Ugochi Okeke
Project Manager
Ilford,Essex
Summary
Harnessing fourteen years of extensive experience in customer service, settlement and reconciliation analysis, consistent in introducing innovative financial solutions while prioritizing exceptional customer experiences. Specializing in addressing complex accounting challenges, this expertise has driven corporate growth and enhanced client engagement, resulting in remarkable organizational achievements. Results-oriented professional with a diverse background in management and customer service. Proven to conceptualize, plan and manage successful business operations. Additionally, I bring valuable experience in customer service from roles in retail banking, and inventory management. Always known for my dedication, strong organizational skills, effective communication, and meticulous attention to detail.
Overview
17
17
years of professional experience
7
7
years of post-secondary education
8
8
Certifications
Work History
Retail Merchandiser
Tesco
Bishop Stortford
07.2023 - Current
- Increased Sales by 90% through visual merchandising
- Strategically shelved products, reducing overcrowded displays by 30%, enhancing ease of shopping for customers
- Restocked products, achieving a 95% decrease in customer complaints about unavailable products, improving the shopping experience
- Customer Engagement resulted in a 40% increase in positive feedback regarding staff assistance and product knowledge
- Ensured store's cleanliness and organization, contributing to a 15% increase in customer satisfaction comments.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Designed displays to deliver interactive, engaging, and memorable store experiences for shoppers.
Head, Digital Channels
Titan Trust Bank Limited
Lagos
01.2023 - 05.2023
- Devised innovative business processes aligned with customer fundamentals, resulting in a 30% reduction in turnaround time and a 20% increase in customer satisfaction
- Facilitated user review sessions, leading to unanimous stakeholder agreement during meetings and a 20% reduction in project iteration cycles
- Liaised with the various card schemes/associations to build and maintain a good working relationship
- Transformed client-defined strategic direction and business goals into actionable strategies, leading to a 15% improvement in project success rates.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
- Increased profit margins by effectively controlling budget and overhead and optimizing product turns.
Unit Head Settlement and Reconciliation
Titan Trust Bank Limited
Lagos
12.2019 - 01.2023
- Initiated and managed the setup of two distinct units (settlement and reconciliation), leading to a 30% reduction in processing time and a 15% increase in overall accuracy
- Thoroughly assessed monthly proof of accounts, identifying and rectifying discrepancies with a 98% accuracy rate
- Developed a proprietary tool that converted 100%of settlement files from unreadable to readable format
- Collaborated in the E-Banking products development process to ensure the correctness of all operational requirements before implementation
- Monitored all pilot transactions and raised exceptions where necessary
- Supervised the daily settlement and reconciliation of all E-Banking payment accounts.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Demonstrated leadership skills in managing projects from concept to completion.
Team Lead Card Reconciliation
United Bank
Lagos
06.2018 - 11.2019
- Lagos, Nigeria
- Rectified accounts with unbalanced debit balances totaling NGN 3.5 billion from 2013, transforming them into a credit balance of NGN 78 million within 8 months in 2019
- Coordinated daily reconciliation of Payable and Receivable accounts and ensured an average discrepancy resolution time of less than 24 hours
- Oversaw the successful reconciliation of over 5,000 UBA Merchant Acquired POS Transactions and POS/WEB accounts monthly, maintaining a 99.5% accuracy rate.
- Coached team members in techniques necessary to complete job tasks.
Team Lead Settlement
United Bank for Africa
Lagos
10.2011 - 06.2018
- Implemented the settlement for over NGN3 million Master and Visa cardholders in 15 group member banks operating across Africa
- Generated detailed computation and settlement breakdown reports for 300+ financial transactions monthly, providing transparency to stakeholders
- Processed Group Visa Settlement Entries for 15 affiliate banks, reducing settlement errors by 30%
- Prepared the International and Domestic MasterCard settlement entries, processing over 1 million transactions weekly
- Managed the offshore positions with Citibank and ensured timely and accurate fund management for 20 company accounts.
Team Lead Claims and Charge
United Bank for Africa
Lagos
10.2009 - 10.2011
- Initiated and completed the automation process of CCM batch closures, thereby achieving a 15% reduction in manpower
- Resolved 95% of POS and Web disputes within 48 hours, resulting in 85% customer satisfaction
- Provided support for over 2 million debit card users by promptly activating, resetting, and re-issuing cards, maintaining a 98% issue resolution rate
- Implemented backend linking of required accounts to mass-produced cards, reducing card deployment time by 40%
Card Helpline-Customer Service
United Bank for Africa
Lagos
05.2007 - 10.2009
- Card Helpline- Customer Services|
- Documented and managed an average of 150 service issues, complaints, and inquiries monthly, ensuring efficient resolution and follow-up
- Directed all issues to the designated focal person for processing, leading to a 20% reduction in issue resolution time
- Generated98%of service delivery targets by tracking incoming service requests
- Identified, documented, and escalated irregular behavior in entities, processes, or applications within 24 hours, ensuring swift resolution and preventing potential issues.
- Worked with customers to answer questions, resolve disputes and research discrepancies.
- Assisted with reconciliations and customer communications.
Direct Sales Representative
Standard Chartered Bank
Lagos
12.2006 - 05.2007
- Increased the bank's clientele by 15% in the first quarter of employment, an outcome of new customer prospects
- 25%increase in the organization's global presence and revenue streams by acquiring 50 domestic accounts and 20 overseas customers.
- Met customers in homes and businesses to discuss and demonstrate products.
- Developed sales strategy based on research of consumer buying trends and market conditions.
Education
Master of Science - International Business with Data Analytics
Ulster University
Birmingham Campus, United Kingdom 05.2023 - Current
Bachelor of Science - Public Administration
Enugu State University of Science And Technology
Independence Layout Enugu. 01.1999 - 08.2002
High School Diploma -
Enugu State University of Science And Technology
Independence Layout Enugu 01.1997 - 12.1999
Skills
Expertiseundefined
Certification
2022Associate Member, Chartered Institute of Personnel Management.
Timeline
Retail Merchandiser
Tesco
07.2023 - Current
Master of Science - International Business with Data Analytics
Ulster University
05.2023 - Current
Head, Digital Channels
Titan Trust Bank Limited
01.2023 - 05.2023
Unit Head Settlement and Reconciliation
Titan Trust Bank Limited
12.2019 - 01.2023
Team Lead Card Reconciliation
United Bank
06.2018 - 11.2019
Team Lead Settlement
United Bank for Africa
10.2011 - 06.2018
Team Lead Claims and Charge
United Bank for Africa
10.2009 - 10.2011
Card Helpline-Customer Service
United Bank for Africa
05.2007 - 10.2009
Direct Sales Representative
Standard Chartered Bank
12.2006 - 05.2007
Bachelor of Science - Public Administration
Enugu State University of Science And Technology
01.1999 - 08.2002
High School Diploma -
Enugu State University of Science And Technology
01.1997 - 12.1999
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