Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Work Availability
Quote
Timeline
CustomerServiceRepresentative

Oluwaseun Austin Onoh

Relationship & Customer Service Management
Portsmouth

Summary

Poised and professional relationship management and customer service, skilled at informing clients about banking products and services while recommending best options to meet needs. Self-motivated with knowledge in sales and branch management, loan management and general bank operations. Excellent interpersonal skills.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Branch Manager

Ecobank Nigeria Limited
Ibadan
01.2013 - 10.2021
  • Boosted sales and customer loyalty through incentive programs.
  • Forecasted trends and recommended improvements based on financial risk analyses.
  • Examined customer loan applications for loan approvals and denials.
  • Engaged employees in business processes with positive motivational techniques.
  • Reviewed and edited loan agreements to enhance clarity and monitor compliance with requirements.
  • Implemented service improvements to enhance sales cycle.
  • Met deadlines by proactively managing individual and team tasks and streamlining processes.
  • Completed filings and upheld strict compliance with regulatory agencies and supervisors.
  • Assessed employee performance and developed improvement plans.
  • Maintained friendly and professional customer interactions.
  • Resolved various issues impacting sales management and business operations.
  • Generated financial and operational reports to assist management with business strategy.
  • Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches.
  • Compiled database of loan applicants' credit histories, financial statements and other financial information.
  • Created strategies to develop and expand existing customer sales, resulting in increase in annual sales.
  • Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies.

Customer Service Manager

Ecobank Nigeria Limited
Oyo Town
10.2007 - 01.2013
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Introduced higher standards for customer service and increased efficiency by streamlining operations.
  • Kept accurate records to document customer service actions and discussions.
  • Monitored customer service operations to assess agent performance and provide feedback.
  • Took ownership of customer issues and followed problems through to resolution.
  • Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
  • Completed special projects by using effective decision making, critical thinking and time management skills.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Followed through with client requests to resolve problems.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Created and reviewed invoices to confirm accuracy.
  • Developed service procedures, policies and standards.
  • Researched and corrected customer concerns to promote company loyalty.
  • Generated customer satisfaction surveys to analyze results into action plans.

Education

Master of Arts - International Relation

University of Portsmouth
Portsmouth, United Kingdom.
09.2022

Master of Arts - History

Ajayi Crowther University
Oyo, Nigeria
10.2018

Master of Arts - Peace And Conflicts Studies.

National Open University
Nigeria
01.2012

MBA - Human Resources Management

Obafemi Awolowo University
Ile Ife, Nigeria
05.2010

Skills

  • Staff Recruitment and Hiring
  • Business Relationship Management
  • Work Prioritization
  • Proactive and Focused
  • Management of Financial Resources
  • Business Development
  • Customer Service
  • Branch Operations Management
  • Problem Anticipation and Resolution
  • Loan Documentation
  • Performance Review
  • Cross-Selling and Upselling

Accomplishments

  • Successfully closed an average of 10 loans per month.
  • Increased monthly revenue 80% through implementation of strategic initiatives.
  • Grew new accounts 90% in monthly.
  • Supervised team of 22 staff members.
  • Improved employee satisfaction and reduced turnover.

Certification

  • Associate member, International Retail Banking
  • CIBN MICROFINANCE CERTIFIED

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

The person who says it cannot be done should not interrupt the person who is doing it.
Chinese proverb

Timeline

Branch Manager

Ecobank Nigeria Limited
01.2013 - 10.2021

Customer Service Manager

Ecobank Nigeria Limited
10.2007 - 01.2013

Master of Arts - International Relation

University of Portsmouth

Master of Arts - History

Ajayi Crowther University

Master of Arts - Peace And Conflicts Studies.

National Open University

MBA - Human Resources Management

Obafemi Awolowo University

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Oluwaseun Austin OnohRelationship & Customer Service Management