Hi, I’m
FIDELIA OKOLO
CUSTOMER SERVICE ADVISOR
MANCHESTER
Summary
Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.
Overview
6
years of professional experience
3
Certifications
Work History
ProvidusBank PlcLagos
Customer Service Officer
01.2021 - 12.2022
Job overview
- Provided professional and helpful support to new and existing clients
- De-escalated objections and disputes professionally to maintain customer satisfaction
- Responded to and summarized customer complaints and feedback through phone calls and Email
- Advised management of customer service trends, creating proactive strategies to maintain best practices
- Thoroughly monitored compliance with customer service standards to maintain bank reputation
- Improved customer retention by 25% through service and account management
- Obtained feedback from customers to improve service experience
- Maintained excellent client satisfaction by providing in-depth support
- Applied conflict management to stressed and concerned customers
- Recorded information about inquiries and complaints within internal database
- Supervised Opening of new accounts especially the Tier2 retail accounts to increase the bank retail customer base
- Achievement: Increased the branch number of retail accounts by 20% Increased the use of the bank mobile application and USSD Banking in my branch by 40%.
ProvidusBank PLC, Product and Services
01.2017 - 12.2021
Job overview
- Communicated the business value to stakeholders to get 100% buy-in, and ensured they understood the intent behind the product/release
- Supported the development team to deliver products within quick time-to-market with optimal resources
- Monitored key measures and metrics, using analytical tools to understand the performance of your products
- Conducted usability testing to eliminate possible bottlenecks; successfully ensured smooth UX
- Contributed to defining and resolving dependencies, issues and risks
- Collaborated with sales and marketing teams to create strategies for the product
- Created detailed user stories that elaborated the epic into end-to-end functionality
- Key Accomplishments:
- Strategically owned the product life cycle; and ensured achievement of strategic and commercial KPIs.
Education
Manchester Metropolitan University
Master of Science from Management and Consultancy
University of Port
Bachelor of Computer science from science and Education Technology
Skills
Knowledge of products or servicesundefined
Certification
Anti-Money Laundry Compliance Training -Data Pro Limited (2017)
Affiliations
Building Digital Products – Product School (2021)
Executive trainee – 1BFCalliance Limited (2018)
Timeline
Customer Service Officer
ProvidusBank Plc
01.2021 - 12.2022
ProvidusBank PLC, Product and Services
01.2017 - 12.2021
Manchester Metropolitan University
Master of Science from Management and Consultancy
04.2023
University of Port
Bachelor of Computer science from science and Education Technology
05.2014
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