ELIZABETH ADEBOWALE SAMUEL
Birmingham
Summary
Self-motivated Relationship Officer skilled in providing extraordinary customer service internally and externally to develop relationships and create positive customer experiences. Proven record of achieving operational efficiency and quality standards and demonstrating compliance with regulations. Exhibits exceptional analytical skills and to conceptualize proposals and provide viable solutions.
Overview
8
8
years of professional experience
Work History
Relationship Officer
United Bank for Africa. (UBA)
01.2021 - 07.2022
- Mapped out and implemented scalable strategies for the promotion of different products, marketing different product offerings to targeted customers
- Increase yearly profit of my branch by 75%
- Achieve CASA budget over 100%
- Liaised with the marketing manager, to explore opportunities in new terrains and increase revenue for the bank
- Initiate credit approvals to process customer’s transactions such as APG, BANK Guarantee and other contingent liability
- Monitored, followed-up and escalated cases to meet customer response commitments.
- Retained and grew portfolio of relationships by performing proactive, mobile and value-adding partnership role.
- Monitored issues carefully and reached out to customers to provide immediate resolution and maintain satisfaction.
- Developed summaries to assess each client's participation level and determine targets for follow-up plans.
- Reviewed and analyzed client support usage and formulated recommendations in collaboration with operation teams.
Head Customer Service Officer
United Bank for Africa. (UBA)
01.2020 - 12.2020
- Successfully lead my team to build up a high performance team
- Responsible for customer service support processing activities
- Recommend process improvement
- Maintenance of up-to-date registers for customers' transactions and instructions as required under the existing policies and procedures
- Investigated and resolved customer inquiries and complaints quickly
- Ensure timely printing Off Cycle Customers Statement for properly authorized requests and ensure charges are taken
- Supervised account opening process, ensuring timely opening of new accounts on the system for all requests with the required documents or with the appropriate deferrals
- Followed-through on all critical inter-departmental escalations to increase customer retention rates
- Ensured timely and accurate processing of standing instruction
- Prepared variety of different written communications, reports and documents.
- Maintained excellent attendance record, consistently arriving to work on time.
Customer Relationship Officer
United Bank for Africa. (UBA)
09.2017 - 12.2019
- Managed the daily interactions and liaison between the customer and the bank ensuring optimal services at every point in time
- Handled customer remittances for different regulatory agencies, creating sustainable and mutually beneficial relationships with them
- Mitigated and ameliorated different customer complaints, improving our customer experience during the process
- Piloted different processes like – Investment Banking, Consumer loan, offshore Money Transfer, Debit Cards Collections, Treasury Trade Savings Accounts, Current and savings Accounts Domiciliary, Non-Resident African Banking
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Used consultative techniques to understand customer needs and make strategic referrals to business partners.
Finance/Accounting Officer
Global Haulage Resources Limited
02.2016 - 07.2017
- Managed the inflow and outflow of cash, ensuring balanced books at the end of the month
- Prepared periodical financial reports and managed the account reconciliation for the company
- Worked on the alignment of different source documents and ledgers for uniformity purposes.
Bar/Restaurant Supervisor
Machion
Barbecue
01.2015 - 09.2015
- Managed the attendants, ensuring optimum services is provided to our customers
- Reduced restaurant expenses by 20% by raw material purchase directly from manufacture
- Built and sustained mutually beneficial relationship with vendors, creating a win/win situation for different stakeholders
- Ascertained Quality control in food, raw materials and other edibles to protect the clients from any form of hazards.
Hotel Supervisor
Brave Heart Court
02.2013 - 09.2014
- Created work schedules for the members of staff to enhance their productivity
- Innovate new product line – Breakfast in Bed, Office Lunch Delivery, Wednesday Two in One Sales
- Managed the third-party vendors and inventory control, ensuring the hotel has requisite equipment to function per time
Education
MSc - International Business with Data Analytics
Ulster University
BSc. - Business Administration
Ajayi Crowther University
H.N.D - Business Administration
Ogun State Institute of Technology
Chartered Post-Graduate Diploma - Customer Relationship Management
Chartered Institute of Customer Relationship Management of Nigeria
Skills
Captivating communication skillsExcellent Interpersonal skillsProficient networking skills
Adept use of Microsoft Office Suite (Word, Excel and Power Point)
Asset Management
Business relationship cultivation
New business generation
Strategic selling
Risk management
Sales expertise
Data Analytics
Financial planning processes
Timeline
Relationship Officer
United Bank for Africa. (UBA)
01.2021 - 07.2022
Head Customer Service Officer
United Bank for Africa. (UBA)
01.2020 - 12.2020
Customer Relationship Officer
United Bank for Africa. (UBA)
09.2017 - 12.2019
Finance/Accounting Officer
Global Haulage Resources Limited
02.2016 - 07.2017
Bar/Restaurant Supervisor
Machion
01.2015 - 09.2015
Hotel Supervisor
Brave Heart Court
02.2013 - 09.2014
MSc - International Business with Data Analytics
Ulster University
BSc. - Business Administration
Ajayi Crowther University
H.N.D - Business Administration
Ogun State Institute of Technology
Chartered Post-Graduate Diploma - Customer Relationship Management
Chartered Institute of Customer Relationship Management of Nigeria