Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

FRANCISCA OFUNNE

Conroe,TX

Summary

A highly skilled and detail-oriented banking and bookkeeping professional with over eight years of comprehensive experience in account acquisition, management, and growth. Proficient in marketing, business development, and territory management, demonstrating exceptional analytical abilities, strategic planning, and a strong work ethic. Expert in utilizing financial software, including QuickBooks Online, to streamline accounting processes, prepare financial statements, and ensure compliance with regulatory standards. Recognized for the ability to manage complex corporate initiatives with confidentiality and independent judgment.

Overview

18
18
years of professional experience
1
1
Certification

Work History

QuickBooks Online Accountant Expert

  • Served as the main point of contact for QuickBooks Online Accountant users seeking assistance with QuickBooks Online and Payroll
  • Provided expert guidance on using QuickBooks Online and Payroll, resolving customer inquiries and issues, and ensuring client satisfaction through effective communication and problem-solving
  • Assisted customers in setting up and customizing QuickBooks Online to fit their business needs
  • Diagnosed and troubleshot technical issues related to QuickBooks Online
  • Guided customers through step-by-step solutions to resolve their problems
  • Escalated complex issues to higher-level support or technical teams when necessary
  • Educated customers on best practices for using QuickBooks Online
  • Assisted customers with accounting-related queries, including transaction categorization, bank reconciliations, and financial reporting
  • Provided guidance on generating and interpreting financial statements using QuickBooks Online and Payroll
  • Ensured customers understand and comply with accounting principles and regulations
  • Collected and relayed customer feedback to the product development team for continuous improvement of QuickBooks Online
  • Stayed updated on new features and updates in QuickBooks Online to provide accurate and current information to customers.

Quality Assurance Support

Intuit QuickBooks Online
08.2020 - Current
  • Conducted quality assurance evaluations of customer service calls to ensure adherence to company standards and policies
  • Identified areas for improvement in customer service interactions and provided constructive feedback and coaching to frontline representatives
  • Developed and implemented training programs to enhance the skills and knowledge of customer service representatives
  • Analyzed customer feedback and complaints to identify trends and root causes of issues, implementing corrective actions to improve overall service quality
  • Collaborated with cross-functional teams, including training, operations, and quality assurance, to implement process improvements and enhance the customer experience
  • Assisted in the development and documentation of quality assurance procedures and guidelines
  • Provided support and guidance to frontline representatives on complex customer inquiries and escalations
  • Utilized customer service metrics and data analysis to track performance trends and make data-driven decisions to improve service quality.

Relationship Manager

First Bank of Nigeria
01.2010 - 03.2014
  • Developed and maintained strong working relationships with all existing clients at key levels to optimize the utilization of approved facilities
  • Managed and enhanced the existing commercial portfolio and solicited acceptable new relationships to meet pre-set financial and non-financial objectives
  • Analyzed financial statements, prepared credit applications, managed documentation, and conducted post-sanction monitoring through periodic account reviews/renewals
  • Established new borrowing relationships for Business Banking (SME), and prepared credit and financial analyses as per bank policies and procedures to enhance the bank’s market share
  • Managed the existing loan portfolio to ensure the establishment of appropriate account plans and recommended credit facilities in line with bank credit policy to maximize earnings while containing risks to an acceptable level
  • Conducted regular reviews and analyses on customers' portfolios.

Customer Service Officer

First Bank of Nigeria
07.2006 - 12.2009
  • Identified customer needs and provided optimal solutions following company policies
  • Communicated courteously with customers via telephone, email, letter, and in person
  • Provided aid and advice to customers using the organization’s products and services
  • Referred customers to specialists based on the specific nature of their inquiries or challenges
  • Created written materials for customers, often utilizing computer software packages
  • Stayed informed about the organization’s products and services and kept up to date with any changes
  • Collaborated with other managers to discuss potential improvements to customer service
  • Maintained accurate records of discussions and correspondence with customers
  • Supervised a team of customer service staff, offering upgrades and enhancements to banking services and products
  • Stayed ahead of developments in customer service by reading relevant journals, attending meetings, and participating in courses.

Education

Bachelor of Arts - International Studies and Diplomacy

Ambrose Alli University
Ekpoma, Nigeria
01.2004

N.C.E. - Business Education

Federal College of Education
Okene, Nigeria
01.1999

Skills

  • Extensive knowledge and experience in Banking/Financial Services
  • Deep understanding of QuickBooks Online functionalities and features
  • Strong grasp of accounting principles and practices
  • Exceptional customer service and interpersonal skills
  • Ability to explain complex technical information clearly and simply
  • Patience and empathy in addressing customer issues and concerns
  • Hardworking and resourceful
  • Proficient in sales and negotiation
  • Strong computer skills
  • Excellent organizational and administrative skills
  • Team building expertise

    • Accounting and bookkeeping

    Accounts Payable and Receivable

    Bank Reconciliation

    Bookkeeping

Certification

  • Certified ProAdvisor QuickBooks Online/Payroll, 2024
  • Bookkeeping Exams, 2024
  • Certificate of Achievement in Professional HR Development, 2014, Houston, Texas
  • Accounting for Non-Accountants, 2012
  • Sales and Relationship Management Program, 2011
  • Basic Credit Program, 2010
  • Negotiation Skills, 2010

Timeline

Quality Assurance Support

Intuit QuickBooks Online
08.2020 - Current

Relationship Manager

First Bank of Nigeria
01.2010 - 03.2014

Customer Service Officer

First Bank of Nigeria
07.2006 - 12.2009

QuickBooks Online Accountant Expert

Bachelor of Arts - International Studies and Diplomacy

Ambrose Alli University

N.C.E. - Business Education

Federal College of Education

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FRANCISCA OFUNNE