Glory Charles

GLORY CHARLES cUSTOMER Success manager Lagos, Nigeria | www.linkedin.com/in/glory-charles- |- Profile Summary A passionate and result-driven Customer Success professional with over four (4) years’ cognate experience in delivering exceptional service, developing and maintaining business relationships and the coordination of routine business operations at Zenith Bank Plc. I am proficient in resolving complex customer transactions and inquiries with a solution-oriented approach, ensuring high level of satisfaction and loyalty. I thrive in building customer relationships with a proven track record of managing high volume interactions, efficiently utilizing CRM systems and providing insightful feedback to improve service processes. I hold a BSc in Economics and an MSc in Business Administration with sound knowledge of Agile methodology and Jira software. A Tech enthusiast with a profound understanding of customer success management, able to prioritize tasks to meet deadlines, an effective communicator, a team player, a problem solver and I am highly organized. Career Experience Zenith Bank PLC | Cash OfficerJanuary 2025-Present Researched and resolved complex customer issues while escalating technical errors to the appropriate departments when necessary and collaborating with cross functional teams to resolves these issues resulting in a 10% decrease in transaction related complaints. Balanced cash drawers and managed vault operations daily, maintaining zero discrepancies in overages and shortages in the past 4 months and a 100% on-time completion rate for all end-of-day procedures. Proactively identified potential service disruptions and developed contingency plans to ensure service continuity and customer satisfaction Demonstrated adaptability by mastering new banking software and digital banking technologies and supporting seamless transition and effective service delivery. Trained and mentored 5+ new team members, promoting best practices in customer service and cash management procedures. Developed and implemented a customer loyalty measure that increased customer retention rate by 10% Implemented and integrated business strategies and new management processes to improve operational quality, team efficiency, save on costs and prevent losses. Zenith Bank PLC | Teller/Customer Service Officer- Processed an average of 100+ customer transactions per day including deposits, withdrawals, local and international transfers with 99.5% levels of accuracy and efficiency. Successfully converted 20% of customer inquiries into sales opportunities by genuinely understanding the customer needs and pain points and effectively positioning banking products and service that meets the customer needs and objectives Built strong and lasting customer relationships through regular communication using active listening and empathy while understanding the customer needs. Identified and prevented fraudulent activities and transactions by carrying out required Due diligence before consummating transactions thereby safeguarding over $110,000 in bank assets Ensured compliance with organizational policies and security standards while handling sensitive financial information and transactions Education National Open University of Nigeria, MSc.2025 Business Administration Obafemi Awolowo Univeristy, BSc.2018 Economics Certifications LinkedIn2024 Customer Experience Strategy: Build a Customer-centric Culture Google2023 User Experience Competences and Skills CRM software proficiency Excellent presentation skills Sound interpersonal and relational skills Customer onboarding and Journeys Active listening and Empathy Process analysis and data processing Adept at prioritizing & strategic scheduling Excellent communication skills Strong analytical and creative thinking skills Upselling and Business development Excellent problem-solving skills Time management and organizational skills Excellent Leadership and team management Conflict resolution & pressure management Meticulous attention to detail Emotional intelligence Excellent work ethics Adept at new techniques