Desmond Ekpo
Banker
Contact
ABOUT ME
Detail-oriented Quality Assurance Manager with eight-year
background in the quality assurance field. Skilled at developing and
Address
implementing improved methods for identifying problems.
No 7 Oyadirun Estate Sabo
I have developed exceptional marketing analysis and client servicing
Yaba Lagos Nigeria
at Sterling Bank, Access Bank and Diamond Bank but to mention a few.
Phone
My on-job experiences have afforded me transferable knowledge and
skills for the work-process. I look forward to being given an opportunity
to fully utilize my abilities and join your team of functional minds in
achieving your goals.
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E-mail-LinkedIn
linkedin.com/in/desmond-
Work History
akanimo-ekpo-
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Quality Assurance Manager
Current
Sterling Bank Plc, Lagos, Lagos
• Reported production malfunctions to managers
and production
• Approve customers request initiated by consultants
Skills
Operational budget
forecasting
• Inspected products and worker progress throughout
Excellent
production.
• Prepared and collection production reports.
Knowledge of quality
• Implemented new quality assurance and customer
systems
service standards.
Excellent
• Evaluated interactions between associates and
customers to assess personnel performance and
Staff training and
implement strategies for customer satisfaction
development
improvement.
Very Good
• Recorded, analyzed, and distributed statistical
information-
Data analysis
Contact Center Supervisor
Very Good
Access Bank Plc, Lagos, Lagos
• Directed, guided, coached, and mentored team of
Attention to detail
agents and surpassed individual and corporate
Excellent
goals.
• Follow up with escalations and pending issues
Communication
• Provide general support for consultants
• Supervised and tracked phone and email activity
using various contact center applications and
Excellent
Creative thinking
software tools.
Very Good
• Managed daily activities that impacted targeted
service levels and tracked adherence to schedules
Teamwork
and average handle times.
Excellent
• Developed and executed contact strategies and
improved end-to-end processes and client
satisfaction ratings.
• Improved productivity of customer service team by
Selling products and
marketing
leading training initiatives and revamping schedules-
Call Center Representative
Excellent
Audit reporting
Diamond Bank Plc, Lagos, Lagos
Good
• Assisted customers by answering questions,
responding to inquiries, and handling telephone
requests.
• Good product knowledge with exceptional probing
skills for resolving dispute and complaints
Software
PowerPoint
• Ability to log interactions properly and escalation of
Very Good
disputes to appropriate units for swift resolution
• Analysis of logs and feedbacks from other units of
Microsoft Word
the bank to provide customers with appropriate
Excellent
service-
Financial Advisor
Microsoft Excel
Excellent
Prime Range Watch Ltd, Lagos, Lagos
• Created business plan and identified target
Microsoft Dynamics (CRM
customers by interacting on phone and in person,
Excellent
handling basic inquiries and providing quotes.
• Helped individuals and families build and execute
wealth management strategies based on unique
goals and objectives.
• Recruited, trained, and mentored junior financial
and support staff to generate ideas, share
knowledge and commit to building successful
company.
• Met with clients to discuss assets, expenses, and
long-term and short-term investment goals to devise
personalized financial plans.
Languages
English
Excellent
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Accountant
Fly time Entertainment, Lagos, Lagos
• Created budgets and forecasts for management
group to meet regular accounting deadlines.
• Performed advanced reviews of business
operational trends and expected obligations to
prepare accurate forecasts.
• Evaluated and improved accuracy and
completeness of financial records.
• Improved efficiency of data collection, analysis and
modeling to enhance practices and increase
customer retention.
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School Teacher: Nysc
Progress Nursery and Primary School Teacher, Gusau,
Zamfara
• Teaching the following subjects: Mathematics,
English, integrated science,
• Prepared and administered grade-specific tests
and examinations regulated by school district to
monitor students' growth and to report progress to
parents.
• Developed positive rapport with students of various
and diverse backgrounds.
• Developed problem-solving and critical-thinking
skills by presenting challenges to boost self-esteem
and performance.
Education-
B.Sc. Certificate: Political Science
University of Lagos - Lagos
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Waec Certificate
International School Lagos - Lagos
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Leaving School Certificate
Air Force Primary School Victoria Island - Lagos
Certifications
2015
NLP Nigeria contact Centre agent program
2016
Customer Forever Delivering Exceptional Customer
service
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NYSC dispatch certificate obtained
2018
Independent Customer contact Centre Association
Career Achievements
▪10 Years Customer service experience
▪Appointment as inaugural shift manager/support
supervisor in 2018.
▪Member of the Sterling Service warrior's team
responsible for the revolution of Service delivery driving
customer satisfaction. 2020
▪Attended three Customer care classes and passed
with Certificates Collected
▪Developed a new training manual
Interests
Reading, Creative writing, Volunteer work, Soccer,
Research, Movies, Travelling and Touring
Volunteer and Community service
▪Covid 19 Stop the spread
Holding Seminars to discuss the use of face mask,
social distancing, and Hand sanitizer's usage, eating
healthy and exercising all in A bid to control the virus.
▪Sars Feed the nation
Cater to the homeless during the Sars breakout, this
duty included Cooking, Serving Food, Picking up
donations.
▪Channel O Nigerian Sprite Ambassador
Travelling across Africa from South Africa to Botswana
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to Kenya as the representative for the sprite
rebranding.
Reference
Name: Mrs. Omosalewa Orebajo
Company: Sterling Bank Plc
Position: Manager
Mobile: -
Email:-
