Sawa Shadrach Mba, Pmp, Acicrm, Ccsp Email & Phone Number

Lagos, Nigeria

• Use data to identify areas of opportunity for improved Customer Experience. • Use data insights to review and understand customer pain points and opportunities for improvement across transactional channels, process, systems and people. • Provide Customer Experience expertise to support teams to deliver better customer outcomes.• Track and troubleshoot customer issues as they arise to support the reduction of escalated complaints.• Collaborate with a range of stakeholders in identifying opportunities, solving problems, and seeking to deliver improved outcomes. • Communicate clear information to teams regarding active requests, including any outstanding follow up action required or specific direction on resolving active complaints.• Leverage survey, analytical and reporting data to enhance decision-making and customer experience improvement recommendations• Support the goal of the Customer Experience Strategy of the bank to improve services to ensure more positive Customer Experience.

Lagos, Nigeria

• Reviewed and enhanced business processes by removing bottlenecks thereby reducing TAT by 32%.• Organized and conducted stakeholder engagement sessions to understand AS-IS business processes as well as understand and document requirements.• Designed AS-IS and TO-BE process flows for various departments using Microsoft Visio as well as documented Standard Operating Procedures in line with business needs and regulatory changes.• Conducted review of various business processes, identified existing gaps in such processes and proffered solutions required for process improvement.

Lagos, Nigeria

Zaria, Nigeria

Calabar, Nigeria

• Prepare correspondence/documentation; keep staff and student records of the faculty of Dentistry • Address complaints and enquiries by staff and students via telephone or e-mail• Register both new and returning students of the faculty• Perform word processing, data entry and spread sheet work using Microsoft Office applications.• Ensure knowledge of staff movement in and out of the organization• Maintain the appointment diary either manually or electronically• Prepare file storage list to enable easy access to documents • Collaborate with Dean’s secretary to carry out front desk procedures• Supervise cleaners to ensure neat and clean front office area• Operate and maintain different kinds of office equipment • Maintain scheduling and event calendarsKEY ACCOMPLISHMENTS• Designed and implemented a comprehensive database for all students of the Faculty using Microsoft Access which significantly reduced the rate of missing documents in the General Office• Received Dean’s award for exceptional service at the end of service year• Ensured the consistent adherence of proper protocol and procedures according to the standards of practice of the institution• Designed and managed the faculty student/staff database as information is verified, edited and modified with professional ethic standards• Developed ability to successfully work in a team • Consistently commended by senior management for maintaining accuracy, efficiency, management and resourcefulness• Exceeded all Key Performance Indicators [KPIs] surpassing all designated targets

Master Of Business Administration - Mba, Finance And Investment, Distinction

Graduated top 5% in class of 2021. Took keen interest in data analysis and public speaking.

Post Graduate Diploma, Customer Relationship Management, Distinction

B. Sc Business Administration, Management, Graduated Top 5% (4.30/5.00)