Chinemerem Lucky Efughu

CHINEMEREM EFUGHU - |-| LinkedIn TELLER ASSOCIATE | CUSTOMER SUCCESS REPRESENTATIVE Results-driven banking professional with extensive experience in financial transactions, customer relationship management, and operational efficiency within leading financial institutions. Adept at handling high-volume transactions with 99.9% accuracy, optimizing cash management, and driving digital banking adoption to enhance customer experience. Proven expertise in customer success strategies, fostering longterm client relationships, and executing tailored financial solutions that drive revenue growth and customer retention. Demonstrated ability to resolve service issues promptly, reducing escalation cases by 50%, and implementing process improvements that cut the wait times by 40%. A strong communicator and problem solver, committed to delivering seamless banking experiences while enhancing operational efficiency. SKILLS AND CORE TOOLS • • • • • Data Analysis Conflict Resolution Attention to Details Excellent Communication Customer Service Excellence • • • • • AML | KYC Cash Handling & Accuracy Banking Products Knowledge Financial Transactions Processing Compliance & Security Awareness Teller Associate – First Bank of Nigeria Plc • • • • • Slack Zoom Excell Finacle MS Suite | Google Suite 2017 – 2023 • Processed an average of 150+ customer transactions daily, including deposits, withdrawals, fund transfers, and loan payments, ensuring 99.8% transaction accuracy. • Managed cash registers and vaults, maintaining 100% compliance with cash balancing procedures and eliminating cash discrepancies. • Assisted in onboarding new customers by verifying documents, explaining banking services, and setting up new accounts, contributing to a 15% growth in new account openings. • Processed bulk deposits and withdrawals for high-net-worth clients and corporate accounts, ensuring adherence to banking policies and regulations. • Maintained an organized and up-to-date client database, ensuring accurate records of customer interactions, pending transactions, and follow-ups to drive repeat business. • Adhered to anti-money laundering (AML) regulations, Know Your Customer (KYC) policies, and internal bank security protocols to mitigate fraud risks. Customer Success Manager – Access Bank Plc 2016 – 2016 • Delivered exceptional customer service by assisting clients with inquiries, resolving account discrepancies, and promoting banking products, leading to a 15% increase in cross-sell conversions. • Monitored customer accounts, by identifying potential risks and proactively addressing concerns to maintain long-term banking relationships. • Collaborated with internal teams, including sales and operations, to optimize client onboarding and streamline service delivery, improving process efficiency. • Led customer feedback initiatives, analyzing insights to implement service improvements that enhanced the overall banking experience. • Conducted financial needs assessments and recommended tailored banking products, which led to a 10% increase in customer lifetime value (CLV). KEY ACHIEVEMENTS • • • • Developed and executed client engagement strategies, increasing cross-selling opportunities and driving a 15% growth in product adoption. Led customer feedback initiatives by analyzing insights to implement service improvements that enhanced the overall banking experience by 30%. Provided hands-on training and mentorship to newly hired tellers, enhancing their transaction accuracy and customer service skills, reducing onboarding time by 25%, and contributing to a more efficient branch workforce. Led an awareness campaign within the branch to educate customers on mobile and internet banking services, increasing digital transaction adoption by 45%, reducing in-branch traffic, and improving operational efficiency. EDUCATION BSc. Statistics | Abia State University 2013