Hi, I’m
Umah Abraka
Birmingham,west midlands
Summary
An organized team player who is articulate, polite and professional with strong communication and multitasking skills. A knowledgeable and dedicated customer service professional with extensive experience in the Banking Industry and the Health Insurance Industry with an outgoing, positive demeanour with proven skills in establishing rapport with clients. Specialized in quality, speed and process optimization. Experienced in resolving customer complaint, skilled at accurately documenting call details, preparing reports and organizing documentation. Proven success at improving customer retention through exceptional service and account management. Looking to work in an organization passionate about client satisfaction in the capacity of customer service officer to help build a reliable brand image for the organization.
Overview
9
years of professional experience
12
years of post-secondary education
1
Certification
Work history
Bastion Health LimitedLagos
Team lead, Sales operation
01.2023 - Current
Job overview
- Provided leadership and direction for employees as well as, developing and implementing strategic processes to drive productivity and efficiency.
- Managed four sales teams to achieve KPI targets successfully. Maintained m-o-m group performance of above 85% for each team with a business retention rate of 92%.
- Coached team members through new or difficult workflows, while building new teams from a 0% KPI achievement to a 87% sales target completion.
- Professionally handled difficult customer complaints and objections to maintain first-class customer service standards.
- Translated senior management directives into actionable front-line policies and implemented changes with staff.
Guaranty Trust BankLagos, Nigeria
Team Lead/Relationship Manager, Corporate sales
09.2022 - 01.2023
Job overview
- Provided leadership and direction for team members, supervising activities to drive productivity.
- Developed sales strategy based on research of consumer buying trends and market conditions.
- Grew market penetration also sales figures by leveraging supplier negotiations resulting in 70% revenue increase.
- Monitored metrics also marketing investments to assess performance and implement continuous improvements.
- Grew business portfolio from 0% to 87% revenue in 1 year.
Guaranty Trust BankLagos
Relationship manager, Manufacturing Team
12.2021 - 09.2022
Job overview
- Built effective networks across business areas, by building long-term relationships and carefully managing loyal, profitable client bases to increase revenue.
- Conducted face-to-face meetings and shared engaging presentations with Corporate clients, showcasing value propositions and solutions. Managed portfolio with 5 Billion turnover.
- Delivered excellent customer service and proactively sought innovative ways to enhance service quality by advising clients on financial strategies and tailoring solutions to meet unique needs.
- Achieved revenue growth year on year of over 80% by adopting needs-based approach, engaging clients, and securing new business opportunities.
- Conducted proactive credit risk assessments and customer due diligence reviews to have comprehensive understanding of clients.
- Renewed loan contracts promptly, and handled facility transactions from engagement to disbursement to maintain high-value corporate clients and managed team in supervisory capacity
Guaranty Trust bankLagos
Team Lead, Customer Service
04.2018 - 11.2021
Job overview
- Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
- Supported new hires through the onboarding process while also mentoring and coaching them to produce high-performing, quality team members.
- Collaborated with colleagues from different backgrounds to modify our standard operating procedure document of our organization.
- Upskilled team members by planning and delivering training workshops and streamlined processes to improve and optimize office operations.
- Expertly led a team of 6 to successfully achieve productivity KPIs which included, Initiating investigations into complex or sensitive complaints, identifying solutions swiftly and ensuring customer satisfaction while maintaining a positive attitude.
Kent German GlobalPort Harcourt
Business development officer
10.2016 - 11.2017
Job overview
- Identified opportunities to drive business growth, diversification and expansion.
- Designed three key strategies to win new business and maximise selling opportunities among existing clients, achieving lucrative results.
- Contacted and converted over 50% of potential customers via telephone, email and in-person enquiries.
- Conducted market research to understand customer base and enhance products.
- Tailored pitches and proposals to over 100 bespoke client needs, increasing engagement and securing sales.
- Negotiated and approved over 50% new lucrative prices and contracts, boosting growth.
Guaranty Trust BankCalabar
Product promoter
03.2015 - 09.2016
Job overview
- Gained customer interest and trust with a personable attitude.
- Was a pioneer product promoter for the 737 sms short code introduced into the retail market by the organization.
- Promoted products and services to target audience through strategic marketing campaigns and demonstrated product operation and features to promote signups and usage.
- Met KPI targets of 50 clients' utilization of the service daily.
- Set up displays with expert visual merchandising strategy to boost sales, while offering free account opening services.
- Established relationships with a diverse customer base to cultivate loyalty.
Education
University of East LondonLondon
Master of Science from Data Science
01.2022
University of CalabarCalabar
Bachelor of Science from Pure & Applied Chemistry
03.2010 - 10.2015
Majesty High SchoolCalabar
GCSEs from Science
04.2003 - 09.2009
Skills
- Customer Service
- Product expertise
- Data Entry
- Complaint resolution
- Salesforce CRM
- Customer retention tactics
- Executive support
- Internal department communication
- Customer complaint management
- Active listening
- Interpersonal communications
- Customer queries
Languages
English
Fluent
Certification
- Customer Service Certifications (CPD Accredited Online Course, Master Classes by Myra Golden Completed- 07/2020)
- De-escalating Conversations for Customer Service
- Build Your Skills In Customer Service
- Customer Service- Serving Customers Through Chat And Text
- Creating Positive Conversations with Challenging Customers.
- Customer Service- Handling Abusive Customers.
- Call Control Strategies.
- Building Rapport With Customers.
- Problem-Solving And Trouble Shooting.
- Customer Service Foundation.
Accomplishments
- Received Excellence award for outstanding customer service for the year 2019 (Guaranty Trust Bank)
- Led customer-centric initiatives for staff creating training classes on Corporate grooming, Email etiquette, and Customer service which was the basis for the training and development Unit(2023)
- Recommended process improvements on the existing process for treating customer's requests which was adopted bank-wide on the customer service Standard Operating Procedures(SOP) 2020
- · Recognized as one of the most badged staff from 2019-2021 for accomplishments in customer service..
Affiliations
- Styling: As an avid lover of stylish outfits, i have incorporated this in the corporate world which is my home for five days in every other week. Maintaining a classy blend of modesty while looking stylish. I am constantly creating new ways of styling corporate clothes without looking boring through the fabric, style, cut and combination of basics and trendy outfits to maintain a sophisticated and professional look that flatters my body type. This skill has extended to my colleagues as i constantly offer styling tips and help them rebuild a capsule work wardrobe. Reading
- Volunteering: As a sister to someone struggling with a disability, i am very passionate about children struggling with disabilities of all forms and I have constantly volunteered with NGO's like Save The Children whose sole purpose is to provide support to street children and children who struggle with one form of disability or the other.
Timeline
Team lead, Sales operation
Bastion Health Limited
01.2023 - Current
Team Lead/Relationship Manager, Corporate sales
Guaranty Trust Bank
09.2022 - 01.2023
University of East London
Master of Science from Data Science
01.2022
Relationship manager, Manufacturing Team
Guaranty Trust Bank
12.2021 - 09.2022
Team Lead, Customer Service
Guaranty Trust bank
04.2018 - 11.2021
Business development officer
Kent German Global
10.2016 - 11.2017
Product promoter
Guaranty Trust Bank
03.2015 - 09.2016
University of Calabar
Bachelor of Science from Pure & Applied Chemistry
03.2010 - 10.2015
Majesty High School
GCSEs from Science
04.2003 - 09.2009
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