Emily Lafenwa

Emily Lafenwa # - _-  https://linkedin.com/in/dolabomi-emilylafenwa-b- + Lagos, Nigeria EXPERIENCE ACHIEVEMENTS Account Relationship Manager  Fidelity Bank PLC ~ 01/2009 - 09/2020 + Lagos, Nigeria - Approached potential customers to establish relationships in deposit, credit facilities and trade. - Drove an aggressive relationship management approach to ensure customer loyalty and increased market share. - Aggressively grew the Bank’s institutional deposit portfolio by ensuring all customers are closely monitored and their unique needs remain at the forefront of specific customer retention strategy. - Remained abreast of all related developments in the sector and beyond both locally, regionally and internationally to enable the Bank to remain competitive and relevant to the target market. - Establish appropriate quality and service standards to drive customer loyalty and referrals. Customer Service Representative Fidelity Bank Plc ~ 10/2016 - 2018 + Lagos, Nigeria Fidelity Bank provides outstanding Online, Personal Banking, SME Banking, Corporate, Investment, Agric and Private Banking Services. - Effectively handled and resolved customers issue and enquiries on first contact within the agreed service level using relevant applications - Cross sell the company services - Consistently met performance milestones in speed, accuracy, and volume - Explicitly responded 150 customer calls per day. - Demonstrated professional etiquette and manners, improving 30% positive feedback immediately - Developed strong rapport with inter-department and other offices that facilitates open communications for quick resolution to customer issues - Handled Inbound/Outbound calls, mails and social media desks simultaneously Negotiation & Communication Successfully handled 400+ customers’ accounts simultaneously, without a single complaint from any account holder in almost 2 years. Retained big corporate clients by providing them with incentives and discounts.  Trained 20 new customer service representative every quarter Thus, improving productivity within the first 3 months. M Contributed to a 60% deposit increase in 2019 Across most companies product by improving lead-generation and salestracking methods. Increased customer base by 45% during the year 2019 by monthly marketing storms and reactivating dormant account. Integrated a complex customer feedback system in order to manage the system better EDUCATION B.Sc Applied Biology and Biotechnology Covenant University VOLUNTEERING Free From Infection Program (FFI) Nigerian Medical Laboratory Reception ~ 2015 ​ articipated in the annual 4 weeks Free from Infection program (FFI) P which was conducted on all traders in the mammy market and schools of the Nigerian Army Cantonment, Ojo, Lagos. ~ 10/2010 - 06/2014 + Ogun, Nigeria West African Examination Council (WAEC) Command Day Secondary School ~ 2010 - 2010 + Lagos, Nigeria HIV/AIDS Adolescent Reproductive Health UNICEF ~ 2014 - 2015 Taught as a Peer Educator for secondary school students on HIV/AIDS Adolescent Reproductive Health sponsored by UNICEF as my Community Development Service for the National Youth Service Corps, 2014 – 2015. www.enhancv.com Powered by / VOLUNTEERING Annual Workshop Program Nigerian Institute of Medical Research (NIMR) ~ 2013 Helped conduct the annual workshop program in the molecular biology lab of Nigerian Institute of Medical Research (NIMR). SKILLS Customer Relationship Management Credit Application System Google MyBusiness Microsoft Excel Microsoft Word Microsoft PowerPoint Customer Support Customer Retention www.enhancv.com Powered by /