CHINWENDU UGWU
BUSINESS ANALYSIS | CUSTO MER SERVICE | FIN AN CE
Location: Lagos, Nigeria.
Tel. Phone: -
Email:-
PROFESSIONAL SUMMARY
Professional with 12 years+ of extensive experience in customer service, financial operations, and business
support. Skilled in delivering exceptional service, optimising workflows, and driving revenue growth through
strategic cross-selling and relationship management. Known for resolving complex issues, ensuring regulatory
compliance, and maintaining accuracy in financial operations. Demonstrates commitment to excellence by
analysing data to identify trends, improve processes, and support informed decision-making. Builds strong
relationships with clients and stakeholders, fostering trust and long-term collaboration. Highly committed to
delivering exceptional experiences and driving organisational success.
CORE COMPETENCIES
Key Account Management • Financial Management • Business Analysis • Customer Service Management •
Project Management • Requirement Gathering • Stakeholder Engagement • Data Analysis • Power BI • Banking
Operations • Financial Growth • Account Opening • MS Excel • Client Retention • Strategic Planning •
Performance Monitoring and Reporting • Sales Strategy • Product Knowledge.
EDUCATIONAL BACKGROUND
B.Sc. – Information Technology – National Open University
2024.
OND – Computer Engineering – Federal Polytechnic Oko, Anambra State
2011.
EMPLOYMENT HISTORY
Customer Care Officer
Access Bank Plc, Apapa, Lagos, Nigeria.
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Recommended suitable banking products, achieving 30% growth in savings account deposits.
Analysed customer feedback, driving initiatives that improved Net Promoter Score (NPS) by 12%.
Resolved over 95% of customer complaints within SLA, boosting branch service satisfaction by 20%.
Educating customers on self-service tools contributed to a 28% growth in digital banking adoption.
Cross-sold financial products, generating monthly revenue of ₦10M through customer engagement.
Achieved 99% accuracy in processing customer requests, reducing transaction-related errors significantly.
Retained high-value clients, achieving a 15% year-on-year increase in relationship management revenue.
Onboarded 2,000+ new customers annually, contributing to the bank's expansion in a competitive market.
Assisted in reducing branch operational costs through process optimisation and workflow improvements.
Championed customer engagement campaigns, contributing to a 40% increase in cross-channel product
usage.
Personal Assistant
Fidel
Mercantile Services Limited, Apapa, Lagos, Nigeria.
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Oct 2016 – Date.
2014 – 2016.
Coordinated 120+ executive meetings yearly, improving decision-making timelines by 28%.
Liaised with vendors to negotiate favourable terms, saving ₦3M annually on logistics expenses.
Ensured 100% compliance with confidentiality policies for sensitive business and financial data.
Managed correspondence, ensuring timely responses that maintained a 95% client satisfaction score.
Drafted and reviewed financial reports, ensuring 100% accuracy for quarterly budget presentations.
Reduced scheduling conflicts by 40% through enhanced calendar management and priority planning.
Designed tracking tools, consistently improving task completion rates by 30% and meeting deadlines.
Delivered detailed financial analysis reports, influencing management strategies for cost-saving measures.
EMPLOYMENT HISTORY
Cash Service Representative
Diamond Bank Plc.
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2012 – 2014.
Identified fraud risks, saving ₦10M through proactive monitoring and security measures.
Improved customer onboarding efficiency by 25%, reducing account setup turnaround time.
Delivered seamless foreign currency exchange services, handling ₦5M in monthly transactions.
Exceeded monthly sales targets by 30%, promoting savings accounts and fixed deposit products.
Enhanced customer loyalty by resolving 85% of inquiries on first contact, minimising escalations.
Contributed to branch profitability growth, supporting a 12% year-over-year increase in revenues.
Reduced wait times by 15% through streamlined queue management and customer flow processes.
Processed 200+ transactions daily, maintaining 98% accuracy in financial operations and record-keeping.
PROFESSIONAL COURSES
Business Analysis – Coursera.
In View.
Fraud Management – Diamond Academy.
2019.
AML/CFT (Anti Laundering/Combating the Financing of Terrorism} – Diamond Academy
2018.
