UKEMEABASI MICAH AKAN
CALABAR,Niger State
Summary
Results-driven Banking and Finance professional with 10+ years of experience in customer service, operations, and audit. Proven track record of excellence, with a strong analytical mindset and excellent communication skills.
Experienced banking expert with a proven track record of success in customer relationship management, looking to drive business expansion and customer acquisition.
Overview
12
12
years of professional experience
Work History
CUSTOMER SERVICE OFFICER
GUARANTY TRUST BANK PLC
Calabar, Nigeria
04.2014 - Current
- Provide prompt and efficient responses to customer questions via phone, email, social media, and chat
- Address and resolve customer complaints or concerns in a professional and timely manner
- Maintain a high level of company product knowledge to effectively answer customer queries
- Identify opportunities to upsell or cross-sell products and services to customers
- Collaborate with other team members and departments to ensure customer satisfaction
- Keep accurate records of customer interactions and transactions in the CRM system
- Follow company policies and procedures when handling customer requests and issues
- Continuously strive to improve customer service skills and knowledge through training programs
TRANSACTION OFFICER
GUARANTY TRUST BANK PLC
CALABAR, NIGERIA
03.2013 - Current
- Ensured accuracy in transaction processing by diligently checking all transaction details.
- Accelerated the service delivery for customers by streamlining transaction processes.
- Enhanced customer satisfaction with timely and precise financial transactions.
- Conducted comprehensive evaluations of transaction documents to ensure legal compliance.
- Processed high volume transactions daily, ensuring smooth workflow in a busy environment.
- Identified suspicious transactions, mitigating potential fraud risks.
- Maintained updated knowledge of regulatory changes to ensure lawful operations.
- Collaborated closely with team members to enhance operational efficiency in handling transactions.
- Educated customers on digital platforms for convenient self-service transactions.
Education
Higher National Diploma - BANKING AND FINANCE
INSTITUTE OF MANAGEMENT AND TECHNOLOGY
ENUGU/NIGERIA 01.2008 - 12.2010
NATIONAL DIPLOMA - BANKING AND FINANCE
INSTITUTE OF MANAGEMENT AND TECHNOLOGY
ENUGU/NIGERIA 01.2005 - 10.2007
POST GRADUATE DIPLOMA - BUSINESS ADMINSTRATION
NATIONAL OPEN UNIVERSITY OF NIGERIA
CALABAR/NIGERIA 01.2019 -
Skills
- Conflict resolution
- Customer engagement
- Empathy and compassion
- Time management
- Communication proficiency
- Complaint handling
- Product knowledge
- Technical support
- Fluent in english language
- Knowledge of crm systems
- Positive attitude
- Understanding consumer behaviour
- Polite demeanour
- Service level adherence
- Relationship building
- Effective listening
- Customer retention
- Stress tolerance
- Email communication
- Team player
- Customer Service
- Dispute Resolution
- Staff training and mentorship
- Service knowledge
- Transaction processing
- Microsoft Word
- Customer services
Languages
English
Fluent
Timeline
POST GRADUATE DIPLOMA - BUSINESS ADMINSTRATION
NATIONAL OPEN UNIVERSITY OF NIGERIA
01.2019 -
CUSTOMER SERVICE OFFICER
GUARANTY TRUST BANK PLC
04.2014 - Current
TRANSACTION OFFICER
GUARANTY TRUST BANK PLC
03.2013 - Current
Higher National Diploma - BANKING AND FINANCE
INSTITUTE OF MANAGEMENT AND TECHNOLOGY
01.2008 - 12.2010
NATIONAL DIPLOMA - BANKING AND FINANCE
INSTITUTE OF MANAGEMENT AND TECHNOLOGY
01.2005 - 10.2007
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