UFUOMA FRANCES AKABUEZE OKONKWO
Warri Delta State,Nigeria
Summary
A results-driven professional with expertise in KPIs setting and tracking, conflict mediation, and Salesforce understanding. Demonstrates resilience in high-pressure situations and decision-making precision, complemented by leadership excellence. Committed to leveraging these skills to drive organisational success and achieve strategic goals.
Motivated Customer Service Manager recognised for enhancing customer satisfaction and team performance. Known for transforming call centre operations, reducing complaint resolution times, and boosting customer retention. Proven at fostering positive work environment, leading to higher employee morale and productivity.
Overview
21
21
years of professional experience
31
31
years of post-secondary education
1
1
Certification
Work history
Customer Service Manager
First City Monument Bank. FCMB
Warri. Dleta State, Nigeria
2024.02 - Current
- Promoted products effectively to increase sales.
- Collaborated cross-functionally for seamless service delivery.
- Maintained positive relationships through effective communication.
- Oversaw daily operations, ensuring optimal performance.
- Resolved complaints efficiently, fostering customer loyalty.
- Demonstrated leadership skills in managing diverse teams.
Head of Operations
First City Monument Bank. FCMB
Warri. Delta State, Nigeria
2017.06 - 2024.02
- Implemented risk management plans, securing company assets.
- Coordinated cross-departmental initiatives to achieve overall business objectives.
- Devised contingency plans, preparing for potential crises or disruptions.
- Fostered a positive work environment with open communication channels.
- Directed daily operations, ensuring smooth business continuity.
Customer Service Officer
First City Monument Bank
Effurun, Delta State, Nigeria
2012.10 - 2017.06
- Managed difficult customer situations for maintaining company reputation.
- Learnt new software systems rapidly, enhancing overall work efficiency.
- Delivered high-quality service with attention to detail and professionalism.
- Streamlined information flow through organised record keeping.
Customer Service Officer
First Inland Bank (Finbank
Effurun, Delta State, Nigeria
2009.02 - 2012.10
- Learnt new software systems rapidly, enhancing overall work efficiency.
- Delivered high-quality service with attention to detail and professionalism.
- Assisted colleagues during peak hours, ensuring overall productivity of the team.
- Maintained up-to-date knowledge about products and services, assisting in informed decision making.
- Managed difficult customer situations for maintaining company reputation.
- Resolved conflicts quickly whilst preserving positive business relationships.
News Reporter/ News Desk Editor
Ondo Stae RadioVision Corporation
Akure, Ondo State, Nigeria
2005.05 - 2006.05
- Produced high-quality articles by consistent fact-checking and proofreading.
- Wrote compelling headlines to attract reader attention.
- Adhered strictly to ethical standards of journalism for trustworthy reporting.
- Conducted extensive research for accurate and in-depth reporting.
- Collaborated closely with editors to improve article quality.
- Pitched unique story ideas in editorial meetings, driving innovation in content creation.
Education
Master in Public Adminstration -
Delta State University, Abraka
Delta State. Nigeria 2008.02 - 2009.02
Bachelor of Arts - Mass Communication
Delta State University, Abraka
Delta State, Nigeria 2001.01 - 2024.12
SSCE -
Girls Model Secondary School. Evwreni
Delta State, Nigeira 1995.01 - 2000.06
Graduate -
Nigerian Instituite of Management
2006.01 - 2007.01
Skills
- KPIs setting and tracking
- Conflict mediation
- Salesforce understanding
- Resilience in high-pressure situations
- Decision making precision
- Leadership excellence
Accomplishments
Publications: Comparative Effectiveness Between Electronic and Print Media Advertising in Nigeria. A Case Study Of Coca Cola- 2004
Bureaucratic Power as an impediment to effective Function of Agencies in Nigeria. A Case Study of Ministry of Health Delta State.2009
Affiliations
- Reading and Travelling.
Certification
Recognition; National Youth Service Corps (NYSC) Editorial Board Member.
Trainings
Business Etiquette and Personal Effectiveness -Dec 2008
Selling and Marketing of Financial Services- Nov 2008
Creativity and Innovation- Nov 2008
References
References available upon request.
Timeline
Customer Service Manager
First City Monument Bank. FCMB
2024.02 - Current
Head of Operations
First City Monument Bank. FCMB
2017.06 - 2024.02
Customer Service Officer
First City Monument Bank
2012.10 - 2017.06
Customer Service Officer
First Inland Bank (Finbank
2009.02 - 2012.10
Master in Public Adminstration -
Delta State University, Abraka
2008.02 - 2009.02
Graduate -
Nigerian Instituite of Management
2006.01 - 2007.01
News Reporter/ News Desk Editor
Ondo Stae RadioVision Corporation
2005.05 - 2006.05
Bachelor of Arts - Mass Communication
Delta State University, Abraka
2001.01 - 2024.12
SSCE -
Girls Model Secondary School. Evwreni
1995.01 - 2000.06