Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Ekaete Udoroh

Summary

Knowledgeable and dedicated customer service professional with extensive experience in the banking industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Personal Banker II

Frost Bank
12.2023 - Current
  • Manage an assigned portfolio of customers with a focus on acquisition, expansion and retention of customers.
  • Maintain a high level of proficiency regarding all Frost products, with a particularly high level of expertise on all deposit and loan products. This is necessary to effectively educate customers on these products.
  • Provide transactional services to include accepting deposits, payments, and check cashing, as needed.
  • Use all opportunities to meet assigned sales goals for deposit and loan products by discussing personal financial needs with customers and present product and service solutions to our customers in which Frost can best serve their needs.
  • Educate and advise customers about products and services
  • Make outbound phone calls to customers for service, sales and onboarding efforts using Salesforce.
  • Manage risk and actively practice loss prevention.
    Ensure that the quality of service given to customers is prompt, efficient, accurate and courteous.
  • Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.

Consumer Banker

Zenith Bank Plc
01.2007 - 08.2023
  • Created system of orderly follow-up by mail, telephone and email with new and existing clients to generate additional business.
  • Demonstrated knowledge and sales skills in consumer lending and deposit products.
  • Maintained thorough knowledge of bank products and services and focused on pricing, bank policies and government regulations.
  • Performed both personal banker and teller functions and delivered accurate and professional service.
  • Solicited new consumer loan opportunities and completed consumer loan process.
  • Processed applications for new accounts.
  • Established rapport with new clients to increase satisfaction and loyalty.
  • Processed wide variety of retail banking transactions for personal and commercial customers.
  • Handled various accounting transactions.
  • Assisted customers with banking needs and inquiries.
  • Opened over 500 retail accounts in first quarter of 2023

Customer Service Representative

Zenith Bank Plc
02.2004 - 12.2006
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Answered constant flow of customer calls with minimal wait times.
  • Updated account information to maintain customer records.
  • Responded to customer requests for products, services, and company information.
  • Provided primary customer support to internal and external customers.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Trained new personnel regarding company operations, policies and services.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Managed over 50 customer calls per day
  • Offered advice and assistance to customers, paying attention to special needs or wants

Education

Bachelor of Science - Business Administration

Ahmadu Bello University
12.2001

Skills

  • Customer Loan Processing
  • Customer Relationship Management
  • Clear and Professional Communication
  • Departmental Relationships
  • Critical Thinking Skills
  • Product and Service Information
  • Customer Retention Strategies
  • Manage Customer Accounts
  • Microsoft office suite
  • Financial Product Knowledge
  • Exceptional Customer Service
  • Sales Experience
  • Outbound Calls using Salesforce
  • Problem-Solving Skills
  • Critical Thinking

Certification

  • Customer Service Professional Certificate , Zendesk - Oct 2023

Timeline

Personal Banker II

Frost Bank
12.2023 - Current

Consumer Banker

Zenith Bank Plc
01.2007 - 08.2023

Customer Service Representative

Zenith Bank Plc
02.2004 - 12.2006

Bachelor of Science - Business Administration

Ahmadu Bello University

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Ekaete Udoroh