Summary
Overview
Work history
Education
Skills
Languages
Timeline
Hi, I’m

Kennedy Nwosu

Leigh,Wigan

Summary

An accomplished Operations and Customer Service Representative of fifteen years experience, consistently maintaining customer satisfaction and contributing to company success. Motivated professional capable of building productive relationships, resolving complex issues and winning customer loyalty. Proficient in handling complex customer issues and promoting positive experiences. Efficiency-driven and organised with team-orientated mentality, with a history of building customer satisfaction and business retention by delivering top-notch support and service.

Overview

23
years of professional experience
6
years of post-secondary education

Work history

Diligenta Ltd / Scottishwidows Ltd
Glasgow, Glasgow City

Customer service representative
08.2022 - Current

Job overview

  • Answering customer telephone calls promptly and with improved on-hold wait times.
  • First point of contact for policy holders or customers who are looking to cancel or renew their plans or policies.
  • Handling customer complaints, providing appropriate solutions to guarantee positive outcomes.
  • Assisting customers with varying questions using product knowledge and service expertise.
  • Managing high-volume customer queries simultaneously through effective multitasking.
  • Building a rapport with the customers, winning their loyalty, knowing their individual needs and placing their interets first, so they can continue to do business with us
  • Maintaining customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.
  • Participating in regular training to maintain up-to-date knowledge on company products and policies.
  • Resolving customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
  • Assisting customers with product complaints, logging issues for investigation and providing replacement items.
  • A trusted adviser, offering factual information from reliable sources and directing callers to pertinent guidance, support services, or regulated financial advice when required.
  • Consistently achieving service rating targets, managing customer enquiries with personalised care and attention.
  • Adhering strictly to policies and procedures for continued company compliance.
  • Demonstrating sensitivity, emotional resilience and understanding of the needs of the vulnerable customers
  • Processing inbound and outbound customer calls, providing information on service or product upgrades
  • Employing active listening and product expertise to successfully resolve inbound queries.
  • Identifying the remote and immediate causes of the customers' complaints, and escalating to the relevant areas/teams as the case may be.
  • Supporting customers with any questions, issues, feedback, and general queries. Caring about the service I give everyone by communicating in a straightforward, empathetic, and professional manner to understand and pinpoint their needs.

Fidelity Bank Nigeria Plc
Awka, Nigeria, Anambra State

Operations and Customer service supervisor
09.2010 - 02.2022

Job overview

  • Trained, led and motivated a team of thirteen branch operations staff members to deliver customer service excellence on the bank's products and services.
  • Increased customer satisfaction from average to one hundred percent within a given time frame, providing a superior level of customer service by offering applicable product solutions or suitable alternatives.
  • Maintained high standards of product knowledge, applying high skills and knowledge to assess level of understanding, identifying knowledge gaps and taking action for further in-depth training.
  • Decreased call transfer rate from one hundred to twenty percent through improved training initiatives, such as excellent customer service, Eyes on the ball and I am the CEO.
  • Advised management of customer service trends, creating proactive strategies to maintain best practices.
  • Exceeded performance targets by 150% through effective reviewing of resource and workload.
  • Implemented customer complaint response strategies, providing rapid and effective follow up to ensure customer satisfaction.
  • Delivered feedback constructively to enhance staff performance.
  • Monitored business and process metrics to measure and manage customer service effectiveness.
  • Leveraged strong product and service knowledge to assist customers and resolve issues.
  • Planned staff rotas to meet customer needs whilst remaining under budget.
  • Improved customer service experiences to facilitate organic growth and loyalty.
  • Recruited customer service team members and mentored in company policies and best practices.
  • Sought customer feedback and applied data to inform service-level improvements.
  • Recognised issues and implemented corrective actions for continual improvement.
  • Took ownership of escalated customer issues and followed through to resolution.
  • Implemented personal development programmes to enhance staff capabilities and satisfaction.
  • Reviewed processes and practices regularly to achieve business goals.
  • Analysed statistics and KPIs to identify potential service improvements.
  • Communicated courteously with customers by telephone and email.
  • Documented department data and compiled accurate reports.
  • Offered recommendations to customers based on specific situations, priorities and obstacles.
  • Diagnosed and communicated technical problems to customers at appropriate level of understanding.
  • Investigated customer issues to find acceptable conclusion and prevent recurrence.
  • Managed high-volume customer queries simultaneously through effective multitasking.
  • Adhered strictly to policies and procedures for continued company compliance.
  • Employed technological skills to monitor, identify and implement best practice to ensure efficient communication with customers.

