Ijeoma Okechukwu
Professional Banker
Lagos
Summary
Dedicated professional with demonstrated strengths in customer service and sales, time management and trend tracking. Good at troubleshooting problems and building successful solutions. Excellent verbal and written communicator with strong background cultivating positive relationships and exceeding goals. Always holds a high level of professionalism and courtesy. Proactive sales representative with many years of experience, proven knowledge of customer needs and support strategies. Develops and leads high-performance teams focused on customer retention and loyalty. Improves performance continuously by adjusting strategies and coaching individual team members.
Driven Relationship Manager focused on deepening client relationships by providing superior service and support.
Overview
15
15
years of professional experience
17
17
years of post-secondary education
Work History
Relationship Manager, Banking Operations
Fidelity Bank Plc
Ilupeju Branch Lagos
04.2023 - Current
- Built and maintained relationships with new and existing clients while providing high level of expertise.
- Achieved goals for sale of bank products and services and exceeded performance metrics for customer service.
- Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products.
- Developed and cultivated lucrative relationships with both new and existing clients through effective communication and exemplary interpersonal skills.
- Risk assets monitoring, ensuring that loan customers are not defaulting.
- Directing and managing a team of over 13 field staff, monitoring work quality and motivated performance to meet strict targets.
- Evaluated collateral and other security to determine credit worthiness.
- Managing customer relations, providing timely and accurate responses to inquiries
- Trained employees by providing performance feedback and coaching in service techniques.
- Conducting market research to identify potential new customers and their needs.
- Maintained customer satisfaction with professional management of complex escalated customer concerns.
- Improved communication flow between staff and leadership by creating memo forms and distribution lists.
- Assisting in the development and implementation of customer service strategies and service improvement initiatives.
- Resolving customer complaints and disputes in a professional manner.
Sales and Relationship Officer
Access Bank Plc
Ketu Branch, Lagos
01.2022 - 04.2023
- Kept diligent records of all clients’ accounts, ensuring that they were up to date and accurate at all times.
- Investigated and resolved customer concerns related to order inquiries and delivery tracking.
- Risk assets generation (lease, personal loan, auto loan, business loan, overdraft, mortgage loan etc.)
- Maximized satisfaction by anticipating needs and consistently offering expert support.
- Met personal and company goals in customer service environment and exceeded assigned budgets in the branch.
- Tracked customer interactions with CRM software to provide extra support and expertise when needed.
- Collaborated with other portfolio managers to develop and implement strategies.
- Used various tools and resources to identify trendy behaviors to improve individual and team performance.
- Evaluated collateral and other security to determine credit worthiness.
- Provided comprehensive mortgage, personal, business and auto loan services to over 1,000 customers in the past years.
- Deposit mobilization (current, savings, corporate and fixed deposits)
Sales and Relationship Management Officer
Access Bank Plc
Akowonjo Branch,Lagos
08.2020 - 12.2021
- Answered customer questions about policies and procedures with friendly and knowledgeable approach.
- Acquired 600% more referrals over by developing relationships with customers, both deposit and risk assets customers.
- Identified key clients and established trusting relationship with them.
- Maximized satisfaction by anticipating needs and consistently offering expert support.
- Managed and tracked marketing budgets to ensure maximum ROI.
- Updated records with details of customer interactions and transactions.
- Documented all call information according to standard operating policies and procedures.
- Collaborated with colleagues and co-workers to deliver quality customer experience.
- Anticipated needs and resolved problems to keep customers happy.
- Created and implemented social media campaigns to engage customers and drive sales.
Sales and Customer Service Representative
Access Bank Plc
Opebi Ikeja, Lagos
06.2018 - 07.2020
- Collaborated with colleagues and co-workers to deliver quality customer experience.
- Provided accurate and timely information to customers regarding product availability, pricing, and promotions.
- Cross selling of all bank’s products to walk-in and existing customers
- Offered advice and guidance on product selection to customers.
- Built trusting relationship with customers to better understand needs.
- Handled customer inquiries, payments, and service requests.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Informed customers of promotions and special offers to increase sales.
- Delivered fast and friendly service to handle questions and service complaints.
- Enhanced customer satisfaction with fast, knowledgeable service.
- Preparation of KYC (know your customer) for account opening.
Direct Sales Executive
Diamond Bank Plc
Gbagada Branch, Lagos
04.2011 - 05.2018
- Sales of all the bank products and generating weekly report on the branch performance
- Maximized satisfaction by anticipating needs and consistently offering expert support.
- Supported advanced query resolution by diverting customer queries to relevant departments.
- Managed day-to-day activities of 10 sales representatives to ensure performance goals were met.
- Maintained detailed product knowledge and competitive information for better customer service.
- Elevated customer experiences through attentive team support, coaching and problem-solving.
- Supported sales and marketing team by gathering and sharing customer feedback data for evaluation.
- Handling of customer’s complaints/request
Direct Sales Executives
Ecobank Plc
Oke-Arin Branch, Lagos
06.2008 - 07.2010
- Sales of different kinds of E-channels products
- Performed cash handling duties in accordance with the company’s policies and procedures.
- Proven record accuracy in cash handling and balancing of money.
- Ensured that customer’s accounts are updated to reflect their payments.
- Brought in over 2,000 new customers.
- Maintained good relationship with customers.
- Met and exceeded assigned goals established by management.
Education
Bachelor of Science - Banking And Finance
Enugu State University of Science And Technology
Enugu State, Nigeria 05.2002 - 09.2006
High School Diploma -
Modern Ideal College, SSE
Enugu Nigeria 01.1996 - 01.2002
High School Diploma -
Housing Estate Primary School, Enugu
Enugu, Nigeria 02.1989 - 01.1996
Skills
Financial services
Asset Management
Client Relationships
Business Development
Risk management
Sales expertise
Customer retention
Cash Handling
Strategic selling
Relationship building and management
Investment and Wealth Planning
Customer portfolio management
Service support
Excellent oral and written communication
Product knowledge
MS Excel, MS Outlook, MS Power point, MS Word, MS Windows, and MS Office
Ability to work under pressure
Timeline
Relationship Manager, Banking Operations
Fidelity Bank Plc
04.2023 - Current
Sales and Relationship Officer
Access Bank Plc
01.2022 - 04.2023
Sales and Relationship Management Officer
Access Bank Plc
08.2020 - 12.2021
Sales and Customer Service Representative
Access Bank Plc
06.2018 - 07.2020
Direct Sales Executive
Diamond Bank Plc
04.2011 - 05.2018
Direct Sales Executives
Ecobank Plc
06.2008 - 07.2010
Bachelor of Science - Banking And Finance
Enugu State University of Science And Technology
05.2002 - 09.2006
High School Diploma -
Modern Ideal College, SSE
01.1996 - 01.2002
High School Diploma -
Housing Estate Primary School, Enugu
02.1989 - 01.1996