WINNER EDIDIONG ESSIEN
Lagos
Summary
Results-driven customer experience expert with a demonstrated track record of excellence spanning over three years in the banking industry. Adept at managing inbound calls and email communications, specializing in reconciliation and settlement processes, and demonstrating expertise in efficient dispute resolution within the banking industry. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Team Lead, Resolution Analyst
United Bank for Africa (Customer Fulfillment Center)
UBA Building, Oyin Jolayemi, V.I, Lagos, Nigeria
11.2022 - Current
- Oversee end to end dispute resolution frameworks, which include reconciliations between vendors and customers while employing negotiation and problem-solving skills to facilitate the apt resolution of disputes.
- Delegate tasks to team members, supervise their daily operations and performance, and set timelines to accomplish specific objectives.
- Manage a comprehensive database of customer complaints, conduct thorough investigations into suspected fraud cases, meticulously document findings, and compile reports for management or regulatory authorities.
- Manage escalations, pinpoint pain points, and swiftly provide resolutions to prevent further service failures.
- Regularly conduct monthly reviews, prepare periodic reports, and compile other necessary documentation for Forensic Investigation purposes.
ATM Footage
United Bank for Africa (Customer Fulfillment Center)
UBA Building, Oyin Jolayemi, V.I, Lagos, Nigeria
02.2021 - 10.2022
- Effectively manage customer inquiries pertaining to dispute matters and facilitate prompt resolution.
- Attending to ATM footage requests from within and outside the bank, for fraudulent, partial, non-partial dispense of transactions done on the ATM.
- Liaising with other banks to get ATM footage and I-journals for fraudulent/unauthorized transactions thereby aiding ongoing investigations.
- Ensuring constant follow-up of outstanding ATM footage cases pending response or refund through the switch or Manager's Cheque due to non-availability of the ATM footage.
- Honored as the recipient of the prestigious Extra Mile Award in both 2021 and 2022, in recognition of unwavering dedication to providing exceptional customer service by consistently going above and beyond.
Brand Ambassador
MTN Nigeria
Lagos, Nigeria
11.2018 - 12.2019
- Increased positive word-of-mouth referrals through genuine, personalized customer interactions and excellent product knowledge.
- Working closely with sales and marketing staffs to conceptualize marketing campaigns and strategies.
- Achieved targeted marketing goals by collaborating closely with team members to develop effective strategies for each campaign.
- Communicated product value, quality, and style to educate and entice potential customers.
- Provided exceptional customer service to drive satisfaction.
Industrial Training (I.T)
University of Lagos (UNILAG FM)
Akoka Lagos, Nigeria
- 2017
- Conducting interviews to gather facts or opinions about a story.
- Wrote and created content for various topics and mediums.
- Conducted thorough fact-checking to ensure accuracy and credibility of published information.
- Increased reader retention through engaging headlines and compelling story leads.
- Generated and maintained style guides to encourage consistent quality of content.
Education
B. Sc Mass Communication -
Bestower International University
Cotonou, Benin Republic2023
OND Mass Communication -
Abraham Adesanya Polytechnic
Ijebu-Igbo, Ogun State2018
SSCE - WAEC
Laoye College
Akoka, Lagos, Nigeria2016
Skills
- Customer Relationship Management
- Financial Management
- Effective Communication
- Teamwork and Collaboration
- Microsoft Office (Word, Excel)
- Regulatory Compliance
- Team Leadership
- Time Management
- Training and Development
- Problem-Solving
- Organizational Skills
Certification
- Data Analytics Starter, HerTechTrail Academy - In progress
- Forward Advanced Level, McKinsey Academy - 2024
- Forward Foundation Level, McKinsey Academy - 2024
Reference
Available upon request
Timeline
Team Lead, Resolution Analyst
United Bank for Africa (Customer Fulfillment Center)
11.2022 - Current
ATM Footage
United Bank for Africa (Customer Fulfillment Center)
02.2021 - 10.2022
Brand Ambassador
MTN Nigeria
11.2018 - 12.2019
Industrial Training (I.T)
University of Lagos (UNILAG FM)
- 2017
B. Sc Mass Communication -
Bestower International University
OND Mass Communication -
Abraham Adesanya Polytechnic
SSCE - WAEC
Laoye College