Ijeoma Ugochukwu

IJEOMA UGOCHUKWU Customer Service Manager E- -q www.linkedin.com/in/ijeoma-ugochukwu-  Enugu, 400103, Nigeria SUMMARY I am a dedicated professional with a strong foundation in customer service, recognized for my meticulous attention to detail and organizational skills. I effectively manage customer interactions and strive to ensure satisfaction in all operations. With a proactive approach and commitment to excellence, I aim to foster positive customer relationships and contribute to organizational success. EXPERIENCE Customer Service Manager United Bank for Africa PLC 08/2018 present Nigeria A major financial services provider in Africa. Leading and motivating the customer service team to provide exceptional service to customers. Setting clear team goals and Key Performance Indicators KPIs). Developing and implementing customer service policies, procedures, and standards. Training staff in customer service techniques and company policies. Maintaining a deep understanding of company products and services to provide accurate information to customers. Coordinating with other departments to resolve issues impacting customer service. Recruiting, training, and onboarding new customer service staff. Ensure that branch ATMs are functional at all times and faults timely escalated and resolved. Ensure maintenance of appropriate confidentiality and security of customer and transactional information and safety of bank branch assets. Supervise account opening process and ensure complete documentation and prompt scanning of account mandates as well as tracking/follow-up on deferred documents. Head of Processing United Bank for Africa PLC 05/2018 07/2020 Nigeria A major financial services provider in Africa. Ensured effective and timely service delivery to customers at all customer touch points. Recommended process improvements as it relates to Customer Service Support to ensure service efficiency and cost minimization. Drove timely and error-free processing culture among team members. Ensured efficient TAT in line with service level agreements. Ensured no incidence of losses due to fraud, regulatory infractions, and processing errors occurred. Served as an effective backup for the Customer Service Manager. Customer Service Ocer United Bank for Africa PLC 11/2012 04/2018 Nigeria A major financial services provider in Africa. Handled customer enquiries professionally in line with stated service level agreements with other departments. Responded to complaints/enquiries in a timely and courteous manner and demonstrated an effective feedback mechanism. www.enhancv.com• Logged in all queries using Group Response Portal GRP or any other CRM application at all times. Downloaded and handled all open calls assigned on GRP. Escalated unresolved issues to the Team Lead and followed up for quick resolution. STRENGTHS G Attention to Detail Strong organizational skills, with a focus on detail.  Leadership Ability to lead and inspire teams to achieve high customer service standards.  Communication Skills Effective communicator, both orally and in writing. b Goal Oriented Commitment to self-improvement and team effectiveness. SKILLS PASSIONS & Reading and Travelling Enjoy reading various genres and exploring new places. G Workshops and Trainings Participating in workshops for continuous personal and professional development. & Alternative Dispute Resolution Engaging in activities related to mediation and conflict resolution. b Entrepreneurial Development Involved in projects that support entrepreneurial skill development. Powered by 