Ifeoma Fine Ukpabi
Aba, Abia,Nigeria
Summary
Seasoned Customer-Facing Professional bringing 6+ years of Banking experience. Proficient in business practices, standards of operation and customer needs. A Team leader with passion for developing teams with focus on exceptional service delivery and customer retention.
Currently, acquiring IT skills, learning Data Analytics and Front-end Web development to stay relevant in the Future of Banking.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Service Manager
STERLING BANK PLC
08.2020 - Current
- Managed over 100 walk-in customers daily.
- Met with customers to discuss service needs and offer available solutions while maintaining good customer relationships and ensuring repeat customers.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Delegating and directing service tasks, monitoring progress of current projects, and managing service team members to ensure team’s objectives and goals are met.
Customer Service Representative
STERLING BANK PLC
09.2017 - 08.2020
- Managed over 20 walk-in customers and 10 customer calls per day.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Onboarding new customers
- Reviewed customer complaints and concerns while seeking to improve customer experience with Brand.
- Recommended products to customers, thoroughly explaining details while upselling and cross-selling, where need be.
Cash Processing Officer (Teller) / ATM Support Team
STERLING BANK PLC
04.2016 - 09.2017
- Achieved high customer service levels by processing incoming and outgoing transactional requests swiftly, and in accordance with procedures and policies within set service level agreement.
- Handled cash related transactions in branch.
- Coordinated with Service Manager in ATM Management, Monitoring and Downtime Management.
- Quickly learned new policies and procedures and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
Farm Manager
SUNHOPE LIVESTOCK STORES AND FARM
11.2015 - 03.2016
- Maximized operational profits by thoroughly inspecting the farm animals & birds, assessing quality and identifying problems such as disease or insects.
- Led team of 7 skilled and unskilled farm personnel.
- Hired, trained, and supervised seasonal workers engaged in the daily operation of the farm and store.
Teacher
NATIONAL YOUTH SERVICE CORPS, Kula community Secondary School, CRS
Kula, Rivers
01.2015 - 10.2015
- Mentored and served as Class Advisor.
- Kept students on-task with proactive behavior modification and positive reinforcement strategies.
- Incorporated multiple types of teaching strategies into classroom while teaching them subjects like Creative Arts and CRS.
- Worked cooperatively with other teachers, administrators and parents to help students reach learning objectives.
- Communicated frequently with parents, students and faculty to provide feedback and discuss instructional strategies.
Education
Bachelor of Management Technology - Finance
Federal University of Technology
Owerri, Nigeria2014
Skills
- Customer Relationship Management
- Business Analysis skills
- Service Quality Management
- Conflict Resolution
- Customer Service
- Budget Controls
- Analytical Thinking
- Team Leadership
- Quality Assurance
- Service-Orientation
- Social Media Management
- Responsive Web Development Skills
Certification
Coursera (Data Analytics Essential) 2022
LinkedIn (Data Science Foundations; Fundamentals) 2021
IMF (Financial Development and Financial Inclusion Certification) 2021
Alison (Diploma in Applied Psychology and Consumer Behavior) 2020
Alison (Diploma in Customer Service) 2020
Udemy (Customer Service Mastery) 2020
Sterling Bank Graduate Executive Training School (Banking Professional) 2018
Shaw Academy (Digital Marketing Diploma) 2018
Taylor Academy (Customer Service Certification) 2017
Timeline
Service Manager
STERLING BANK PLC
08.2020 - Current
Customer Service Representative
STERLING BANK PLC
09.2017 - 08.2020
Cash Processing Officer (Teller) / ATM Support Team
STERLING BANK PLC
04.2016 - 09.2017
Farm Manager
SUNHOPE LIVESTOCK STORES AND FARM
11.2015 - 03.2016
Teacher
NATIONAL YOUTH SERVICE CORPS, Kula community Secondary School, CRS
01.2015 - 10.2015
Bachelor of Management Technology - Finance
Federal University of Technology
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