KESIEME CHINWE OGOMA
Aberdeen,United Kingdom
Summary
Well-rounded management executive with core expertise in relationship management, individual with high level of professionalism, patience and productivity. Possess goal of acquiring leadership skills and maintaining customer loyalty. Self-driven and motivated to go extra mile to serve and assist team.
Overview
14
14
years of professional experience
4
4
years of post-secondary education
Work History
Retail business manager
Sterling Bank PLC
Port Harcourt, Nigeria
04.2015 - 02.2022
- Supervised and managed the retail business in the branch.
- Managed the sales strategy and ensures set targets are achieved.
- Mobilized deposits for the bank
- Opening of the various type of accounts for different categories of customers.
- Created quality risk asset monthly.
- Conducted competitive research on competitor’s strategy for implementing sales.
- Ensured all monthly, quarterly, and yearly sales and revenue targets were met and exceeded.
- Ensured the branch remained the most profitable retail branch in the region.
- Managed the digital business by ensuring all customers brought to the bank were profiled on our E-business platform.
- Ensured effectiveness, efficiency, and quality service to customer.
- Reactivation of dormant account.
- Built and maintained relationship with high esteemed customers.
- Provided trainings to team members to increase product knowledge.
- Reviewed market segments and organized aggressive sales storms that grew the bank’s Revenue streams.
- Captured sales performance and generated monthly assessment report for management review.
- Ensured all existing facilities were monitored appropriately and monthly target for new customers were Surpassed.
- Ensured zero tolerance among team members on issues that bothered on integrity.
- Reviewed performance of team members and appraised according to the standard employee Performance appraisal procedures
Retail sales officer
Sterling Bank Plc
Port Harcourt, Nigeria
11.2012 - 04.2015
- Identified and developed new business opportunities, expanding existing client bases.
- Managed long-term customer relationships to increase revenue.
- Managed key accounts and relationships in the branch.
- Resuscitated dormant accounts to reduce dormancy ratio of the branch.
- Created quality risk asset to impact on the profitability of the branch.
- · Prospected good quality relationship and signed up new accounts
- Participated in team initiatives and activities.
- Ensured all accounts were profiled on E-business platform.
- · Trained and supervised team members assigned to me for mentoring.
Customer service representative
Zenith Bank PLC
Lagos, Nigeria
11.2007 - 11.2012
- Answered customer telephone calls promptly and improved on-hold wait times.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Assisted customers with varying questions using product knowledge and service expertise.
- Employed active listening and product expertise to successfully resolve inbound queries.
- Maintained excellent working relations with numerous external clients, providing timely quotes and shipping information.
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Boosted monthly sales revenue by skilfully promoting diverse product and service options.
- Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.
- Consistently achieved service rating targets, managing customer enquiries with personalised care and attention.
- Assisted customers with product complaints, logging issues for investigation and providing replacement items.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Processed inbound customer calls, providing information on service or product upgrades
- Adhered strictly to policies and procedures for continued company compliance.
- Participated in regular training to maintain up-to-date knowledge on company products and policies.
Education
Master of Science - Business With Human Resources Management
Robert Gordon University
Aberdeen 01.2022 -
Bachelor of Science - Mass Communication
Imo State University
Owerri, Nigeria 12.2001 - 12.2005
Skills
- Excellent verbal and written communication
- Strong leadership Skills
- Product Knowlege
- Time Management
- Decision Making
- Teamwork
- Staff mentorship and training
- Problem Solving
- Resilient
Languages
English
Fluent
Timeline
Master of Science - Business With Human Resources Management
Robert Gordon University
01.2022 -
Retail business manager
Sterling Bank PLC
04.2015 - 02.2022
Retail sales officer
Sterling Bank Plc
11.2012 - 04.2015
Customer service representative
Zenith Bank PLC
11.2007 - 11.2012
Bachelor of Science - Mass Communication
Imo State University
12.2001 - 12.2005
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