SANDRA ARIKIBE
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Professional Summary
Sandra is a result-oriented individual possessing exemplary project management, leadership and risk oversight skills. A competent Scrum Master with extensive experience leading, coaching and mentoring high-performance teams on diverse projects. Considered expert in optimizing workflows, prioritizing tasks and overseeing daily milestones . Highly organized, methodical and skilled with extensive background in working with cross-functional teams.
Skills
Mastery of customer service
Operations and Service Management
Empathy and People Management
Risk identification
Risk mitigation planning
Critical Thinking
Removing impediments
Facilitation
Leadership
Creativity
Empathy
Conflict resolution
Communication
Coaching
Accomplishments
Conducted random opinion polls from customers on the quality of services rendered and received increased satisfaction ratings by 70%.
Increased customer base by 40% during the year 2016 due to delivery of quick service for Sterling Bank.
Achieved 87% customer satisfaction in processing their funds transfer instructions and requests swiftly.
Reduced customer attrition by 70% via proactive communication, feedbacks and exceptional service.
Certifications
Professional Scrum Master {PSM I}, Scrum.org
Service Professional Training, Stacey and Lloyd consulting, Canada
Analyzing Data with Excel, Edx Learning.
Work History
Deputy Service Manager/Agile Scrum Master, 01/2019 to Current
Sterling Bank Plc
Assessed each scrum team member's responsibilities and delegated tasks to balance each employee's workload.
Removed obstacles by finding right personnel to advance tasks and projects.
Assisted with internal and external communication resulting in improved transparency.
Supported team using servant leadership style and leading by example.
Led sprint reviews, daily scrums and planning meetings to realize full team engagement.
Drove Scrum team progress to overcome obstacles and realize success throughout life of each sprint.
Manages relationships with clients, with respect to financial needs and expectations by advising on the appropriate product offerings.
Maintains performance efficiency of the Team through effective Technical, Developmental, and Leadership Trainings.
Ensures optimal turnaround time of the branch ATMs (Automated Teller Machines) in availability and
reliability to deliver memorable moments to customers.
Ensured seamless communication between customers and stakeholders.
Planned Agile best practices and encouraged team cohesion, overcoming impediments and hurdles to productivity.
Teller/Fund Transfer Officer, 05/2017 to 12/2018
Sterling Bank Plc
Monitored transactions and customer behavior to identify signs of fraud.
Examined financial statements and records to collect important details and verify calculations.
Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
Facilitated the processing of funds transfer instructions/requests (internal, inter-bank, and off-shore) submitted by customers within the bank's approved turnaround time.
Customer Experience Personnel, 03/2014 to 04/2017
Sterling Bank Plc
Served customers and followed outlined steps of service.
Exceeded goals through effective task prioritization and great work ethic.
Demonstrated a client-centric service culture by providing relevant information to customers enquiries and resolving customer issues.
Followed up with customers during and after digital installations to verify satisfaction.
Described promotional offers to customers and used persuasive sales techniques to cross-sell the bank's products and services.
Contact Centre Agent, 08/2012 to 02/2014
Sterling Bank
Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
Promoted available products and services to customers during service, account management and order calls.
Presented feedback to the supervisor to enhance service delivery and documented records of customer interactions for future reference.
Education
Bachelor of Science, Microbiology: 09/2010
Madonna University - Nigeria
