Onwordi Patrick Ateli
Lagos, Nigeria | - |-| Linkedin/Onwordi
SUMMARY
Results-driven Senior Contact Center Leader with over a decade of experience in banking
and customer service operations. Adept at leading large-scale multi-channel contact center
teams to drive customer satisfaction, operational efficiency, and revenue growth. Strong
expertise in service delivery, performance management, workforce planning, and digital
transformation, consistently achieving 90%+ SLA compliance. Proven ability to develop and
implement strategies that enhance customer experience, streamline operations, and
optimize contact center efficiency. Committed to building high-performing teams, fostering
innovation, and aligning customer service functions with business goals.
EXPERIENCE
Senior Team Lead - Contact Center
Access Bank PLC
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Drive the execution of contact centre strategies, aligning operations with business
objectives to optimize service delivery and cost efficiency.
Developed and implemented a structured KPI-driven performance framework, improving
customer satisfaction by 20% and reducing error rates by 30%.
Successfully restructured and scaled the email support team, improving response times
and enhancing customer experience.
Led workflow redesign of Level 2 escalation handling, resulting in a 15% boost in
resolution rates and faster complaint resolution.
Introduced a customer feedback and follow-up system, reducing churn and improving
complaint resolution rates by 70%.
Spearheaded recruitment, training, and development for over 250 employees, achieving
90%+ service level adherence through structured capacity planning.
Implemented data-driven insights to optimize call routing, workforce scheduling, and
service delivery, resulting in a 10% reduction in staffing costs.
Ensure 100% adherence to Access Bank’s policies, industry regulations, and service
quality standards, mitigating risks and enhancing brand reputation
Inbound Supervisor
Diamond Bank Plc
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Dates
04/2019 - Till Date
Dates
11/2017 – 04/2019
Maintained 100% SLA adherence, leading to a 95% customer satisfaction rating.
Successfully resolved 95% of escalated cases within 24 hours, significantly improving
customer retention.
Developed workflow improvements that reduced Average Handling Time (AHT) by 15%
and enhanced agent productivity.
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Analysed weekly reports on key performance metrics, enabling a 20% improvement in
efficiency
Inbound Customer Service
Diamond Bank Plc
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Specialty in CRM systems and practices.
Records 100% interaction for audit and managerial purposes.
Improved customer satisfaction score from 71% to 82%
Resolved a company-record 150 customer complaints per week.
Maintained 90% service level while ensuring seamless interactions across multiple
channels.
Provided 98% inbound support via phone and email, escalated technical product-related
issues to the required department for prompt resolutions
Treasury officer (Operations)
United Mortgage Bank Ltd (Provides Bank Limited)
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Dates
11/2013 – 01/2016
Ensured full compliance with Treasury ALM Policy and procedures, making certain that
all funding and derivative transactions adhered to regulatory standards and operational
benchmarks.
Managed derivatives transactions exceeding $200 million, successfully hedging the
bank's interest rate exposure and aligning with ALCO strategies to mitigate risk.
Reconciled over 20,000 accounts each month, providing formal reconciliations with a
perfect accuracy rate, and resolving discrepancies within 24 hours, earning accolades
for precision.
Enhanced the bank's investment portfolio by performing thorough pre- and postinvestment analyses that resulted in a 5% year-over-year increase in returns, supporting
ongoing financial growth.
Fixed Asset Executive
Standard Chartered Bank Plc
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Dates
04/2016 – 11/2017
Dates
08/2012 – 10/2013
Handled over 100 loan applications each year, making sure to accurately collect and
verify applicant information, which helped streamline the credit approval process.
Achieved at least 70% annual growth in loan disbursements, consistently hitting
established targets.
Expanded the business by acquiring more than 50 new clients every quarter through
proactive business development efforts and focused outreach campaigns.
Boosted sales conversion rates by 20%, creating a positive sales atmosphere and
promoting the bank's range of products and services to cater to various client needs.
Independently resolved 95% of complex loan processing issues, ensuring compliance
with policies and maintaining high levels of customer satisfaction.
EDUCATION
Delta State University
BSc Banking and Finance (Second Class Upper)
Dates
02/2004 – 11/2007
SKILLS
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Contact Centre Leadership
Customer Experience & Retention Strategies
Omnichannel Support Strategies
Service Level Agreement (SLA) Monitoring & Optimization
Workforce Planning & Talent Development
Process Optimization & Workflow Improvement
Customer Relationship Management (CRM)
Key Performance Indicator (KPI) Tracking
Quality Assurance (QA) Monitoring & Compliance Tracking
Contact Center as a Service (CCaaS) Solutions
Compliance & Risk Management
ACCOMPLISHMENT
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Received the 2023 Customer Experience Award for "Passion for Customer."
Demonstrated inbound etiquette in a professional manner, thereby generating 80%
positive feedback and 5-star ratings.
Highly recommended supervisor of the year- 2020.
Runner-up Agent of the Year (Inbound – 2017).
Revolutionized customer service gauging mechanism, thereupon increasing the
efficiency of the department by 20%.
Collaborated with the management team to develop key performance metrics.
Successfully reduced the error rate to 3% as against the 12% base year figure by
remodeling escalations pattern.
Liaised with the settlement team to recover over N40m in bad debts through the
ombudsman’s BOT introduction.
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LEARNING AND CERTIFICATES
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Supervision Skills - Managing Employee Performance (2024)
Statistical Methods for Decision Making (2022)
SQL: Data Reporting & Analysis (2022)
Data Visualization with Power BI (2022)
Operations Management & Forecasting (2017)
Fraud Management & AML/CFT Compliance (2018)
Outstanding Customer Service Training (2019)
