Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Njavete Kuni Kwaya

Utica

Summary

Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for proactive approach to identifying and addressing issues. Strong focus on optimizing processes and supporting team objectives.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Sales and Relationship Management

FirstBank Nigeria
09.2015 - 05.2019
  • Presented detailed reports on account status and growth opportunities to executive leadership.
  • Monitored competitor activities to maintain competitive advantage.
  • Analyzed client data to identify and capitalize on growth opportunities.
  • Renewed accounts by fostering strong client relationships.
  • Onboarded new team members to enhance organizational integration.
  • Drove sales of company products through strategic customer engagement.
  • Developed strategies to boost revenue from existing accounts.
  • Coordinated with logistics teams for timely product delivery.

Head Customer Service (Relief)

FirstBank Nigeria
10.2014 - 09.2015
  • Ensured compliance by verifying customer ID and documentation.
  • Onboarding of personal and business clients through efficient bank account openings.
  • Issued debit and credit cards to improve service efficiency for customers.
  • Managed multiple software systems to activate or deactivate services like statements and alerts as requested.
  • Addressed customer complaints, like ATM use errors, swiftly, enhancing overall satisfaction levels.
  • Used expertise to recognize customer needs accurately, and deliver effective solutions.
  • Worked collaboratively with team members to fulfill project objectives timely.
  • Engaged customers effectively through in-person and phone service interactions.

Contact Center Rep (Firstcontact)

FirstBank Nigeria
04.2013 - 10.2014
  • Supervised performance of customer support officers to achieve exceptional service standards across all channels.
  • Compiled daily, weekly, and monthly reports on communications, SLAs, and customer feedback for e-business products.
  • Resolved customer requests, complaints, and inquiries promptly via email and phone.
  • Utilized Microsoft Office Suite and Salesforce to enhance operational efficiency.
  • Promoted products and services during account management and order calls to maximize sales opportunities.
  • Engaged with customers to understand needs and provide effective solutions while maintaining professionalism.
  • Prevented key account losses by investigating discrepancies and implementing corrective actions.
  • Achieved or surpassed benchmarks for call speed, accuracy, and volume consistently.

Education

BSc - Banking and Finance

Adamawa State University MUBI
09.2009

Skills

  • Analytical thinking
  • Strong interpersonal communication
  • Team-building expertise
  • Responsibility in task completion
  • Strategic issue resolution
  • Approachable demeanor
  • Proficient in organization techniques
  • Creative problem-solving in conflict resolution
  • Multitasking in contact center environments
  • Proficient in CRM and Microsoft applications

Certification

  • ACIB
  • Associate Member of the Chartered Institute of Bankers in Nigeria

Timeline

Sales and Relationship Management

FirstBank Nigeria
09.2015 - 05.2019

Head Customer Service (Relief)

FirstBank Nigeria
10.2014 - 09.2015

Contact Center Rep (Firstcontact)

FirstBank Nigeria
04.2013 - 10.2014

BSc - Banking and Finance

Adamawa State University MUBI

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Njavete Kuni Kwaya