceptional customer service on all calls while maintaining calm and professional demeanour in challenging circumstances.
- Performed collection of overdue debts, reconciling high-volume account queries.
- Performed all debt collection activities in compliance with Financial Conduct Authority (FCA) guidelines.
- Contacted customers to arrange or collect payments.
- Communicated with customers diplomatically and respectfully.
- Offered debtors assistance with payment planning.
- Maintained professional tone when corresponding by phone or email.
Relationship Manager– Public Sector Group
FIRST CITY MONUMENT BANK LTD
Port Harcourt, Rivers State
05.2008 - 10.2009
- Advised customers on product features and benefits, facilitated informed purchasing decisions.
- Drafted detailed sales reports for management review.
- Managed key accounts for enhanced customer retention.
- Increased sales volume by cultivating strong relationships with clients.
- Delivered exceptional customer service to maximise client satisfaction.
- Built long-term relationships with customers and generated referrals from existing clients.
- Maintained contact with customers throughout sales and pre-delivery process.
- Understood customer needs to craft exceptional sales journeys.
- Managed client relationships from early stages of sales process through to post-sales
- Effectively handled daily customer meetings, sales calls and account management tasks, improving sales team efficiency.
- Built focused new client networks, growing business opportunities and increasing revenue possibilities.
- Generated new leads and opportunities to maximise revenue.
- Delivered professional sales presentations, creatively communicating product quality and market comparisons to prospective clients.
- Identified new leads through data mining and telesales to meet set targets.
Account Officer
FIRST CITY MONUMENT BANK LTD
Port Harcourt, Rivers State
04.2006 - 05.2008
- Complied strictly with all company policies whilst handling sensitive customer data.
- Maintained positive relationships with clients through effective communication about their accounts.
- Coordinated with various departments for accurate allocation of costs and revenues.
- Managed a portfolio of accounts, maintaining high level of accuracy and attention to detail.
- Collaborated with colleagues on project budgeting tasks, leading to efficient resource allocation.
- Handled routine clerical tasks such as filing, photocopying and scanning documents as part of overall responsibility.
- Conducted monthly account reconciliations for improved financial reporting.
- Pursued new leads each month to reach targeted quota.
- Liaised between clients and sales executives to resolve account management issues.
NYSC SCHEME
NEPA THERMAL POWER STATION
Oji River, Nigeria
01.2004 - 01.2005
- Carried out day-to-day duties accurately and efficiently.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Successfully delivered on tasks within tight deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Consistently arrived at work on time and ready to start immediately.
- Offered friendly, efficient customer service and handled challenging situations with ease.
Education
MSC ACCOUNTING - PUBLIC SECTOR FINANCE
IGNATIUS AJURU UNIVERSITY
09.2021 - 09.2023
B SC. - ACCOUNTANCY
RIVERS STATE UNIVERSITY OF SCIENCE AND TECHNOLOGY
09.1999 - 09.2003
A-Levels -
RIVERS STATE COLLEGE OF ARTS AND SCIENCE
01.1997 - 12.1998
SECONDARY SCHOOL LEAVING CERTIFICATE - ARTS
KIDI COMMERCIAL SECONDARY SCHOOL
07.1991 - 09.1997
Skills
- Microsoft Office Suite
- Virtual presentation expertise
- Interpersonal rapport building
- Educational workshop coordination
- Team building
- Public speaking
- Resourceful
Languages
ENGLISH LANGUAGE
Affiliations
- Singing , dancing and learning new skills
Custom
References available upon request.
Accomplishments
Best Team member of protocol unit
Personal Information
Timeline
MSC ACCOUNTING - PUBLIC SECTOR FINANCE
IGNATIUS AJURU UNIVERSITY
09.2021 - 09.2023
Loan Collections and Work Out Officer/ Credit Analyst
FIRST CITY MONUMENT BANK LTD
03.2010 - 12.2010
Customer Service Manager
FIRST CITY MONUMENT BANK LTD
01.2010 - Current
Debt Recovery Officer
FIRST CITY MONUMENT BANK LTD
10.2009 - 03.2010
Relationship Manager– Public Sector Group
FIRST CITY MONUMENT BANK LTD
05.2008 - 10.2009
Account Officer
FIRST CITY MONUMENT BANK LTD
04.2006 - 05.2008
NYSC SCHEME
NEPA THERMAL POWER STATION
01.2004 - 01.2005
B SC. - ACCOUNTANCY
RIVERS STATE UNIVERSITY OF SCIENCE AND TECHNOLOGY
09.1999 - 09.2003
A-Levels -
RIVERS STATE COLLEGE OF ARTS AND SCIENCE
01.1997 - 12.1998
SECONDARY SCHOOL LEAVING CERTIFICATE - ARTS
KIDI COMMERCIAL SECONDARY SCHOOL
07.1991 - 09.1997