Emem Akpan Email & Phone Number

Nigeria

Nigeria

I lead a diverse team of customer service associates to consistently achieve service excellence across AXA Mansard's physical touchpoints nationwide, fostering a culture of exceptional service delivery. Leveraging Lean Six Sigma methodologies, I seamlessly integrated Microsoft Power Platform automation, driving a 50% surge in team productivity and operational efficiency.My belief in the vital connection between customer success and elevated employee experiences spurred the creation of a Customer Service Learning Management System. I developed training modules aimed at elevating the technical finesse and interpersonal skills of our customer support staff, aligning them with the strategic vision of service excellence. This approach consistently translates into surpassing target CX scores year after year.Through effective stakeholder management, cross-functional collaboration and strategic communication, I drove organization-wide operations re-engineering with the development of a total quality management framework.

Nigeria

I worked within the retail banking services group to improve customer experience of the brand at the branch level. I guided diverse teams comprising financial and non-financial services officers through consistent coaching and supervision to achieve zero-fines as a result of regulatory or compliance breaches. Within the branch I championed environmental and business sustainability through a "No-Waste" and Recycling initiative where I undertook the responsibility of overseeing enterprise resources and rigorously tracking operational costs. This initiative resulted in a remarkable 30% cost reduction while maintaining a keen emphasis on operational efficiency, sustainability and profitability.

Port Harcourt

Within my role, I meticulously reconciled the various bank account statements with the accounting records maintained by the organization. These efforts significantly contributed to the organization's fiscal accuracy and heightened accountability, ensuring financial integrity across operations.Furthermore, I demonstrated proficient budget and cash flow management by adept management of imprest and account payables which led to a 30% decrease in both labor and material costs. As part of my responsibility, I meticulously prepared and presented comprehensive financial reports on a weekly and monthly basis to the administrators. These reports served as a vital source of actionable insights, enabling well-informed decision-making.

B.Eng, Computer Engineering

Activities and Societies: PRO Hospitality Service Unit,Project One Million Souls.

Master Of Business Administration - Mba, Hr