Ebere Nwachukwu
Business Analyst at Stanbic IBTC- Claim this Profile
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Bio
Credentials
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Communication Foundations
LinkedInSep, 2023- Nov, 2024 -
Developing Business Partnerships
LinkedInSep, 2021- Nov, 2024 -
Strategic Partnerships
LinkedInSep, 2021- Nov, 2024 -
Persuasive Selling
LinkedInOct, 2020- Nov, 2024 -
Build Your Skills In Customer Service
LinkedInAug, 2020- Nov, 2024 -
Customer Service: Serving Customers Through Chat and Text
LinkedInAug, 2020- Nov, 2024 -
De-Escalating Conversations for Customer Service
LinkedInAug, 2020- Nov, 2024 -
Develop Your Customer Service Skills
LinkedInAug, 2020- Nov, 2024 -
Serving Customers Using Social Media
LinkedInAug, 2020- Nov, 2024 -
Building Rapport with Customers
LinkedInJul, 2020- Nov, 2024 -
Customer Service Foundations
LinkedInJul, 2020- Nov, 2024 -
Customer Service: Call Control Strategies
LinkedInJul, 2020- Nov, 2024 -
Customer Service: Handling Abusive Customers
LinkedInJul, 2020- Nov, 2024 -
Customer Service: Problem Solving and Troubleshooting
LinkedInJul, 2020- Nov, 2024 -
Business Etiquette: Phone, Email, and Text
LinkedInJun, 2020- Nov, 2024
Experience
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Stanbic IBTC
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Nigeria
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Financial Services
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700 & Above Employee
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Business Analyst
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Oct 2021 - Present
Activated and successfully closed a record 13 strategic projects in 1 year for high-value departments concerned with customer interface, and revenue generation.Sustained creative and objective execution of a minimum of 1 project per month, recording decisive success with cohesive teamwork, despite the multilevel supervision and liaisons involved.Invented requirements specifications and meticulous business process design; standardized a process that reduced requirement gathering and analysis time by 50%.Initiated a keen assessment of client retention and revenue needs and prioritized department projects likewise, thus, achieving lean efficiency and increased cost benefits for customer-inclined and revenue projects.Co-stipulated compelling user stories from department templates and new requirements, drawing engaging projects for over 3 departments within 6 months, including challenging agile deliverables.Confidently juggled multilevel interactions with the board, middle management, and executive-level project players, thus, slashing turnaround time for project deliverables, and impacting revenue growth positively. Leveraged evidence-based research methodology (interviews, user shadowing, requirements workshops, surveys, and use scenarios), competitive analysis, and design thinking facilitation techniques to define user needs Show less
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Partnership Officer
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Apr 2021 - Oct 2021
Consistently achieved exceptionally high levels of customer service and satisfaction across all touch points in partners’ engagement, exceeding performance targets by 100%. Successfully analyzed pricing negotiated complex technology agreements, and developed financial projection models for over 20 partnership engagements during tenure, receiving positive feedback.Boosted growth and synergy by developing a value-driven portfolio of preferred partners, while tailoring innovative banking solutions to solve partners’ business needs, promptly.Actively informed the gainful improvisation and creation of banking products and services, informed by market opportunities, client feedback, and proactive product insightOrchestrated executive-level analyses, and delivered targeted presentations to senior-level managers and partner audiences on project progression and implementation.Oversaw partners’ compliance to regulatory requirements governing banking practices; installed tactics that effectively mitigated operational risks for the bank across all project deliverables. Managed all aspects of projects including scope definition, risk analysis, key stakeholder change readiness, and integration of new intake and prioritization process across 7 functional business units Show less
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Relationship Manager
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Apr 2017 - Apr 2021
Articulated the StanbicIBTC revenue and customer experience visions, and distilled the same intelligently to a top-performing customer-facing team, leading to an invaluable surge in the team and individual performance. Stipulated a series of novel business development initiatives that led to several recognitions for proactive performance and situational leadership.Demonstrated invaluable insight into interpreting the bank's commercial objectives into strategic engagement tactics for increasing commitments from high net worth clientele.Achieved noticeable milestones as well: Exceeded account sales target by 493%, 100% recovery rate of accrued non-performing loans of N500 million (approx.), recorded 100% growth in commercial liability within a year.Awarded department’s Best Performer of Risk Assets, for two years consecutively (2019, 2020); won the Beyond Excellence Award in Sales and Excellence in the fiscal years of 2020 and 2021.Recognized as the ‘Best Performing Branch Support Staff’ seconded to the customer care centre in client engagement.Bolstered business momentum in the business banking unit of the branch by leveraging expert upsell, cross-sell, and customer needs management tactics in successfully identifying valuable business opportunities with high-profile clients. Show less
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Consultant, Customer Care Centre
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Jul 2015 - Apr 2017
Influenced the intelligent update of the Centre’s operational guidelines, and drove objective contextual improvements to the inbound and outbound call scripts, thus, improving team productivity.Exceeded sales and liability targets by 100% and 150% respectively, thus, slashing the churn rate.Recognized as the ‘Best Performing Branch Support Staff’ with 99% occupancy; seconded to a customer care centre in client engagement.Demonstrated keen product knowledge and creatively sold, cross-sold, and upsold bank products across customer segments.Efficiently managed customer queries pertaining to account balances, transaction details, statements, and fees while instituting systems that slashed waiting time significantly. Confidently created powerhouse customer service strategies bordering strategic inbound and outbound call activities, sales support, and customer correspondence alongside senior management that truncated operational costs decisively. Show less
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Project Support Officer
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Jul 2015 - Apr 2017
Aided intelligent business decisions, and bolstered the bank’s audit compliance with thoroughly-analyzed data from the database.Maintained the total quality management of employed data from Bank Verification Number (BVN) forms and documents.Deployed Management System (DMS) efficiently to review existing customers’ information onFinacle, and to compare the indexed data from BVN forms.Employed invaluable relationship management and interpersonal skills in establishing symbiotic communication lines with project team members for realtime feedback and knowledge management. Show less
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Daily Need Industries Limited
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Lagos, Nigeria
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Quality Assurance Microbiologist
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Jun 2013 - Jul 2015
Performed regular audits and inspections on manufacturing processes to ensure that procedures adhered to Current Good Manufacturing Practice (cGMP). Developed and revised QC Standard Operating Procedures (SOPs) and Standard Testing Procedures. Developed and performed microbial method validations. Trained new staff and industrial attachment students on microbial analysis. Performed regular audits and inspections on manufacturing processes to ensure that procedures adhered to Current Good Manufacturing Practice (cGMP). Developed and revised QC Standard Operating Procedures (SOPs) and Standard Testing Procedures. Developed and performed microbial method validations. Trained new staff and industrial attachment students on microbial analysis.
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Laboratory Scientist (NYSC)
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Jun 2012 - May 2013
Took and identified patients’ specimens. Analyzed and computed test results. Provided advisory to patients based on test results. Took and identified patients’ specimens. Analyzed and computed test results. Provided advisory to patients based on test results.
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Education
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2017 - 2020
University of Lagos
Master of Business Administration - MBA, Finance -
2006 - 2010
Abia State University, Uturu
Bachelor of Science - BS, Microbiology (Second Class Honours, Upper Division)
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