Experience

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  Creditfix Limited

  • United Kingdom

  • Case Manager

    • Mar 2024 - Present
    • United Kingdom

    1. Manage a client portfolio, overseeing the accurate processing of IVA paperwork.2. Review and verify client documents, ensuring the provision of necessary evidence.3. Conduct comprehensive assessments of clients' financial circumstances, covering personal details, debt level, and affordability.4. Collect payment details, set up schedules, and address outstanding documentation and objections.5. Enhance customer satisfaction and reduce drop-off rates through improved service.6. Use VB for accurate client information capture and maintain data for IVA proposals.7. Communicate effectively with clients, confirming critical dates, explaining the IVA process, and conducting Outcome Calls post-Meeting of Creditors.

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  10Alytics

  • Consultant Data Analyst

    • May 2023 - Present

    • Prepared proposals with Dashboards and Pivot tables, outlining requirements, solutions, and resources, leading to a 90% improvement in project accuracy and alignment.• Demonstrated strong analytical skills and proficiency in data analysis tools, contributing to 5 successful projects across various sectors, including Health Organizations, Human Resources Companies, and Hospitals.• Analyzed large datasets, extracting insights and recommendations using Power BI and Pivot tables, contributing to a 30% increase in efficiency of decision-making processes.• Ensured data integrity and normalization, reducing data discrepancies by 40% and maintaining confidentiality within strict guidelines.• Responded to data queries, leveraging data analysis in the Oil and Gas sector, leading to a 15% improvement in the price strategy.• Generated reports and Pivot tables from extracted data, enabling 20% faster in-depth analysis and informed decision-making.• Utilized Excel, Tableau, SQL, and Power BI to outline end user requirements, resulting in a 50% reduction in project completion times for Health Organizations, Human Resources Companies, and Hospitals in Nigeria and the UK.• Modified existing systems using Microsoft Excel, enhancing workflows to meet evolving needs, resulting in a 25% increase in process efficiency.

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  Circle Health Group

  • Manchester, England, United Kingdom

  • Customer Service Advisor

    • Jan 2023 - Mar 2024
    • Manchester, England, United Kingdom

    • Effectively managed an average of 75 daily customer requests with a focus on a friendly and knowledgeable approach, consistently achieving an exceptional 95% customer satisfaction rate as evidenced by positive feedback.• Successfully navigated a high-volume workload, skilfully multitasking to resolve 80 customer queries simultaneously, while maintaining a swift response time of under 5 minutes per query.• Leveraged analytical expertise to investigate complex accounts and identify prevailing trends, resulting in the implementation of effective solutions that prevented reoccurrence, leading to a substantial 30% decrease in recurring issues and notable improvement in overall process efficiency.• Proactively built and nurtured relationships with key stakeholders, including Insurance Companies and NHS Integrated Care Boards, fostering a 5% increase in collaborative initiatives and significantly enhancing inter-organizational coordination.• Ensured meticulous documentation of customer communications, providing thorough documentation for over 1500 interactions monthly, which significantly contributed to enhanced accountability and comprehensive record-keeping practices.• Demonstrated an unwavering commitment to client satisfaction, consistently surpassing expectations by going the extra mile, leading to an impressive 15% increase in client referrals and the cultivation of enduring customer loyalty.• Skilfully facilitated the resolution of customer issues by expertly transferring calls to the respective departments, achieving an outstanding 90% accuracy rate in directing calls to the right personnel.

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  Union Bank UK PLC

  • Nigeria

  • Retail/SME Analyst

    • Jun 2019 - May 2022
    • Nigeria

    • Proactively identified opportunities for increased profitability within the retail/SME sector by analyzing sales data and customer preferences, leading to a 25% increase in revenue from upselling.• Generated new business by strategically targeting potential clients and delivering data-backed presentations, resulting in a 15% increase in new client acquisitions.• Developed and maintained expertise in various products and solutions, utilizing data analysis and visualization tools such as Excel, Tableau, and Power BI to identify trends and insights.• Utilized data-driven insights to tailor recommendations, resulting in a 30% increase in successful solution implementations.• Cultivated and nurtured positive and enduring relationships with a diverse customer base, resulting in a 15% increase in customer retention and referrals.• Leveraged comprehensive market knowledge and expertise to provide advice on market-leading products, tailored solutions, and services, leading to a 20% increase in customer satisfaction scores.

