Adaeze Atanmo Email & Phone Number

Frisco, Texas

• Partner with Relationship Managers to ensure clients’ expectations and requirements are met per the agreed upon services contract.• Created standard operating procedure for new client on-boarding.• Establish and oversee all aspects of service delivery and operations for assigned clients.• Develop and maintain relationships with clients worth $30 billion+ in total assets by servicing as their single point of contact for client satisfaction, escalations, operational communication… Show more • Partner with Relationship Managers to ensure clients’ expectations and requirements are met per the agreed upon services contract.• Created standard operating procedure for new client on-boarding.• Establish and oversee all aspects of service delivery and operations for assigned clients.• Develop and maintain relationships with clients worth $30 billion+ in total assets by servicing as their single point of contact for client satisfaction, escalations, operational communication, client reporting, planning, execution and documentation of adds, moves & changes.• Collaborate monthly with the product and project management teams to help create/develop managed services by coming up with strategies and procedures to ensure the continued evolution of the managed services department.• Responsible for branding implementations and expansion projects by partnering with internal teams to outline project plans.• Develop action plans and strategies with internal teams to ensure SLAs (service level agreements) are met monthly.• Conduct ongoing reviews of each clients’ portfolio to identify any performance issues and work with the appropriate internal teams to address, identity root cause and remedy those issues.• Develop and maintain positive relationships with internal teams such as Analytics, Information Security, Logistics, Marketing, Armored and Tech Support.• Train, develop and mentor new service account managers on job performance and expectations• Recognized by the sales team for making my customers feel like they are my only customer which is a core value of Cardtronics, Inc. Show less

Canton, Ohio Area

• Led and oversaw services delivered for clients which included but not limited to any deployment and managed service activities including help desk support, central services-networks and infrastructure and field services.• Managed and accounted for 350+ clients with a total service contract base of $35,000,000+.• Developed, nurtured and maintained direct relationships with hundreds of customers and their vendors by servicing as their single point of contact on all service, contract… Show more • Led and oversaw services delivered for clients which included but not limited to any deployment and managed service activities including help desk support, central services-networks and infrastructure and field services.• Managed and accounted for 350+ clients with a total service contract base of $35,000,000+.• Developed, nurtured and maintained direct relationships with hundreds of customers and their vendors by servicing as their single point of contact on all service, contract renewals and escalations ensuring continued growth and targeted profitability.• Used strong negotiation and customer service skills to retain and grow service base by 8-17% annually, and received recognition for negotiating and retaining an account with a $135,000 base.• Created, presented and negotiated service contract agreements with existing and potential customers.• Conducted service delivery performance reviews with clients; evaluated and articulated customer service performance levels related to contractual terms, identified internal and external opportunities to optimize service and exceed customer expectations.• Collaborated with internal cross-functional teams on various levels across sales, systems, service, and support on strategic planning and management issues directly relating to assigned service business and new service opportunities.• Conducted monthly/weekly service calls with sales, systems, service and support associates at various levels to ensure service level agreements (SLAs) were being met or exceeded by developing account strategies and action plans.• Identified opportunities for improved service delivery, productivity, additional revenue recovery and customer satisfaction which resulted in managing/coordinating 3-5 billed work projects monthly and creating additional revenue of over $100,000 annually.• Recognized by management for stepping in to develop, coach and mentor new hires. Show less

Canton, Ohio Area

• Assisted service technicians with classifying various billed work (time & material) leads and resourcing service parts needed for equipment repair/upkeep. • Researched billed work leads and created proposals for customer presentations to sales teams.• Coordinated and collaborated with service technicians, service managers at various levels and independent contractors on various billed work projects resulting in customer satisfaction as projects were successfully completed on time and… Show more • Assisted service technicians with classifying various billed work (time & material) leads and resourcing service parts needed for equipment repair/upkeep. • Researched billed work leads and created proposals for customer presentations to sales teams.• Coordinated and collaborated with service technicians, service managers at various levels and independent contractors on various billed work projects resulting in customer satisfaction as projects were successfully completed on time and on budget.• Used internal systems to assign technicians to special projects. • Helped to discover and create systematic method to track and monitor projects progress to ensure successful and timely completion resulting in customer referrals, satisfaction and additional revenue growth.• Was promoted after 6 months to the role of Service Delivery Manager due to superb research, organizational and customer service skills. Show less

Stow, Oh

• Supervised a staff of five Customer Service Representatives and Tellers delivering associate training, mentoring, coaching and development; provided close follow up on key performance metrics.• Co-designed, developed and implemented a program for loan productivity for the branch that increased the loan volume by 20%.• Invited to join the banks’ internal audit team.• Responsible for ensuring that all team members were in compliance with federal regulations and bank policies with a… Show more • Supervised a staff of five Customer Service Representatives and Tellers delivering associate training, mentoring, coaching and development; provided close follow up on key performance metrics.• Co-designed, developed and implemented a program for loan productivity for the branch that increased the loan volume by 20%.• Invited to join the banks’ internal audit team.• Responsible for ensuring that all team members were in compliance with federal regulations and bank policies with a 100% success rate.• Acquired a minimum of 4 new accounts monthly, actively interacted with customers for retention and ensured existing accounts were maintained according to bank policy and in compliance with regulations.• Established and ensured quality customer service levels were maintained.• Facilitated weekly branch vault, teller and branch audits as well as conducted surprise internal audits on Dollar Bank branches to verify their compliance with federal regulations and bank policy.• Established service efficiencies within the branch by scheduling effectively and carefully examining work flow to determine effective deployment of staff and resources to provide maximum customer service.• Received recognition for creating and developing compliance improvement methods that resulted in zero audit findings.• Received prestigious awards for superior customer service in the division. Show less

Akron, Oh

• Reviewed, verified new and add-on customer transactions for credit approval.• Developed and nurtured critical relationships needed with sales personnel and internal teams to ensure and guarantee profits.• Educated store sales associations on credit denials which resulted in the development of conflict resolution skills.• Utilized system tools and resources to make accurate and profitable lending decisions.• Thirteen years of successfully meeting mandatory department objectives… Show more • Reviewed, verified new and add-on customer transactions for credit approval.• Developed and nurtured critical relationships needed with sales personnel and internal teams to ensure and guarantee profits.• Educated store sales associations on credit denials which resulted in the development of conflict resolution skills.• Utilized system tools and resources to make accurate and profitable lending decisions.• Thirteen years of successfully meeting mandatory department objectives including response time, call answer rate and quality service levels.• Evaluated field personnel concerns regarding sales and resolve application or account issues in order to help make a sale on a credit account.• Helped create efficient method of verifying customer information while making accurate lending decisions which resulted in better fraud detection and prevention. Show less

Bachelor Of Arts - Ba, Organizational Communication, General

The University of Akron is the region’s most influential public research university, contributing to the resurgence of the local economy.

Minor, International Business

The College of Business at the University of Akron in ranked in the top 6 percent of all undergraduate programs by BusinessWeek Magazine..