Experience

Worldbay Technologies

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Branch Manager

  • Jan 2022 - Present

  • Strategy: Actively engaging and contributing to the development and review of the client relations strategy, policy and approach within the organization. • Relationship Management: Listen to, understand and respond to customers to manage their expectations, build the brand and create loyalty. Sustain rapport with customers by making periodic customer visits, exploring specific needs, and anticipating new opportunities. • Customer Service:Ensure quality and consistency of customer relations by handling customer complaints and queries are addressed and resolved within stipulated SLAs. Create and execute initiatives to address customer complaints and take necessary steps to correct and address the complaints. • Finance, Budgets and Forecasts: Forecast and achieve annual revenue and expenditure targets for the customer service team in line with the strategic plan. Develop departmental budgets, schedule expenditure, analyze variances and take corrective actions to address variances. • Customer Retention: Champion initiatives to drive customer retention and drive exceptional customer experience. Develop customer satisfaction goals and coordinate with the team to meet them daily. • Stakeholder Management:Collaborate with cross-functional teams to identify break downs in the process and ensure a seamless customer experience. Identify key trends and opportunities for the sales team to increase sales. • Performance Management: Supervise day to day activities in customer service. Ensure staff members are achieving desired service levels while providing regular performance feedback. Conduct pre-shift team meetings daily setting focus and priorities for the day to ensure the productivity of the agents along their OKRs. • People Management:Manage the day-to-day growth, development, deployment and engagement of the team. Recruit, orientate, communicate job expectations, coach, and manage direct reports.



Access Bank Plc

• Nigeria
• Banking
• 700 & Above Employee

• Lead Digital Loan Analyst

  • Jan 2021 - Jan 2022

  • Ensuring credit facility request is backed by supporting data to guide decision-making in line with the credit policy. • Regular performance review of Retail Loan products with further escalations to Loan Recovery and Retail Group.• Liaising with Retail Products team and business units on issues relating to product papers and approvals.• Recommend criticized facilities to Loan Workout Unit for follow-up and recovery.• Create an inspiring team environment with an open communication culture• Delegate tasks and set deadlines.• Oversee day-to-day operation.• Monitor team performance and reports.• Discover training needs and provide coaching for every team member.• Encourage creativity and risk-taking• Suggest and organize team-building activities• Loan Recovery Analysis Report

• Digital Loan Analyst

  • Jul 2019 - Jan 2021

  • Retail Loan Sales (New to bank, Cross-selling, and Upselling) • Retail Loan Liquidation and Recovery • Credit Monitoring• Monitoring delinquent accounts, negotiating collections.• Telemarketing (existing and prospective customer)

• Sales and Customer Care Representative

  • May 2018 - Jun 2019

  • Maintaining a positive, empathetic, and professional attitude toward customers at all times.• Responding promptly to customer inquiries.• Communicating with customers through various channels ( Phone, email, live chat, and social media)• Managing customer requests, acknowledging and resolving customer complaints and feedback via CRM to ensure customer satisfaction and issue resolution.



Auto Crest Auto Mobile company

• Customer Service/ Sales Person

  • Jun 2017 - May 2018

  • Acted as the face of the company and directly worked with customers to answer their questions and provided additional support where needed. • Compiled reports on overall customer satisfaction. • Created a new market strategy for the company by opening social media account which boosts the company sales by 75%. • Persuaded customers to reconsider our product and services • Acted as the face of the company and directly worked with customers to answer their questions and provided additional support where needed. • Compiled reports on overall customer satisfaction. • Created a new market strategy for the company by opening social media account which boosts the company sales by 75%. • Persuaded customers to reconsider our product and services