NICOLE UZOMA EKWUNIFE
LAGOS
Summary
Dynamic leader with a proven track record at Sterling Bank and Hygeia HMO, successfully enhancing customer retention by over 20% through the implementation of innovative digital banking solutions and effective stakeholder management. Skilled in negotiation and problem-solving, consistently transforming customer service by paying meticulous attention to detail and strategically implementing changes.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Lead, Virtual Relationship Managers
Sterling Bank
01.2023 - Current
- Lead a team of over 14 persons, charged with the task of reactivating and maintaining all Dormant/Inactive accounts in the bank
- Accurate resolution Manager, Promoting all digital Banking Services for a superior customer experience
- Profiling of customers to aid right cross-servicing of Bank Products
- Identify and engaging clients to be on-boarded on other platforms- payment & Lending, health insurance, Pay-roll solutions
- Monitor and review content and interactions of team members and ensure all complaints/request are resolved within given SLA
- Monitor and review accounts to e-stop inactivity
- Managing clients’ portfolios and growing same with over 20% increase in first year
- Grow the retention rate by 20% annually
- Developed organizational skills through managing multiple tasks simultaneously while adhering to strict deadlines.
- Collected, arranged, and input information into database system.
- Analyzed problems and worked with teams to develop solutions.
- Sorted and organized files, spreadsheets, and reports.
Human Capital(Change Management) Job shadow
Sterling Bank
09.2024 - 09.2024
- Working with the change management team in establishing processes that are new to the bank and ensuring these processes are well implemented bankwide
Head, Retail Retention and Clients Management
Hygeia HMO
01.2020 - 12.2022
- Managing pan-Nigeria accounts and clientele relationships, tech support, and sales/business enhancement strategy for increased revenue
- Develop new strategies for customer retention activities
- Overseeing the business process policies, and process implementation while Owning service level agreement SLA, KPI, obligations, and resolution
- Contracts management and engagement with key client conciliation, transaction negotiation, contract/tender management brand management
- Increasing revenue generation through reactivation of dormant accounts and recovery on outstanding and issuance of invoices for overdue
- Development and implementation of an effective marketing strategy to increase market share, as well as generate profitable business opportunities
- Oversee client engagement and retention policies and ensure adherence
Lead, Client Relationship, and Retention Support
Hygeia HMO
02.2018 - 01.2020
- Coordinating as assistant supervisor service Centre on all customer experience and engagement correspondences
- Client engagement and communication (via routine email and phone calls)
- Responding to all customers’ complaints, inquiries, and requests in time and within SLA
- Creating different ways to reach out to customers thereby building trust and loyalty
- Organizing refresher training on all customer service processes, products, and techniques for Call Centre agents
- Creating a proactive support system to ensure customer retainership (Loyalty)
- Respond to customer queries and address service complaints in a timely manner
Customer Service Executive
Diamond Bank
09.2014 - 02.2018
- Managing all customer-first point of contact staff to ensure prompt CRM and effective resolution to daily customer/ staff inquiries, requests, and complaints in line with the Bank’s policy standard operating procedures
- Coordinating interactive operations via telephone calls, email, and social media/live chat ensuring proper upselling and cross-selling
- Converted most inquiries to solutions in the shortest possible time, about 75% of all inquiries
- Provide adequate escalation channels follow-up on complex complaints/requests which are within or beyond the approved turnaround time for handling customer issues
- Reporting and analytics, provide periodic reports to show statistical data of customers’ interactions with the organization as well as Ad-Hoc duties/reports as assigned by the head of the department
Education
Master’s - Business Administration
Nexford University
05.2024
Diploma - Retail Retention and CRM Management
Alison ‘certifications.com
01.2019
Neuro-Linguistics Programming - Customer Call Centre Management
01.2015
BSc. (Hons.) - Parasitology And Entomology
Nnamdi Azikiwe University
Awka, Anambra State01.2011
WAEC - West African Senior School Certificate
Awori College
Ojo, Lagos01.2001
Skills
- Attention to detail
- Presentation skills
- Problem solving skills
- Effective Communications
- Negotiation skills
- Stakeholder Management
- Vendor Management
- Digital banking
- Design thinking
- Ideation
- Monitoring pre and post change activities
Certification
- Certificate of Training - Lean Six Sigma (Green belt)
- Annual Ethics and Compliance Certificate (CIBN)
- Business Analyst Masterclass Training (Business Analysis school)
- Certificate of Retail Retention and CRM Management (Alison)
- Diploma in Change Management (Alison)
- The Chartered Institute of Customer Relationship Management CICRM, Nigeria (in view)
- Certified Health, Safety & Environmental Management (Competency Level II) HSE
- Certificate of Membership – The Nigerian Red Cross Society.
- Certificate of Participation, Basic CPR and First Aid - EMA
- Design thinking and Ideation
Accomplishments
- Increased our customer retention rate from 13% in the 1st quarter to 86% in the 3rd quarter 2021.
- Grew our retention books by 10% yearly, 2020 - 2023.
- Reduced the Dormancy and Inactive rate at the bank by over 52%. 2023-2024.
References
Available upon request
Hobbies and Interests
- Music
- Meeting people
- Travelling
Timeline
Human Capital(Change Management) Job shadow
Sterling Bank
09.2024 - 09.2024
Lead, Virtual Relationship Managers
Sterling Bank
01.2023 - Current
Head, Retail Retention and Clients Management
Hygeia HMO
01.2020 - 12.2022
Lead, Client Relationship, and Retention Support
Hygeia HMO
02.2018 - 01.2020
Customer Service Executive
Diamond Bank
09.2014 - 02.2018
Diploma - Retail Retention and CRM Management
Alison ‘certifications.com
Neuro-Linguistics Programming - Customer Call Centre Management
BSc. (Hons.) - Parasitology And Entomology
Nnamdi Azikiwe University
WAEC - West African Senior School Certificate
Awori College
Master’s - Business Administration
Nexford University
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