Abel Adama Adokwu

ADOKWU ADAMA ABEL House 83, Zone C, Apo Settlement, Abuja. Mobile Tel.:-,--PROFILE Versatile individual armed with broad-based background and skills in customer service I am a determined individual who is ready to work with organizational aims and objectives in order to achieve progress and set goals of the company. I give my best in a team and as well perform optimally as an individual. EDUCATION Date University of Maiduguri, Borno state. Degree Awarded: B. Sc Economics 2011 Command Secondary School Jos, Plateau State Degree Awarded: Secondary School Leaving Certificate 2002 Odusona Nursery/Primary School, Yaba, Lagos Degree Awarded: Primary School Leaving Certificate 1997 PROFESSIONAL CERTIFICATE Nigerian Institute of Management (NIM) Chartered Graduate Member Institute of Strategic Management Nigeria (ISMN) Associate member WORK EXPERIENCE March 2023 -Till Date Globus Bank, (Department: Contact Center) Job Role: Team Lead, Telemarketing/Complaint Handling/Fraud Desk Duties Include:  Supervise the outbound Team  Customer Experience Management.  Cross Selling of Products and services of the bank  Social Media Engagement.  Attend CBN meetings on Customer Complaint Management System (CCMS)  Rendition of daily Customer Complaints to the CBN via CCMS  Supervise the Fraud Desk activities  Innovative ways on how to improve Contact Center. 1 June 2014- March 2023 Unity Bank Plc, (Customer Engagement Group) Department: Customer Care Job Role: Team Lead, Complaint Handling Officer/Fraud Desk Duties Include:  Customer Experience Management.  Attend meetings/Technical with CBN on customer complaints  Communicate the Bank’s position on customer complaints to Customers/Regulators (Central Bank of Nigeria & Bankers Committee, NDIC) on behalf of the Bank.  Attend CBN meetings on Customer Complaint Management System (CCMS)  Rendition of daily Customer Complaints to the CBN via CCMS  I perform in-depth analysis of Customers’ complain pan Nigeria and identify significant anomalies in monthly report review by Management and CBN (Central Bank of Nigeria).  Work with relevant stakeholders to ensure compliance with CBN policy/SLA  Carry out Root Cause Analysis of recurring complaints to identify customer pain point and improve customer experience. Unity Bank Plc, (Customer Care Department) Job Role: Customer Service Executive/Complaints Handling Unit)  Cross Selling of Products and services of the bank.  I work with customer service manager to ensure proper customer service is being delivered  I handle complaints/request, provide appropriate solutions and alternatives within the time limit and follow-up to ensure resolution. November, 2013- May, 2014 Baggio Visual Concept Ltd, (Sales Executive) Duties Include:  Sales of the company’s products and services.  Respond to customer enquiry and negotiating contracts with them. July, 2013 – November 2013 Community Development Service- Volunteer Participated in a Medical Outreach Programme to Tudun wada Village, Abuja  Performed duties of Logistics Officer  Distribution of Mosquito nets and other items to the citizens. March, 2012 – February, 2013 National Youth Service Corp (A.M.C.A.I.S) Epe-Opin, Ekiti L.G.A Kwara State Responsibility: Class Teacher (Economics, English, Mathematics)  Advisory role to low performers and guidance for students  Progress Assessment and Supervisory role during examination PROFESSIONAL SKILLS   Excellent Customer Service Skills Report writing 2     Microsoft Office (Word, Excel & Power Point) Great Interpersonal and Communication Skills Diligent Building Relationship PROFESSIONAL TRAININGS AND SELF DEVELOPMENT Cyber Security awareness Virtual Training on selling during pandemic E-product training Effective Communication with Customers Training Service Improvement Strategies Creating a Positive Customer Experience STRENGTH AND VALUES  Transparency  Ever forward thinking and solutions-oriented  Effective decision making  Enthusiastic and self-motivated OTHER INFORMATION HOBBIES     Entrepreneurship Meeting new people Traveling, Reading and Organizing OTHER CERTIFICATION:     HSE/First Aider/Fire Marshal Certification Ethics & Compliance Certification (CIBN) Desktop publishing & data processing Nigeria Christian Corpers’ fellowship (NCCF) kwara state chapter BIO DATA DETAILS: Date of Birth: State of Origin: Sex: Residence: May 27, 1988 Benue State Male Lagos/Abuja ACHIEVEMENTS      Team Lead for the deployment of the CCMS portal for the Bank. Customer Service Agent of the month 3 times since 2014. Team member receiving CBN’s commendation on complaint resolution in the Bank Increased customer retention from 10% to 25% Received “Best behaved staff of the month” award in 2017.  REFEREES: Provided on request. 3