Hope Okeleke, Cxac (Cert), Prince2 Email & Phone Number

Kingston Upon Hull, GB

Hull, England, United Kingdom

Act as a liaison between frontline teams, stakeholders, and external partners to ensure clear and effective communication.Assist in the configuration, setup, and testing of new landline systems.Provide support for diagnosing and resolving technical issues during the switchover from copper system to VoIPManage the inventory, and distribution of the required.

Hull, England, United Kingdom

• Work closely with the Programme Manager to determine project roadmaps using data and progress reporting to call out any risks to timelines
• Operate across business functions to engage stakeholders, teams and colleagues to ensure effective collaboration and engagement throughout the project lifecycle, being aligned with the key teams across the business.
• Facilitate workshops and forums with cross-functional representation to capture requirements and clarify processes (current and target state) between business and dev/ product teams
• Create end to end process maps and user flows to help define/articulate customer journey and operational processes, identifying opportunities to streamline/lean/build right first time
• Work closely with technical/product teams to mitigate any process delivery risk

Lagos, Nigeria

Collaborated with team members and product owner to come up with a rating tool for analyzing financial data of customers in order to determine the creditworthiness of an individual or business, as well as determining whether credit should be extended to that individual or business.

• Led a team of 23 Customer Service Officers who carry out maintenances on accounts while I reported directly to a Senior Management Personnel.
• Achieved TAT of six hours for processing all Customers Information Updates across the products offering by the Bank.
• Resolved Customers’ complaints on account maintenances by proactively determining the root causes
• Supervised reactivation of dormant customers’ accounts which reduced dormancy rate by 5% bank wide
• Processed removal of restrictions on customer’s account in line with Bank’s Policy.
• Custodian of CPC’s automation processing module for Bulk processing of PND on cus-tomers’ accounts.

Reviewed documentation for new customer accountsEvaluated high-risk accounts and analyses new customer processes and policies.Observed market trends and customer behaviour patterns throughout the organization and suggested ways to increase the bank's market share by studying market trends and observing customer behaviour patterns.Provided risk and.

• Project 1: Seamless Account Opening - An Operational software for account opening, automating account opening directly from SharePoint to flex cube
• Developed and documented Business Requirements and Specifications based on stakeholders’ needs and Best Practices.
• Developed and executed user acceptance testing (UAT) test cases
• Conducted walkthrough sessions with Subject Matter Experts and various Business Stakeholders to validate all project and business requirements
• Supported day-to-day operational support for end users – customer service reps, compliance officers and senior management in the use of SharePoint for account opening.
• Updated various business processes based on changes implemented in the project

Master'S Degree, Labor And Industrial Relations, 4.24/5.0 Cgpa

Bachelor Of Arts - Ba, International Studies And Diplomacy

Professional Certificate In Cx, Distinction