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  Union Bank of Nigeria

  • Nigeria
  • Banking
  • 700 & Above Employee

  • Head Teller

    • Jun 2017 - May 2019

    • Orchestrated the organization and stocking of teller areas to ensure preparedness for daily customer flows, resulting in a 15% reduction in wait times and improved customer satisfaction.• Expertly identified and mitigated potential fraud and transaction risks, contributing to a 25% reduction in fraudulent incidents and maintaining a secure banking environment.• Successfully recommended bank products and services to current and prospective customers, contributing to a 20% increase in cross-selling revenue and overall customer engagement.• Proactively identified and reported suspicious behaviour to security personnel, ensuring swift intervention and minimizing potential threats.• Excellently executed general teller duties, including cash handling and account information verification, maintaining an impeccable 99.9% accuracy rate.• Ensured precise balancing of daily cash deposits and vault inventory, maintaining a perfect 100% accuracy rate and safeguarding bank assets.• Resolved customer issues and disputes utilizing accurate banking information and policies, achieving a 90% customer satisfaction rate and reinforcing customer loyalty.• Managed the bank's vault with the custody of over NGN 30 million, implementing robust security measures and meticulous financial oversight.• Upheld strict compliance with internal controls and Nigeria banking regulations, leading to zero regulatory violations or penalties during the tenure.

  • ATM Officer

    • May 2016 - Jun 2017

    • Meticulously observed statutory obligations for secure financial services, resulting in a 0% breach in security regulations during tenure.• Diligently carried out thorough incident investigations to identify root causes and implement corrective measures, leading to a 40% reduction in financial errors and incidents.• Expertly built positive customer relationships, enhancing branch loyalty and contributing to a 25% increase in customer retention and recurring transactions.• Maintained detailed cash-flow reports to monitor and optimize business performance, enabling strategic decision-making and ensuring 99.5% accuracy in financial reporting.• Successfully resolved customer complaints following established guidelines, achieving a 90% resolution rate and enhancing overall customer satisfaction.• Efficiently referred complex customer inquiries to team leaders, ensuring 95% accuracy in issue escalation and prompt resolution.• Completed transactions to replace or exchange defective cash notes, ensuring the integrity of the currency and maintaining a 100% accuracy rate in replacements.

  • Customer Service Representative

    • Oct 2013 - Jun 2016

    • Demonstrated adept knowledge of the Flexcube IT system, ensuring seamless updates of account details and transactions with a 99% accuracy rate.• Trained and onboarded new customer service officers on the efficient use of the Flexcube system, resulting in a 20% reduction in training time for new hires.• Maintained an overall customer satisfaction rate of 95%, as measured by customer feedback surveys and positive remarks in customer interactions.• Improved service delivery by suggesting process enhancements, leading to a 10% decrease in customer complaints within the first quarter.• Successfully promoted and sold financial products and services to customers, contributing to a 15% increase in the adoption of various banking solutions.• Collaborated with the sales team to cross-sell products, leading to a 10% growth in revenue from existing customers.• Setup and meticulously maintained an average of 50 customer accounts monthly, ensuring accuracy and compliance with banking regulations.• Addressed a high volume of customer inquiries, handling 30 calls, 10 emails, and 70 face-to-face enquiries daily, maintaining an exceptional 90% resolution rate within a 24-hour response time.

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  CENTER FOR DEVELOPMENT AND SOCIAL JUSTICE

  • Volunteer

    • Jul 2012 - Sep 2013

    • Proactively supported community outreach efforts, resulting in a 20% increase in new volunteer sign-ups and participation in various community assistance projects.• Provided essential physical and emotional support to elderly residents, contributing to a 40% improvement in their community integration and overall quality of life.• Collected donations and meticulously sorted quality items, ensuring that 90% of donated items were suitable for resale or immediate community use, thereby maximizing the benefits of the resources.• Conducted one-on-one meetings with programme participants, fostering a deeper understanding of their needs and offering personalized support, leading to a 25% increase in participant satisfaction.• Gathered and submitted detailed observational information, augmenting required data points and enriching the quality of reports by 30%, enabling better program evaluation and decision-making.• Managed the daily assignment schedule efficiently, ensuring all tasks were completed in a timely and accurate manner, resulting in a 100% adherence rate to the schedule.• Conducted surveys and meticulously documented responses, contributing to the generation of comprehensive insights that guided program enhancements and improvements.

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  MTN Nigeria

  • Customer Care Representative

    • Jun 2011 - Jul 2012

    • Consistently met call time quotas by providing concise communication and adhering to established scripts, ensuring efficient and effective customer interactions.• Utilized exceptional problem-solving and communication skills to de-escalate situations and appease dissatisfied customers, contributing to a 25% reduction in escalated complaints.• Implemented efficient call management strategies that reduced call waiting times, effectively handling 100+ daily inbound calls and improving overall customer experience• Successfully enhanced client retention rates by building instant rapport and establishing trust with customers through attentive and empathetic interactions, resulting in a 15% increase in repeat business.• Efficiently handled an impressive average of 100 calls daily, delivering personalized and friendly service to address customer inquiries, resolve complaints, and provide comprehensive information about relevant products.• Demonstrated outstanding communication skills, resulting in a 90% customer satisfaction rate based on customer feedback.• Proficiently managed calls, maintaining an average call time of 4 minutes, effectively addressing customer needs, resolving issues, and ensuring a positive customer experience.• Swiftly addressed customer complaints with 95% quick resolutions, significantly contributing to a positive customer sentiment and satisfaction levels.