IJEOMA EZE-EJIKEME
Edgeworthstown
Summary
A dependable leader with keen attention to details and a great team player, bringing years of experience in customer support, operations and supervisory roles. Skilled in creating strategies to achieve goals and stakeholder management.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Assessment Officer
Capita Customer Solution
01.2022 - Current
- Dispute Resolution Section of the RTB
- Review Dispute Resolution Applications to ensure completeness and that they are inline with the recommended tenancy laws and RTB procedures
- Provide information on the Irish tenancy law to landlords and tenants.
- Provide online support for customers on client user portal.
- Collate data for process /service improvement and for IT team to improve user experience on client platform.
- Provide team support to enhance over all team performance.
- Aspiring leader training - A six month training on Coaching, performance management, team management, mentoring on call center metrics measurement and key performance indicators.
Branch Service Manager
Union Bank of Nigeria
01.2014 - 01.2022
- Handled customers' complaints and questions with utmost professionalism to promote positive customer experience and customer satisfaction.
- Delivered quality service with remarkable efficiency by skillfully overseeing daily branch operations.
- Coached and Trained staff in bank products, operations procedures and successful sales strategies.
- Collaborated with other departments to streamline interdepartmental procedures for faster issue resolution.
- Set standards for service levels to ensure positive customer experience and excellent customer service: achieving 9 in net promoter's score for bank branch.
- Accomplished tasks within the required timeframe
- Streamlined workflows and procedures by identifying bottlenecks in existing operation manuals and systems; and implementing appropriate solutions for improvement
- Provided the bank branch budget for the financial year.
Education
MBA - Marketing
University of Lagos
Lagos, NigeriaSkills
- Structured training presentation
- Collaborative team management
- Strategic decision-making
- Staff training and development
- Strategic planning
- Project management
- Budget management
- Coaching and mentoring
- Change management
- Regulatory adherence
- Stakeholder relations
- Efficiency optimization
- Continuous process evaluation
Certification
- PRINCE2 Registered Practitioner 2023
- LEAN SIX SIGMA Green Belt - IASSC
Timeline
Assessment Officer
Capita Customer Solution
01.2022 - Current
Branch Service Manager
Union Bank of Nigeria
01.2014 - 01.2022
MBA - Marketing
University of Lagos
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