AMAKA IFEYINWA EZEOBI
Surulere, Lagos State, Nigeria. || -||
||-|| https://www.linkedin.com/in/amaka-ezeobi ||
Professional Summary
Proactive, Resourceful and Diligent Team Player, having over 7 years of formal and professional experience in
Customer Service, Administration, Telesales, and Project Management with demonstrated history of working in the
Banking Sector. Extremely adaptable and resilient when dealing with challenging behavior and difficulties. Bringing
excellent organizational, communication, leadership, results driven, analytical and problem solving skills, adding
values to Organizations with a high level of commitment to work and task given.
Core Competencies and Skills
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Excellent ability to approach a problem with out-of-the-box thinking through understanding the current business
need.
Excellent communications – articulate and concise, both verbal & written
Strong team orientation and diplomatic skills – self-confident, willing to share credit, able to build relationships
and working processes across various departments.
Have significant self-motivation and initiative with the ability to manage own workload and work with minimum
supervision
Proven knowledge and experience in people management and team development
Excellent creativity, critical thinking, communication and presentation skills
Exceptional listening skills to accurately identify client's concerns and provide solutions to it
Admirable leadership, time management and organizational skills.
Highly skilled at strategic partnerships and nurturing relationships with clients and customers
Demonstrated the ability to complete tasks accurately despite interruptions and competing demands..
Ability to be a leader in change management, demonstrate strong aptitude to proactively identify problems and
propose effective solutions.
Result-oriented team player with exceptional motivation and interpersonal skills
Strong persuasion skill with the ability to negotiate and influence others at all levels
Excellent ability to utilize industry experience to effectively probe likely areas of problems and work with team to
suggest measures to mitigate risks on future projects
Proven ability to effectively present information and respond to questions from leadership, clients, and customers
Work Experience
Head of Customer Service Officer / Telemarketer | GUARANTY TRUST BANK LTD Sept.2016- April 2023
Duties and Achievements;
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Providing a broad variety of account management services to customers in a friendly and courteous manner at all
times whilst ensuring that their confidential information is properly protected and only used for official purposes
Have sufficient knowledge about the banking products and services and respond to all inquiries and complaints
accordingly
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Open and maintain new bank accounts according to laid down rules and guidelines
Provide assistance to all other members of staff in other departments of the bank by liaising with them through
healthy interactions
Channel complex customer complaints and challenges to the right quarters for effective resolutions
Supported sales processes via phone calls to the customers during COVID period
Introduced organization's products or services to customers in order to follow up with further steps of the sales
process
Initiated repeated orders by follow up phone calls after the customers' purchases
Vault / ATM Custodian | GUARANTY TRUST BANK LTD
MAY 2018-SEPT 2021
Duties and Achievements;
● Achieved 0% error rate of evacuation of vault cash
● Maintained 98% ATM uptime and optimal cash limit at branch
● Achieved Minimum of 98% OPR score
● Diligently call over transaction batches and confirmation of cheques.
● Timely resolve ATM dispense errors and other related ATM machine issues
● Authorize Till slips and check Till boxes
● Routinely check Frontline Tellers bulk and cash registers, resolve challenges faced by Tellers while on du
Manage and ensure that ATM machines are fully functional within the coverage area. Timely report challenges and contact
engineers for support when due.
Customer Service Officer | GUARANTY TRUST BANK LTD
SEPT 2013 – MAY 2018
Duties and Achievements;
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Provided variety of assistance to customers on alternate channels activation
Improved customers’ banking experience with the bank by ensuring that educating customers on the various
bank’s alternate channels and how to use them
Gave advice to customers on the various touch points other than BRANCH, including but not limited to ATM,
Mobile, Internet, POS, Call Center, Phone Banking etc through which transactions / instructions / or requests can
be performed or taken
Education
MASTERS OF BUSINESS ADMINSTARTION (MBA)
Ajayi Crowther University Oyo. Oyo state.
POST GRADUATE DIPLOMA (PGD) BUSINESS ADMINSTRATION
National Open University Lagos, Lagos state.
HIGHER NATIONAL DIPLOMA - BANKING AND FINANCE
Federal Polytechnic nekede, Imo State.
2023
2017
2011
NATIONAL DIPLOMA - BANKING AND FINANCE
Federal Polytechnic nekede, Imo State.
Professional Trainings and Certifications
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Customer Service : managing customer expectation - LinkedIn Learning 2020
Empathy for customer service professionals - LinkedIn learning 2020
Strategic Thinking - LinkedIn Learning. 2020
IT Fundamentals Certified - Coursera
Customer Service Excellence Program 2023
Interests
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Meeting and helping people
Current Facts Discussions
Reading
Research work
Referees
Available on Request
2008