Fidelity Bank Nigeria Plc
Awka, Anambra State

Funds Transfer / Cash Officer
09.2006 - 08.2010

Job overview

  • Processed cheques and remittance advice to maintain daily disbursements.
  • Performed bank transfer and disbursement requests within agreed deadlines to meet agency needs.
  • Supported financial policy and process strategy to achieve digitalisation and automation objectives.
  • Resolved rejects through excellent supplier relations, quickly balancing accounts.
  • Streamlined fund management processes to improve department efficiency.
  • Tested ERP updates and confirmed suitability for funding and account management.
  • Assessed daily cash flow against agreed tolerance levels to limit risk.
  • Updated banking data in ERP systems to maintain accurate records.
  • Reported on facility registers and cash flow to delivery daily and monthly account updates.
  • Chased unidentified bank statement entries to provide rapid resolution.
  • Built sector expertise to advise team members on best course of action for maximum return on investment.
  • Evaluated investment portfolio and recommended strategies to increase growth.
  • Developed strategic investment plans based on clients' risk tolerance.
  • Communicated regularly with clients to discuss progress toward financial goals.
  • Analysed market trends in various industries to develop accurate forecasts and adapt investment plans.
  • Made recommendations for changes in investment policies due to changing market conditions.
  • Conferred with clients to assess objectives and make informed financial recommendations to achieve specified goals.
  • Kept up to date and complied with relevant regulatory, legislative and technical requirements.
  • Recommended changes to client portfolios based on new information about market conditions.
  • Maintained comprehensive knowledge of regulatory and legal issues to comply with financial industry guidelines.
  • Collated statistical data to interpret and plan next direction.

Zenith Securities Ltd / Zenith International Bank
Aba, Abia State

Bank Cashier / Customer Service
01.2001 - 08.2006

Job overview

  • Balanced internal banking transactions of up to 500,000,000 naira daily with 100% accuracy.
  • Guaranteed transparent transactions, enforcing compliance with established policies.
  • Prevented fraud by verifying customer identities and validating transaction details.
  • Performed document enquiries to resolve disputed transactions with 100% positive outcome.
  • Guaranteed transparent transactions by ensuring compliance with established banking policies.
  • Enabled smooth processing of financial transactions, working collaboratively with customers and bank departments.
  • Strategically cross and up-sold banking products and services, contributing to 150% revenue growth.
  • Improved customer satisfaction levels by maintaining in-depth knowledge of bank products and services.
  • Avoided non-compliance losses, maintaining detailed records on transactions daily.
  • Reconciled cash drawers and daily transaction records to support accuracy.
  • Identified and mitigated potential fraud and transaction risks.
  • Adhered to vault security procedures and access requirements.
  • Completed special procedures for customers, ordering new cheques, stopping payments or investigating identity theft.
  • Processed account deposits, withdrawals and updates to meet customer needs.
  • Promoted new products and services to increase branch loyalty.
  • Trained new tellers in institutional processes and procedures, mentoring through learning period and answering questions.
  • Upheld strict financial controls by keeping funds secure and accurately transferring monies.
  • Identified and resolved financial discrepancies and escalated critical errors to management.
  • Completed accurate, high-volume money counts via both manual and machine-driven approaches.
  • Organised and stocked teller areas to maintain readiness for daily customer flows.
  • Properly processed deposits, withdrawals and payments for average of 200 customers daily.
  • Maintained discretion and security in handling sensitive personal and financial data.
  • Counted and packaged currency and coins.

Education

Imo State University
Owerri, Nigeria

Master of Business Administration from Marketing
07.2004 - 07.2006

University overview

Imo state University
Owerri, Nigeria

Diploma of Higher Education from Marketing
05.2003 - 06.2004

University overview

The Polytechnic , Calabar
Calabar, Nigerial

Higher National Diploma from Accountancy
01.1999 - 12.2001

University overview

Skills

  • Outstanding customer service
  • Top sales performer
  • Product disposal
  • Product sales optimisation
  • Strong customer service orientation
  • Relationship-building
  • Team management
  • Customer sales support
  • Multi-line phone talent
  • Staff education and training
  • Telephone skills
  • Professional demeanour
  • Microsoft Office
  • Customer loyalty building
  • Credit card processing
  • Complaint handling
  • Stock management
  • Social media management
  • Written and verbal communication skills
  • Stock issue resolution
  • Problem solver
  • Creative problem solving
  • Basic computer knowledge
  • Order processing
  • Cash handling
  • Exceptional communication
  • Administrative support
  • Complaint resolution
  • Sales expertise
  • Strategic sales knowledge
  • Inventory control
  • Customer service expert
  • Results oriented
  • Adaptive team player
  • Excel proficiency

Languages

English
Fluent

Timeline

Customer service representative
Diligenta Ltd / Scottishwidows Ltd
08.2022 - Current
Operations and Customer service supervisor
Fidelity Bank Nigeria Plc
09.2010 - 02.2022
Funds Transfer / Cash Officer
Fidelity Bank Nigeria Plc
09.2006 - 08.2010
Imo State University
Master of Business Administration from Marketing
07.2004 - 07.2006
Imo state University
Diploma of Higher Education from Marketing
05.2003 - 06.2004
Bank Cashier / Customer Service
Zenith Securities Ltd / Zenith International Bank
01.2001 - 08.2006
The Polytechnic , Calabar
Higher National Diploma from Accountancy
01.1999 - 12.2001

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Kennedy Nwosu