Summary
Overview
Work History
Education
Skills
Certification
Hobbies
Timeline
Generic

OBEHI AFUAH

Nigeria

Summary

Service Executive Manager A dedicated service professional with over six years of experience in the field of service delivery with 4 years in customer service and two years in the supervision of payment and receipts of cash in the operational aspect of business service division. Skilled in evaluating the cash flow, ATM management and administration of the vault to bring about optimal service delivery with the appropriate TAT. Committed and professional Service Advisor with proven ability to effectively manage customer inquiries, provide accurate advice and ensure customer satisfaction. Excellent communication and problem-solving skills for providing customers with best possible service.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Service Executive

Heritage Bank Plc
06.2021 - 07.2023
  • Supervision of payment and receipts of cash in operational aspect of business service division, in providing exceptional service delivery within appropriate TAT
  • Supervise and train service associate to ensure that customer's transaction are carried out in timely manner and within stipulated policy and regulatory guidelines
  • Resolved, reconcile and monitor all GL's and ATM's with 85% turnover on ATM time
  • Handles all cash related requests, evacuation in and out of operational premise in accordance to approved cash limit.
  • Maintained high customer satisfaction standards to meet or exceed targets.
  • Handled customer issues with confidence, using complex problem solving to provide effective resolution.
  • Suggested additional services to customers in order to meet upsell goals.
  • Pleasantly greeted customers and asked open-ended questions to better determine needs.
  • Educated customers regarding regular maintenance protocols to preserve vehicle condition.
  • Documented problems and corrective actions to maintain records.
  • Followed up with customers to offer additional support and check resolution satisfaction.
  • Developed estimates by costing materials, supplies, and labor.
  • Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
  • Examined service history and provided initial inspection of vehicle to identify issues.
  • Developed process improvements to enhance overall delivery of service.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.

Customer Service Executive

Heritage Bank Plc
01.2016 - 01.2021
  • Equipped with responsibility of handling all customer's complaints, inquires and request in experience center
  • Cross-sell products and service details to customers and intending customers with increased investment rate of 100% achieved result
  • Opening and maintenance of all types of account for customers and ensuring account have accurate and complete documentation, in compliance with bank's policy and regulatory guidance
  • Maintained customer satisfaction with forward- thinking strategies focused on addressing customer needs and resolving concerns with stipulated TAT
  • Update account information to maintain accurate records at all times and escalate all service related issues to appropriate team for swift resolution.
  • Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
  • Described product and service details to customers to provide information on benefits and advantages.

Account Assistant

Acro Global Resources
01.2014 - 11.2015
  • Acro Global Resources, Benin city
  • During internship, opportunity to learn how to manage and reconcile portfolio of clients and estimated outstanding bills to avoid errors and duplication
  • Assist accountant to complete monthly payments and salaries
  • Confirmation of bills to clients, successfully introduced and managed 10 customers.
  • Entered customer order details into system, accepted payments and updated accounts.
  • Documented sales, customer interactions and concerns and generated update reports for senior management.

Education

Bachelor of Science - Accounting

University of Benin

Account Software: QuickBooks & Sage 50 - undefined

Maximus Professionals

Certificate of Achievement- Data Analyst(Power Bi) - undefined

CAIPi

Skills

  • Microsoft Office
  • Data Analyst
  • Attention to Detail
  • CRM
  • Analytical skills
  • Communication
  • Customer Care
  • Customer Loyalty
  • Account Closing
  • Sales Presentation
  • Performance Tracking and Evaluations
  • Data Input
  • Customer Relationship Management
  • Customer Experience
  • Escalation Procedures
  • Professional Relationships
  • Scheduling and Coordinating
  • Training Junior Team Members
  • Cash Reconciliation
  • Account Changes
  • Loan Applications
  • Customer Transactions
  • Customer Inquiries
  • Managing Operations and Efficiency

Certification

Certified- Conduct & Ethnics Professional, Chartered Institute of Bankers of Nigeria – 2021

Annual Ethics & Compliance Certification Programme – Chartered Institute of Bankers of Nigeria - 2022

Hobbies

Travelling, cooking and watching movies. Travelling is a form of stress relieve for me and I enjoy cooking as I grew up with a chef as a mom.

Timeline

Service Executive

Heritage Bank Plc
06.2021 - 07.2023

Customer Service Executive

Heritage Bank Plc
01.2016 - 01.2021

Account Assistant

Acro Global Resources
01.2014 - 11.2015

Bachelor of Science - Accounting

University of Benin

Account Software: QuickBooks & Sage 50 - undefined

Maximus Professionals

Certificate of Achievement- Data Analyst(Power Bi) - undefined

CAIPi

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OBEHI AFUAH