BENITA UKONU
Manchester
Summary
A skilled customer relationship manager with over 12 years' experience in the banking and finance industries, highly experienced in delivering an excellent Customer experience. A proactive Customer Success Manager exceptional at building strong credible relationships through monitoring and measuring customer satisfaction and taking action to remedy any concerns. Highly skilled at resolving complex customer queries, streamlining processes to boost efficiency and ensure seamless customer experience
Overview
11
11
years of professional experience
13
13
years of post-secondary education
Work history
Senior customer service and technical support
The Co-operative bank plc
2023.05 - Current
- Assisted clients with complex inquiries, ensured they were satisfied with the resolutions provided using product knowledge and service expertise..
- Collaborated closely with other departments for seamless problem resolution process for customers.
- Implemented feedback system to ascertain customer experience levels and areas of improvement.
- Worked flexible hours, covering nights, weekends and bank holidays.
- Handled difficult customers calmly, maintaining professionalism at all times.
- Developed strategies with an aim to improve overall customer experience.
- Employed active listening and product expertise to successfully resolve inbound queries.
- Processed and issued refunds, exchanges and credit notes, providing tailored solutions to customer issues.
Customer relationship manager (Team Lead)
The United bank for Africa PLC
2022.06 - 2023.03
- Organised training sessions to enhance team performance.
- Improved customer satisfaction by managing relationships effectively.
- Monitored competitor activities and aligned strategies accordingly for a competitive edge.
- Participated actively in business strategy meetings, contributing valuable insights from a customer perspective.
- Utilised CRM systems to streamline customer management processes.
- Trained new employees in aligning their roles to company's objectives and goals.
- Liaised between customers and internal departments, facilitating smooth operations.
- Conducted market research, keeping up-to-date on industry trends.
- Increased revenue by acquiring new customers and determining needs to offer relevant products.
- Closely monitored weekly sales to write reports for senior leadership and streamline operational processes.
- Fostered a high-performing environment to drive productivity and quality.
- Negotiated successful outcomes in challenging scenarios, demonstrating strong problem-solving skills.
- Led project coordination, resulting in timely delivery.
- Professionally handled difficult customer complaints and objections to maintain first-class customer service standards.
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Customer relations manager
Keystone bank Ltd
2019.06 - 2022.06
- Ensured compliance to regulations whilst maintaining quality standards in service delivery.
- Created customer engagement strategies leading to improved brand image.
- Developed comprehensive reports, providing insights into customer behaviour patterns.
- Organised training sessions and workshops for customers to enhance customer experience
- Advised on product development based on customer feedback and market trends.
- Liaised between customers and internal departments, facilitating smooth operations.
- Monitored competitor activities and aligned strategies accordingly for a competitive edge.
- Helped resolve client problems quickly with superior customer service.
- Reached out to prospective customers and warm leads to establish friendly, professional relationships.
- Troubleshot technical issues, ensured smooth user experience for customers.
- Utilised CRM system for effective customer database management.
- Fostered long-term relationships with key accounts.
Customer success manager
Sterling bank plc
2015.08 - 2019.06
- Developed new programs to meet evolving demands of customers.
- Coordinated support team for improved customer satisfaction rate.
- Led customer success initiatives, boosting overall loyalty and engagement rates.
- Facilitated training sessions, enhancing team's product knowledge.
- Utilised CRM systems to streamline customer management processes.
- Cultivated lasting client relationships through personalised service approach.
- Piloted the introduction of new products or services into the market, reinforcing brand reputation among existing clients.
- Engaged in regular meetings with sales team for aligned business objectives.
- Evaluated customer feedback and presented findings to stakeholders to improve retention strategy.
- Made growth-focused recommendations to increase account ROI.
- Drove customer experiences through targeted insights analysis.
Education
Foundation in BCS Business Analysis
2026 -
Master of Science (Msc.Ed) - Measurement and Evaluation
Imo State University
Nigeria 2014.10 - 2017.10
Bachelor of Science - Computer science Education
Madonna University
Nigeria 2005.01 - 2009.01
Brainfield college
Nigeria 1998.01 - 2004.01
Skills
- Microsoft office suite mastery
- Exceptional communication
- Excel proficiency
- User experience design
- CRM Software proficiency
- Onboarding processes
- Customer retention strategies
- Customer Service
- Process Improvement
- SaaS platforms familiarity
- Troubleshooting and problem solving skills
- Strong Analytical skills
- Excellent Interpersonal skills
- Customer relationship
- Strong negotiation skills
Timeline
Senior customer service and technical support
The Co-operative bank plc
2023.05 - Current
Customer relationship manager (Team Lead)
The United bank for Africa PLC
2022.06 - 2023.03
Customer relations manager
Keystone bank Ltd
2019.06 - 2022.06
Customer success manager
Sterling bank plc
2015.08 - 2019.06
Master of Science (Msc.Ed) - Measurement and Evaluation
Imo State University
2014.10 - 2017.10
Bachelor of Science - Computer science Education
Madonna University
2005.01 - 2009.01
Brainfield college
1998.01 - 2004.01
Foundation in BCS Business Analysis
2026 -