Professional Summary
Detail-oriented and empathetic Customer Service & Operations professional with over 7 years of experience supporting financial clients in high-volume environments. Adept at resolving customer inquiries via phone, email, and digital platforms while ensuring accuracy, professionalism, and customer satisfaction. Proven track record in account setup, core banking operations, and documentation using tools like Oracle FLEXCUBE and Oracle BIP.
Professional Experience
Lapo Microfinance Bank Ltd.
|Data Entry & Customer Service Officer (Operations)
Benin City, Edo State, Nigeria
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Summary
Managed comprehensive financial data entry and provided critical customer service support, ensuring operational efficiency and client satisfaction for a leading microfinance institution.
Highlights
Accurately posted and reconciled daily financial transactions via Oracle FLEXCUBE, maintaining 99.9% dataintegrity and supporting seamless branch operations
Generated weekly and monthly performance reports for the branch, providing actionable insights that informed strategic decision-making and operational improvements.
Resolved an average of 50+ customer inquiries and account-related issues daily across multiple channels with a 95% satisfaction rate through effective problem-solving and communication.
Streamlined the processing of 100+ ATM card orders weekly and resolved 20+ daily disputes from ATM, POS, E-Channels and chargeback claims from various alternate delivery channels, reducing escalation time by 30% andimproving service delivery efficiency.
Ensured 99% uptime of all computer equipment in the branch through proactive maintenance and troubleshooting, minimizing operational disruptions and enhancing productivity.
Lapo Microfinance Bank Ltd.
|Marketing Officer
Benin City, Edo State, Nigeria
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Summary
Drove client and savings mobilization initiatives, significantly expanding market reach and promoting financial products/services for a growing microfinance bank.
Highlights
Mobilized over 500 new clients, contributing to a 10% growth in the bank's customer base.
Successfully generated NGN 5,000,000+ in new savings deposits through targeted campaigns and direct client engagement, exceeding targets by 15%.
Executed market sensitization campaigns that increased brand awareness by 20% in key target communities, fostering stronger client relationships.
Promoted a diverse portfolio of company products and services, resulting in a 5% increase in product adoption rates among new and existing clients.
Ministry of Works, Edo State
|Industrial Training Attachment (Electrical Department)
Benin City, Edo State, Nigeria
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Summary
Gained practical experience in electrical engineering operations and maintenance through an industrial training attachment within a government ministry.
Highlights
Assisted senior engineers in the maintenance and repair of electrical systems, contributing to the operational efficiency of departmental infrastructure.
Participated in on-site inspections and troubleshooting activities, applying theoretical knowledge to real-world electrical challenges.
Supported the electrical department in documentation and inventory management, ensuring accurate record-keeping for equipment and supplies.
Education
Auchi Polytechnic, Auchi
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National Diploma (ND)
Electrical Electronics Engineering Tech
Languages
English
Fluent
Skills
Software & Tools
Microsoft Office Suite, Oracle Flexcube, Advanced Computer Operations, Freshworks Service Helpdesk.
Marketing & Business Development
Market Sensitization, Product Promotion, Client Acquisition, Savings Mobilization, Brand Awareness.
Customer Service & Client Relations
Customer Issue Resolution, Client Satisfaction, Dispute Resolution, Customer Support, Client Mobilization, Client Onboarding, Account setup and Troubleshooting.
Operations & Data Management
Financial Transaction Processing, Data Entry, Data Accuracy, Report Generation, Operational Efficiency, System Maintenance, Core Banking Operations, Reconciliations.
Professional Skills
Exceptional Communication, Problem Solving, Critical Thinking, Time Management, Team Leadership, Interpersonal Skills, Organizational Skill.
Certifications
Code of Conduct in the Nigerian Banking Industry
Issued By
Lapo Institute of Microfinance and Management Studies (LIMMS)
Jobberman Soft-Skills Training
Issued By
Jobberman
Anti-Money Laundering (Intermediate Level)
Issued By
Lapo Institute for Microfinance and Management Studies(LIMMS)