Rita Idara

R i t a La u ra I da ra Rita Idara | LinkedIn • - •- Professional Summary • Experienced customer service manager with a focus on business growth. • 10+ years of experience as Relationship Manager in tier-1 banks. • Leveraged digital marketing, sales enablement and CRM tools to drive marketing efforts and customer engagement. • Led internal teams of up to 35 to achieve 150% of sales budget. Experience JUNE 2024 – PRESENT Customer Service Manager Providus Bank Ltd-Lagos • Led management of high-net-worth client portfolios, achieving a 30% increase in account acquisition and enhancing client relations. • Engineered customer onboarding strategies, which contributed to a 25% growth in corporate and retail portfolio management. • Collaborated cross-functionally to drive strategic partnerships, resulting in a 20% increase in market penetration. • Provided first-class customer service via chat, phone and email, resolving inquiries quickly and efficiently. • Effectively managed customer interactions with professionalism, ensuring a positive experience at every touchpoint. • Assisted with orders, troubleshooting and account inquiries, making the process smooth and hassle-free. • Problem-solved and provided solutions, helping customers navigate challenges with confidence. • Collaborated with internal teams to provide customer experience, retention and satisfaction. • Leveraged CRM and digital tools to manage interactions effectively JANUARY 2022 – MAY 2024 Senior Relationship Manager Guaranty Trust Bank Ltd, Lagos • Led a team managing a retail customer deposit portfolio, achieving a 35% revenue growth through strategic sales initiatives. • Implemented customer support plans, enhancing client engagement and cross-selling financial products by 25% • Leveraged CRM and digital tools to manage customer interactions effectively • Identified prospects and established strong strategic relationships with high-profile clients and target markets to identify sales opportunities, ensure customer access to credit facilities, and resolve customer issues APRIL 2018 – JUNE 2020 Branch Manager, UBA Group, Lagos • Managed a team to transform branch performance, increasing deposits by 100% and transitioning from loss to profit within 3 months. • Spearheaded digital sales initiatives, boosting service delivery efficiency by 30% through targeted staff training programs • Increased profit margins of my branch by 150%. • Built and managed profitable business relationships with clients and customers. JULY 2008 – MARCH 2018 Customer Success Manager, Zenith Bank, Lagos • Developed and maintained client relationships with multinational companies, achieving a 95% customer satisfaction rate. • Engineered tailored banking solutions, resulting in a 20% increase in customer retention. • Provided exceptional customer service, resolving issues and guiding clients, leading to a 25% increase in revenue growth. • Managed cash operations and ensured compliance with banking regulations, maintaining confidentiality and team leadership. Project • Digital Marketing Skills Institute-Ikoyi Lagos (Jan 2024) o Developed a buyer persona document for a B2B company, demonstrating targeted marketing strategy skills. o Created a cost-effective digital marketing strategy for a real estate company, showcasing practical application of digital marketing principles and branch marketing. o Built marketing funnels and managed online advertising campaigns across various platforms. o Conducted comprehensive competitor research to inform strategic marketing decisions. Skills Technical: Relationship Management, Collaboration Leadership, Customer Service Operations Management, Strategy Development, Prospecting, Digital Marketing, Customer Onboarding, Virtual Assistant, Sales Operations, Inbound Service, Partnership Management, Social Media Management, SEO, E-commerce, Email marketing. Tools: HubSpot, Zendesk, Salesforce, Google Sheets, Canva, Hootsuite, MailChimp, Zoom, Teams Languages: English, French German Education Bachelor of Arts: English University of Lagos, Lagos Second Class Upper Division • Graduated in top 2% of class Certifications SEMrush Technical SEO Certificate: Studied marketing tools with a focus on SEO, enhancing skills in Search Engine Optimization Techniques (2025) HubSpot Academy Inbound Certified: I completed training in Inbound best practices focusing on effective customer service, sales and marketing strategies (2025) Digital Marketing Skills Institute, Lagos: I completed a Diploma in Social Media Management and Advertising, focusing on effective online marketing strategies. (2024) Google Digital Marketing and E-commerce Professional Certificate: Currently enrolled. Expected completion (2025)