Habiba Ikediobi

• Delivered exceptional customer service and support, resolving inquiries and concerns in a timely and efficient manner.
• Utilized strong communication skills to interact with customers, colleagues, and stakeholders, ensuring clarity and understanding.
• Maintained accuracy and compliance in all customer transactions and documentation, adhering to regulatory requirements.
• Leveraged problem-solving abilities to address customer issues and provide satisfactory resolutions, enhancing overall customer satisfaction.
• Acted as a liaison between customers and internal departments, facilitating seamless communication and resolution of issues.
• Monitored key performance indicators (KPIs) to drive improvements.
• Maintained a customer satisfaction score of 90% or above.
• Provided orientation sessions to ensure clients understood available services.
• Achieved a 25% reduction in onboarding time for new clients.
• Increased system efficiency, resulting in a 20% reduction in average query resolution time.
• Acted as a subject matter expert on banking products and services, providing guidance and support to both customers and colleagues.
• Implemented customer feedback mechanisms and surveys to gather insights and identify areas for service improvement, leading to a 10% increase in customer satisfaction scores.

• Led evaluation initiatives to assess the performance and effectiveness of retail banking operations.
• Analyzed market trends and customer feedback to identify areas for improvement and implement strategic enhancements.
• Prepared detailed reports and presentations for senior management, providing insights and recommendations for optimizing retail banking processes.
• Utilized data analysis skills to extract meaningful insights from retail banking data, informing decision-making and strategic planning.
• Collaborated with cross-functional teams to implement process improvements, enhancing operational efficiency and customer experience.
• Reviewed specialized loan facilities granted to customers, ensuring compliance with the bank's policy and approved transaction terms.
• Developed and implemented training programs for retail banking staff to enhance product knowledge and customer service skills, resulting in a 20% improvement in service quality metrics.
• Collaborated with marketing teams to launch promotional campaigns and initiatives, driving customer engagement and product awareness.
• Prepared and reviewed credit propositions from branches for recommendations to the Divisional Head Retail and Executive Directors, streamlining the decision-making process.
• Demonstrated exceptional customer service skills, resulting in improved client satisfaction and loyalty.
  
  

Sterling Bank Plc currently has A1.ng/NG-1 on national scale local currency deposit ratings and A2.ng/NG-1 national scale foreign currency deposit ratings by world's rating agency, Moody's Investors Services)

• Identified and marketed good prospects within the Bank's target market.
• Implemented customer relationship management strategies, resulting in a 15% increase in client retention and satisfaction.
• Conducted regular market research and competitor analysis to identify new business opportunities and market trends, informing strategic decision-making.
• Fostered and maintained strong client relationships, ensuring customer satisfaction and loyalty.
• Conducted comprehensive financial analyses to assess client needs and recommend appropriate banking products and services.
• Collaborated with internal teams to develop tailored financial solutions for clients, contributing to revenue growth and business expansion.
• Utilized strong organizational skills to manage multiple client portfolios simultaneously, prioritizing tasks and deadlines effectively.
• Demonstrated leadership qualities by guiding and mentoring junior team members, fostering a collaborative and supportive work environment.
• Recommended new techniques and technologies to achieve business goals.
• Collaborated with management to identify business needs, challenges, and opportunities.
• Handled regional responsibility for preparing monthly MPR, QPR reports and presentations.
• Interacted with high-profile clients and various levels of management as an integral part of engagement teams for deals and transactions.
• Boosted profitable revenue by creating good risk assets such as Asset acquisition, secured and unsecured OD, Secured and unsecured Term loan, contingent liabilities, LPO finance, IDF, Contract finance, Asset Finance, etc.
• Assisted in the preparation of over 200 power BI presentation and PowerPoint presentations based on regional/management retreats and meetings.