AMARACHI ENYINNAYA
Summary
Dynamic and award-winning Relationship Manager and Customer Service Leader with 12+ years’ experience driving Corporate and retail client portfolio growth, service excellence, and operational efficiency in high-volume banking environments. Proven track record of increasing customer retention by 45%, expanding client portfolios, and leading service teams that consistently achieved 95–98% customer satisfaction ratings. Adept at KYC/AML compliance, risk mitigation, and CRM optimisation, with a history of reducing service turnaround times by up to 40% through process improvements. Recognised for building strong client relationships, resolving complex issues, and coaching teams to exceed performance targets while maintaining regulatory and operational standards. Currently seeking to bring relationship management, customer experience, and operational leadership expertise to UK-based financial services or customer-focused organisations.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Relationship Manager
Zenith Bank Plc
Redemption camp
06.2024 - Current
- Manage a diverse portfolio of corporate and retail clients, improving customer retention by approx. 40% through proactive engagement and regular follow-ups.
- Drove cross-selling and upselling of savings, loans, digital banking, and card products, enhancing portfolio growth.
- Conduct client needs assessments and recommend tailored banking solutions, increasing product uptake by around 15%.
- Promote digital banking channels, increasing adoption by approximately 30% among managed clients.
- Resolved complex customer issues with a 90% first-contact resolution rate, improving satisfaction and trust.
- Collaborate with operations, credit, and customer service teams to ensure seamless service delivery.
- Ensure 100% compliance with KYC, AML, and regulatory requirements during onboarding and account maintenance.
- Prepared and evaluated credit applications and loan proposals with accuracy, ensuring full compliance with internal policies and regulatory standards.
- Conducted detailed creditworthiness assessments, analysing financial statements, repayment capacity, and risk indicators to support sound lending decisions.
Head, Customer Service
Zenith Bank Plc
Redemption Camp Branch
03.2020 - 04.2024
- Enhanced service efficiency by 30% through leading daily customer service operations.
- Achieved over 90% satisfaction ratings by developing and meeting ambitious customer satisfaction goals.
- Reduced repeat complaints by 25% by managing escalations and resolving high-priority issues.
- Implemented process improvements, cutting service delays by 40%.
- Trained and coached staff, boosting team performance and productivity by 35%.
- Ensured full compliance with documentation standards and audit readiness.
Customer Service Officer
Zenith Bank Plc
Olowu Branch, Lagos
01.2014 - 01.2019
- Managed customer inquiries, resolving complaints to enhance satisfaction.
- Addressed customer inquiries, ensuring timely resolutions to foster loyalty.
- Handled conflict resolution to ensure customer satisfaction and maintain positive relationships.
- Demonstrated active listening skills to understand customer needs.
- Demonstrated adaptability by adjusting strategies to meet customer needs.
- Developed strong customer relationships, contributing to retention and trust.
- Maintained and managed existing accounts.
- Captured new accounts.
- Answered questions about account types and banking products, such as E Channels onboarding, money market accounts, loans and card products.
- Exercised strong decision-making skills to resolve customer issues effectively.
- Exhibited dependability through timely responses and follow-ups with customers.
- Maintained customer database and update periodically.
- Protected the bank’s image and contributed to the achievement of the bank’s overall goals and objectives.
Bank Teller
Zenith Bank Plc
Ibadan 3 Branch
01.2013 - 01.2014
- Balanced cash drawers daily, maintaining accuracy and integrity of funds.
- Delivered exceptional customer support, enhancing branch service ratings and customer satisfaction.
- Ensured compliance with financial controls and security procedures to safeguard assets.
Sales Representative
Virgin Colors Beverages
Lagos
01.2008 - 12.2008
- Built customer relationships through targeted outreach and engagement.
- Increased brand visibility by 40% through targeted outreach.
- Supported sales growth by engaging customers and promoting product benefits.
Education
Leadership and Management -
University of Washington
06.2024
Advanced Diploma - Data Analytics
Baze University
Nigeria01.2024
Msc. PH -
University of Lagos
01.2024
Certificate in IT -
British Computer Society
01.2022
Bachelor of Science - Microbiology
University of Ibadan
Ibadan01.2011
Diploma in Computer -
NIIT Computer Institute
01.2005
Skills
- Client relationship management
- Customer retention strategies
- Regulatory compliance
- Portfolio management
- Digital banking promotion
- Needs assessment
- Financial analysis
- Credit evaluation
- Conflict resolution
- Process improvement
- Team leadership
- Customer Service
- Sales and marketing strategy
- Premium client management
- High-volume client portfolios
Accomplishments
- Promoted to Head, Customer Service owing to excellence in delivering excellent client service.
- Consistently met performance milestones in speed, accuracy, and volume.
- In 2019, attained best Customer Service Officer of the Year Award.
- Successfully handled 1000+ customers’ accounts simultaneously for 4 years.
- Developed exceptional attendance record with special attention to punctuality and preparation to work upon arrival.
Additional Information
Comfortable working on varied and complex issues., Dependable, focused and willing to learn., Self-motivated, energetic, disciplined and determined to succeed., Ability to operate under and deliver to demanding pressures., Able to self-start own improvement initiatives., Good team leader and player., Capable of working under limited supervision., Possessing a responsible attitude, tact, patience, and courtesy., Conflict management and prioritization of skills.
Hobbies and Interests
- Reading
- Travelling
- Creative Reasoning
- Planning
- Organizing
- Meditating
References
Available upon request
Volunteer Experience
- Board Member, Emmanuel and Esther Adedeji Foundation, 2020-03-01, Involved in helping indigent members in the community and distribution of back to school supplies to students who cannot afford it.
- Hostess, Zenith Youth Parade, 2023
- Volunteer, Typhoid fever eradication intervention, University of Lagos, 2023-05-01
Languages
French
Beginner
A1
English
Proficient
C2
Certification
Fundamentals of risk managment
Credit Writing
Chartered institute of Banking Nigeria
Interests
- Meeting people, traveling, reading and meditating
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Relationship Manager
Zenith Bank Plc
06.2024 - Current
Head, Customer Service
Zenith Bank Plc
03.2020 - 04.2024
Customer Service Officer
Zenith Bank Plc
01.2014 - 01.2019
Bank Teller
Zenith Bank Plc
01.2013 - 01.2014
Sales Representative
Virgin Colors Beverages
01.2008 - 12.2008
Leadership and Management -
University of Washington
Advanced Diploma - Data Analytics
Baze University
Msc. PH -
University of Lagos
Certificate in IT -
British Computer Society
Bachelor of Science - Microbiology
University of Ibadan
Diploma in Computer -
NIIT Computer Institute