Key Responsibilities• Directing customer success team, to effectively respond to and resolve issues/ requests in a timely manner hence instilling superior customer service attitude.• Ensuring the team effectively communicates, memorize organizations products to cross sell and also adhere to customer service policies and procedures.• Develop effective work relationships with key internal and external customers whilst understanding business conditions, future needs. Hence work closely with cross functional teams to provide seamless support to customers with multiple products.• Responsible for department management, including training, webinars, performance management, goal setting, and career developments of direct reports.• Collaborating with sales and cross functional teams to ensure business development and overall growth of the organization.• Conducting regular team meetings to set, review, and track performance against objectives, provide feedback and drive continuous improvement initiatives.• Taking ownership of my team’s performance on specific KPIs, metrics, processes and customer satisfaction.• Experienced in the usage of chatbot, Salesforce and Microsoft Dynamics 365.Achievements.• Implemented an escalated customer resolution’s procedure which reduced time taken to resolve complaints by 20% and improved overall customer satisfaction.• Achieved 120% upselling targets in 2022 through regular coaching and team management.• Received recognition on several occasion for resolving complex customer complaints and retaining key customer accounts.• Achieved average customer satisfactions scores of 98% from anonymous customer satisfaction surveys.• Created a strategy to expand the sale of additional banking products which resulted in a 12% increase in annual branch revenue.• Ensured healthy relationships with various stakeholders.• Rapidly resolved numerous complaints/issues, beating the turnaround time all the time.

Key Responsibilities.• Answered questions about the company's products or services as well as delivering information about the company's offerings.• Clearly communicated as well as showed empathy, self-control, persuasiveness, and use of positive languages while dealing with customer’s requests and needs.Achievements.• Contributed directly to customer service indicators and other key KPI’s such as customer feedback, mystery shopping, customer satisfaction scores.• Built rapport with prospective customers to gain understanding and information to respond to their specific needs and requirements.• Astutely completed majority of assignments before deadline.• Maintained confidentiality of account information at all times.• Increased team’s customer satisfaction scores from 80% to 95% within a year.

Achievements.• Attended to long hours of inbound and outbound calls as well as achieved the daily phone requirements as determined by the management.• Worked in a fast-paced environment, under pressure with strict deadlines.• Multi-tasked on several computer applications whilst holding a conversation with a customer.• Responded timely to all electronic, written and verbal communications; log information derived from written and verbal communication, maintained detailed and accurate records, as well as maintained a calendar diary to monitor cases.• Maintained department productivity and quality standards.• Engaged, advised and helped management to proactively resolve cases. Also provide feedbacks to management on trends and developments.

Purely an active member of SIFE (Student in Free Enterprise) international, where leadership, teamwork and communication skills were enhanced.Achievements : With my ability to learn quickly, I successfully led a team on an initiative ‘trash the can and cash the trash’ which was driven at ensuring environmental sustainability, waste management and also imbibing the Reduce, Reuse and recycle worldwide initiative.

Overall responsibility. To obtain sufficient and appropriate evidence from a client in order to express an opinion as to whether the financial statements shows a true and fair view or not.Achievements.· Completed audits for various firms such as Blue star, Kresta Laurel, in compliance with the ethical principles, extravagance, fraud, or non-compliance with laws, regulations, and management policies.· Carried out various analytical procedures as well as substantive procedures.· Checked for arithmetic accuracies in the book of prime entry.· Performed various risk assessment procedures · Reviewed control accounts reconciliation.· Participated in inventory counts.· Collection and analyzing of data to detect deficient controls and duplicated efforts. · Inspected account books and accounting systems for efficiency, effectiveness, and use.· Diligently undertook accounting procedures to record transactions.· Review the project schedule with the supervisor and all other staff that would be affected by the project activities, revise the schedule as required.· Prepared detailed account and reports on findings.

Overall responsibility. To conducted in-depth reviews of clients' financial circumstances, current provision and future aims, research information from various sources, including providers of financial products and ensure zero tolerance for inaccuracies, Achievements.· Advised the school authority on good financial policies.· Advised on investments in consultation with the school's brokers or investment managers.· Scrutinized and passing payment of all invoices received in the school for reconciliation.· Kept analyses of costs and other statistical records.· Minimized risk through accountability for all the transactions supporting documents submitted· Ensured quality control through prompt collection of supporting documents for payment of school fees.· Diligently coordinated and oriented students on the new use of the school portal for payment of fees.· Successfully ensured zero tolerance for inaccuracies, and also kept up-to-date accounts with their supporting documents.· Conducted in-depth reviews of clients' financial circumstances, current provision and future aims.· Researched information from various sources, including providers of financial products.