AMAKA OKOGBUE
Brighton,CO
Summary
Dynamic professional with extensive experience at Guaranty Trust Bank, excelling in team leadership and operational efficiency. Proven track record in enhancing customer satisfaction through effective communication and problem-solving. Skilled in project planning and training development, fostering a culture of continuous improvement while achieving significant operational goals.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
NAVYSTARS LLC
06.2024 - 09.2025
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Processed orders and returns accurately, ensuring compliance with company policies.
- Collaborated with team members to streamline communication and improve service delivery.
- Developed solutions for recurring issues, contributing to reduced complaint resolution time.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Improved resolution time with effective problem-solving for customer complaints.
TEAM LEADER RETAIL BANKING
Guaranty Trust Bank
01.2019 - 05.2020
- Led team in achieving operational goals through effective communication and collaboration.
- Streamlined workflow processes to enhance efficiency and reduce turnaround times.
- Conducted training sessions for team members to improve product knowledge and customer service skills.
- Monitored performance metrics to identify areas for improvement and implemented corrective actions.
- Facilitated regular team meetings to discuss progress, challenges, and strategies for success.
- Developed and maintained strong relationships with clients to ensure satisfaction and retention.
Marketing Executive
Guaranty Trust Bank
01.2017 - 01.2019
- Developed and implemented targeted marketing campaigns to enhance brand visibility.
- Conducted market research to identify customer needs and preferences for product development.
- Collaborated with cross-functional teams to optimize marketing strategies and drive engagement.
- Analyzed campaign performance metrics, refining tactics to improve overall effectiveness.
Operations Supervisor
Guaranty Trust Bank
01.2014 - 12.2016
- Supervised daily operations, ensuring adherence to policies and procedures.
- Led team meetings to discuss performance metrics and operational improvements.
- Developed training programs to enhance staff competencies and service delivery.
- Implemented process enhancements, reducing turnaround time for customer requests.
- Coordinated cross-departmental collaboration to streamline banking operations.
- Mentored junior staff, fostering a culture of continuous improvement and professional growth.
- Monitored compliance with regulatory requirements, maintaining high standards of integrity.
Customer Service Officer
Guaranty Trust Bank
09.2007 - 12.2016
- Assisted customers with inquiries, enhancing satisfaction and loyalty.
- Provided product information, facilitating informed purchasing decisions for clients.
- Resolved customer complaints swiftly, improving service quality and response times.
- Maintained accurate records of customer interactions, ensuring data integrity in systems.
- Trained new staff on customer service protocols, fostering team efficiency and consistency.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Completed data entry to record call notes, suggestions and questions.
- Assisted call-in customers with questions and orders.
- Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
- Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
- Reduced response time by managing high call volumes while maintaining a professional demeanor under pressure.
- Assisted in training new hires, sharing best practices for delivering outstanding customer experiences consistently.
Education
LAW - LAW
IMO STATE UNIVERSITY
OWERRI NIGERIAGOOGLE PROJECT MANAGEMENT
Coursera
03-2024
FUNDAMENTALS OF PROJECT PLANNING AND MGT
Coursera
DARDEN SCHOOL OF BUSSINESS01-2022
MBA - Business Administration
ENUGU STATE UNIV OF TECH BUSSINESS SCHOOL
ENUGU NIGERIA12-2019
BACHELOR OF LAW - LAW
NIGERIAN LAW SCHOOL
ABUJA NIGERIA11-2006
Skills
- Teamwork and collaboration
- Problem-solving
- Attention to detail
- Goal setting
- Client relations
- Proofreading
- Verbal and written communication
- Budget management
- Organizational skills
- Computer proficiency
- Microsoft Office Suite
Microsoft Office Suite
Timeline
Customer Service Representative
NAVYSTARS LLC
06.2024 - 09.2025
TEAM LEADER RETAIL BANKING
Guaranty Trust Bank
01.2019 - 05.2020
Marketing Executive
Guaranty Trust Bank
01.2017 - 01.2019
Operations Supervisor
Guaranty Trust Bank
01.2014 - 12.2016
Customer Service Officer
Guaranty Trust Bank
09.2007 - 12.2016
LAW - LAW
IMO STATE UNIVERSITY
GOOGLE PROJECT MANAGEMENT
Coursera
FUNDAMENTALS OF PROJECT PLANNING AND MGT
Coursera
MBA - Business Administration
ENUGU STATE UNIV OF TECH BUSSINESS SCHOOL
BACHELOR OF LAW - LAW
NIGERIAN LAW SCHOOL