ANDREW OSAKWE
Sheffield
Summary
Accomplished professional with expertise in Customer Relationship Management, Customer Service representative and Business Process Improvement. Proven track record in Complaint Resolution & Customer Retention, Banking Operations & Financial Advisory, and Office Administration & Support. Adept at KPI Monitoring & SLA Management, utilizing CRM & Data Tools (MS Excel, CRM Systems) to drive efficiency. Strong verbal and written communication skills enhance team collaboration and stakeholder engagement. Committed to delivering exceptional customer focus while continuously seeking opportunities for career advancement within the financial services sector.
Overview
12
12
years of professional experience
27
27
years of post-secondary education
Work History
Facilities Assistant
The University of Sheffield
Rotherham
09.2024 - 04.2025
- Support day-to-day campus operations ensuring facility standards, safety, and cleanliness
- Serve as key liaison for staff and student service requests, maintaining efficient communication
- Uphold confidentiality and professional standards in administrative tasks and issue resolution
- Maintained clean and safe environment by regularly inspecting facilities.
- Adhered to health and safety regulations at all times, promoting a secure working atmosphere.
Customer relationship officer
Guaranty Trust Bank Plc
01.2017 - 01.2024
- Company Overview: A leading financial institution in Nigeria
- Managed a portfolio of 1,500+ clients, providing tailored financial solutions and achieving a 98% satisfaction rating
- Facilitated cross-functional collaborations, delivering projects on time and enhancing service workflows
- Increased customer retention by over 30% through personalized engagement and product advisory
- Streamlined internal reporting by implementing effective data management practices using Excel and CRM systems
- Conducted staff training and process documentation to boost efficiency and compliance
- Contributed ideas during strategy meetings that led to enhancement in overall customer satisfaction levels.
- Maintained up-to-date knowledge on company policies, procedures and offerings for accurate information dissemination to customers.
- Educated customers about company products, services and special offers.
Customer Service Representative
Guaranty Trust Bank Plc
11.2012 - 12.2016
- Company Overview: A leading financial institution in Nigeria
- Handled 60+ daily customer queries, complaints, and transaction issues across digital and branch platforms
- Contributed to a 20% boost in product adoption through active customer education and upselling
- Ensured full compliance with regulatory and internal banking procedures, reducing risk and service errors
- Coordinated with departments to resolve complex issues swiftly, improving customer turnaround time
- A leading financial institution in Nigeria
Education
MSc - Information Technology Management
Sheffield Hallam University
Sheffield BSc - Computer Science
National Open University of Nigeria
Nigeria 01.2014 - 01.2020
HND - Computer Science
The Polytechnic Ibadan
Nigeria 01.2004 -
Skills
- Customer Relationship Management
- Data Analysis & Reporting
- Business Process Improvement
- Complaint Resolution & Customer Retention
- Banking Operations & Financial Advisory
- Office Administration & Support
- KPI Monitoring & SLA Management
- CRM & Data Tools (MS Excel, CRM Systems)
- Verbal & Written Communication
- Team Collaboration & Stakeholder Engagement
- Customer focus
Languages
English
Custom
Available on request
Affiliations
- Reading , Football , Meeting New Friends
References
References available upon request.
Timeline
Facilities Assistant
The University of Sheffield
09.2024 - 04.2025
Customer relationship officer
Guaranty Trust Bank Plc
01.2017 - 01.2024
BSc - Computer Science
National Open University of Nigeria
01.2014 - 01.2020
Customer Service Representative
Guaranty Trust Bank Plc
11.2012 - 12.2016
HND - Computer Science
The Polytechnic Ibadan
01.2004 -
MSc - Information Technology Management
Sheffield Hallam University
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