Ejinma Ojaa

EJINMA OJAA Portharcourt, Nigeria- --|….. PROFESSIONAL SUMMARY Highly motivated and results-oriented Customer Service Manager with over 8 years of experience exceeding customer expectations at United Bank of Africa (UBA). Proven ability to deliver exceptional customer service across all channels, leveraging a strong understanding of CRM and project management tools. Proficient in managing customer projects using cloud-based tools to ensure ontime delivery and exceed Service Level Agreements (SLAs). Possesses excellent written and verbal communication skills, leveraging expertise in Microsoft Suite, Google Suite, Slack in delivering excellent service at every interaction. Committed to delivery excellent customer service at every touchpoint and positive customer experience. SKILLS            Customer Service Process Improvement CRM Tools (Hubspot, Freshdesk, Monday.com, Zendesk) Team Building Complaint Resolution Leadership Good documentation and process management skills Microsoft Ofice Suite Google Workspace Digital sales Customer onboarding           Excellent administrative skills Data Entry Email Management/Chat support Effective Communication Appointment Scheduling Virtual Assistance Good Interpersonal Skills Project management ( Monda.com, trello, zapier and click up) Good negotiation and conflict resolution skills Cross selling and upselling WORK HISTORY 08/2022 till date Customer Service Manager United Bank of Africa  Identified and addressed process inefficiencies, effective implementation of bankwide policies, streamlining workflows and improving team productivity.  Developed and implemented customer service strategies and initiatives, resulting to increase in customer satisfaction scores.  I supervised and co-ordinate account opening process using one stop shop CRM tool, ensuring complete documentation and prompt customer onboarding.  Proven ability to manage operational risks and identify proactive solutions to maintain a stable and secure banking environment.  Streamlined daily, weekly, and monthly GL account reconciliations using Fincore and excel, leading to a reduction in processing time and improved accuracy  Resolved complex customer complaints and escalated issues, ensuring timely and effective resolution  Managed a team of 10 operations unit, providing coaching, guidance, and performance management. 02/2020 to 07/2022 Head of Processing United Bank of Africa        07/2015 to 01/2020 Managed a team of 4 customer service representatives to consistently deliver exceptional service to customers across all touchpoints Built strong customer relationships by demonstrating a friendly and helpful demeanor, adhering to customer service charters, turnaround times, and service level agreements. Utilized a CRM tool to streamline the account opening and channel migration process, ensuring a smooth and efficient customer service experience. Leveraged customer interactions to effectively cross-sell bank products, generating additional revenue and exceeding sales goals. Reduced customer wait times through efficient service delivery and proactive problem-solving. Responded to request within set SLAs, exceeding customer expectations and contributing to a positive brand image. Successfully managed and reactivated customer accounts, exceeding targets. Leveraged these interactions to effectively cross-sell bank products and identify potential customers for the Business Team, contributing to overall revenue growth. Customer Relationship Officer United Bank of Africa  Successfully onboarded a high volume of new customers by opening accounts and facilitating enrollment on digital banking platforms  Consistently delivered timely and effective service at every interaction, exceeding customer expectations and adhering to service charter, TATs, SLAs etc  Processed standing orders, customer cheque and card requests with accuracy and speed, ensuring timely delivery to customers  Built trust and rapport with customers, exceeding expectations and generating positive reviews and referrals  Proactively addressed customer inquiries and concerns, delivering timely resolutions and fostering positive customer experiences.  Maintained a zero-tolerance approach for errors and fraud by rigorously adhering to all internal controls and regulatory guidelines.  Proactively assisted underbanked customers with account opening and digital channel migration, expanding financial services accessibility within the community. VOLUNTEERING EXPERIENCE Youth Corp Member Millenium Development Goal  Public sensitization to civil servants, students on how to manage mental health, while promoting gender equality, education and environmental sustainability. EDUCATION 2012 Bachelor of Science: Urban and Regional Planning Abia State University TRAINING AND CERTIFICATIONS United Bank of Africa Academy  Service Excellence: The Way to the Customer's Heart  Understanding our Digital Banking Solution  The Customer Experience Course(Basic)  How Top Global Brands Show Value to Customers  Building Operational Risk-an Opeartion’s perspective  Health and Safety for Business sustainability  General KYC Onboarding  Managing Customer Expectations  Journey to Being Customer Preferred Service Bank  UBA Smart Process account opening solution  Pillar of Great Customer Experience-Expectation  Empathy-the gateway to winning customer  Ownership as a Service attitude  Service without Excuse-Our Service Promise  Our Digital Drive - Our Path to Digital Excellence  Engagement: A Customer Retention Tool Linkedin Learning  The Pillars of Customer Experience  Customer Service: Problem-Solving and Troubleshooting  Customer Service: Serving Customers Through Chat and Text  Onboarding and Adoption Best Practices for Customer Success Management Digital Witch  Virtual Assistance  IT Support