Lawrence O.
Customer Service Representative
Odenton,MD
Summary
Highly motivated and results-driven professional with extensive experience across multiple departments in the banking sector. Consistently exceeds expectations in positions of increasing responsibility. Known for delivering excellent customer service and functioning effectively as a team player. Possesses exceptional communication skills in verbal, written, presentation, and rapport building. Goal is to contribute value to any organization joined, excelling in all assigned duties with minimal supervision. Thrives in environments that value hard work, merit, and provide opportunities for development and advancement. Adept at maintaining highest level of secured environment, acquiring new clients and cultivating profitable relationships as a business-driven relationship manager. Brings a dynamic approach to collaboration and decision-making with over 17 years of experience, assisting clients with good customer service, security matters, financial planning processes and analyzing financial data.
Overview
18
18
years of professional experience
Work History
Head of Branch Protocol
First City Monument Bank Ltd (FCMB)
10.2018 - 05.2024
- Ensure facilities are provided with high quality security services to protect people and property.
- Receive and direct over 100 calls daily and ascertained nature of call before determining appropriate action
- 24/7 on call rotation
- Handle multifaceted tasks like fast accurate data entry and resolving tickets in a timely manner.
- Demonstrate ability to multi-task when talking to clients including entering information in the database, updating contact
information and requesting services when appropriate. - Build, improve and maintain effective relationships with clients, employees and guests
- Developed Standard Operating Procedures (SOPs) – written step-by-step instructions that describe how to perform routine activities to help maintain consistency, safety and efficiency in our department.
- Created training videos to assist my team with filling out their daily activity reports and accurately log their patrol activities.
- Responsible for training of new security professionals
- Communicating job expectations, appraising job results, coaching, counseling and disciplining employees as needed
- Enforcing systems, policies and procedures
- Report safety concerns, security breaches and unusual circumstances verbally and in writing
- Handle both common and crisis situations at the client site, calmly and efficiently
- Accurately report hours worked by team to payroll
Customer Service Manager
First City Monument Bank Ltd. (FCMB)
08.2013 - 09.2018
- Ensured smooth operation of branch services.
- Increased branch's low cost through exceptional customer service
- Managed a team of customer service officers, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Functioned as a control officer for ensuring checks and balances within the branch.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Collaborated with sales teams to develop tailored solutions for prospective clients, resulting in increased revenue generation opportunities.
Banking Operation/AML/KYC Analyst
First City Monument Bank Ltd. (FCMB)
08.2009 - 07.2013
- Conducted thorough due diligence to verify the identity of clients and assess their risk profiles.
- Maintained accurate cash balances through diligent counting of currency, checks, and other negotiable instruments.
- Evaluating the risk associated with customers and transactions, categorizing clients based on their risk levels, and recommending appropriate measures.
- Improved customer satisfaction by efficiently processing cash transactions and providing prompt service.
- Enhanced operational efficiency by consistently reconciling daily transactions and resolving discrepancies.
- Ensured proper accountability of cash management and reconciliation for 5 ATMs, both on-site and off-site
- Managed the customer service team across multiple branch locations as the Customer Service Manager, overseeing all branch operations.
Funds Transfer Officer
First City Monument Bank LTD. (FCMB)
08.2006 - 07.2009
- Efficiently managed payment and remittance process
- Managed the processing of international trade documents including Form M and Form A
- Performed thorough checks of accounts and successfully reconciled discrepancies
- Efficiently handled the processing of both inward and outward clearing cheques.
- Expedited the processing of high-volume fund transfers during peak periods, maintaining accuracy and timeliness of transactions.
- Managed all aspects of processing Managers Cheque including issuance, liquidation, cancellation, and movement to stale account.
- Enhanced funds transfer efficiency by implementing streamlined procedures and optimizing system functionality.
- Oversaw the handling of foreign exchange transactions, including sales of Personal and Business Traveling Allowances (PTA/BTA) and processing travelers checks.
Education
Master of Arts - Masters in Managerial Pschology
University of Ibadan
Ibadan, Oyo State, Nigeria12.2011
Graduate Member - Proficiency Certificate in Management
Nigerian Institute of Management
Nigeria03.2006
Bachelor of Science - Economics
University of Ado Ekiti
Ado Ekiti, Ekiti State, Nigeria12.2004
Skills
- Business Development
- Persuasion techniques
- Relationship Management
- Marketing knowledge
- Financial Acumen
- Creativity and Innovation
- Time Management
- Solution management
Personal Information
- Place of Birth: Osun
- Date of Birth: 08/19/77
- Gender: Male
- Marital Status: Married
Meeting people, Brainstorming, Traveling
I love to meet and interact with people, whether new or excising known people, to solve issues and brainstorm on preventive solutions.
Timeline
Head of Branch Protocol
First City Monument Bank Ltd (FCMB)
10.2018 - 05.2024
Customer Service Manager
First City Monument Bank Ltd. (FCMB)
08.2013 - 09.2018
Banking Operation/AML/KYC Analyst
First City Monument Bank Ltd. (FCMB)
08.2009 - 07.2013
Funds Transfer Officer
First City Monument Bank LTD. (FCMB)
08.2006 - 07.2009
Master of Arts - Masters in Managerial Pschology
University of Ibadan
Graduate Member - Proficiency Certificate in Management
Nigerian Institute of Management
Bachelor of Science - Economics
University of Ado Ekiti
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