Summary
Overview
Work History
Education
Skills
Languages
Awards
BusinessAnalyst
CHISOM AKUNYILI

CHISOM AKUNYILI

Rainham,HAV

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Also, a Seasoned Service Manager bringing 5 years of banking experience.

Proficient in business practices, standards of operation, and customer needs. Empowering leader with a passion for developing teams with a focus on exceptional service delivery and customer retention.

My academic training has interfaced with intensive research experiences, which can be tailored to help this Institution to meet the growth, and financial needs of society in ways that are economically, socially, and environmentally viable both in the present time and in the future

Overview

8
8
years of professional experience
1
1
Certification

Work History

Service Manager

STERLING BANK PLC
01.2023 - 08.2023
  • Provide leadership for the branch operations team.
  • Ensure timely first-call resolution on all issues.
    reported by customers at the branch or escalate as
    may be necessary and follow through for resolution.
  • Ensure availability and efficient functioning of all
    payment channels attached to the Branch such as Remita, PayDirect, Western Union, Moneygram, World Remit, CBN Trade Services
  • Monitor, proof, and manage customer and internal.
    accounts of the branch
  • Manage branch liquidity and ensure safety and
    security of assets
  • Ensure excellent functioning of branch security,
    fire, and burglary systems
  • Guarantee top control/risk ratings for the branch not
    below benchmark established for any given period
  • Ensure complete KYC/B on all aggressively
    reactivated dormant and inactive accounts.
  • Guarantee full compliance with all the Banks policies and procedures including regulations from CBN and other regulatory agencies
  • Kept watchful eye on equipment inventories, optimizing work readiness and aligning supplies with specifications for each job.
  • Organize regular In-house learning sessions to keep
    the team abreast of current development
  • Trained less-skilled service workers on standards, efficiency, and conflict resolution for best-in-class customer service.
  • Worked with customers to educate and inform them about new products and services.
  • Handled Cash on all denominations payable to customers, and from the central vault of the bank
  • Handles the Daily call over on all transactions carried out by the universal tellers of the branch
  • Supervises the universal tellers of the branch, (dotted reporting CEMPs & Front Office Assistants)
  • Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
  • Resolved customer complaints in professional and timely manner.
  • Resolved customer complaints in professional and timely manner.

Customer Service Manager

Fidelity Bank
09.2018 - 02.2023
  • Provide primary customer support to internal and external customers.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lag.
  • Maintain customer satisfaction with forward-thinking strategies that address customer needs and resolve concerns.
  • Took ownership of customer issues and followed problems through to resolution.
  • Stock taking and engagement with vendors regarding stock reorder levels and special orders.
  • Liaise with customers, management, and sales team to resolve customer complaints and needs and recommend appropriate solutions.
  • Handle day-to-day customer contact via phones, faxes, and emails.
  • Seek ways to improve processes and services provided.
  • Supervisory/Training of newly employed staff on customer service.
  • Determine to reorder levels, update accounts, and maintain detailed records for inventory management.
  • Follow through on all critical inter-departmental escalations to increase customer retention rates.
  • Improve sales abilities and product knowledge continuously to provide optimal service to customers.
  • Maintaining an effective file management system
  • Effective liaison between customers and internal departments.
  • Promote superior customer experience by addressing their complaints, demonstrating empathy, and swiftly resolving problems.
  • Maintained a clean and orderly work environment to ensure a conducive work ambiance.
  • Introduced higher standards for customer service and increased efficiency by streamlining operations.
  • Supervises subordinates on all corporate and savings accounts opened, and track ATM card issuing.
  • Handles Monthly Reports on the stock of ATM cards, Hard tokens, and checkbook requisition.
  • Vast Knowledge of the Core Banking Application FINACLE 7.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.

Assistant Internal Auditor

Bureau of local government and chieftaincy Affairs
09.2015 - 08.2016
  • Conducted due diligence on the company and its industry by researching, reading financial statement and market data for internal use.
  • Worked with senior auditors to plan audit strategy and timeline, while Ensuring that compliance regulations are met.
  • Held meetings and provided information to various Executive managers which includes summaries of research, investment ideas, and risks and payoffs of various strategies.

Education

Master of Science - Economics

UNIVERSITY OF LAGOS
LAGOS,NIGERIA
03.2019

Bachelor of Science - Economics

University of Nigeria
Enugu
09.2014

WEST AFRICAN EXAMINATION COUNCIL - WAEC

Holy Rosery College Uwani
Enugu
09.2008

Skills

  • Critical Thinking
  • Quality Assurance
  • Regulatory Compliance
  • Staff Management
  • Staff Training
  • Account Management
  • Customer Relations
  • Understanding customer's needs
  • Efficient and detail oriented
  • Stock Management
  • Computer Proficiency
  • Team Development
  • Customer Retention Strategies
  • Calm and Professional Under Pressure
  • Filing
  • Documentation
  • Prioritization

Languages

English Language, Igbo Language
Native language

Awards

CERTIFICATE OF RECOGNITION

CX CHAMPION AWARD 2022 (FIDELITY BANK PLC).

Similar Profiles

CREATE PROFILE
CHISOM AKUNYILI