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Ateli Onwordi

@atelionwordi

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Senior contact center leader driving service excellence, operational efficiency, and customer retention.

Nigeria

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What I'm looking for

I seek a leadership role improving contact center performance through data-driven operations, coaching high-performing teams, and enhancing customer experience in a growth-focused, compliant environment.

I am a results-driven Senior Contact Center Leader with over a decade of experience in banking and customer service operations, focused on improving customer satisfaction, operational efficiency, and revenue growth. I have led large-scale multi-channel teams, implemented KPI-driven frameworks, and achieved consistent 90%+ SLA compliance while reducing error rates and staffing costs through data-driven improvements.

I have a proven record of restructuring teams, redesigning workflows, and implementing feedback systems that boosted resolution and retention rates, and I have managed recruitment, training and development for large employee cohorts. My accomplishments include awards for customer experience, significant reductions in error rates, and recoveries of outstanding debts, all while ensuring compliance with industry regulations and service quality standards.

Experience

Work history, roles, and key accomplishments

Current

Team Lead - Contact Center

Current

Access Bank Plc

Apr 2019 - Present (6 years 5 months)

Led contact centre strategy and operations, improving customer satisfaction by 20%, reducing error rates by 30%, and achieving 90%+ SLA adherence through capacity planning and KPI-driven performance frameworks.

Workforce Planning KPI Tracking CRM SLA Performance Management Process Optimization

Inbound Supervisor

Diamond Bank Plc

Nov 2017 - Apr 2019 (1 year 5 months)

Supervised inbound operations maintaining 100% SLA adherence and 95% customer satisfaction, reduced AHT by 15%, and resolved 95% of escalations within 24 hours through workflow improvements and reporting analysis.

Inbound Supervision SLA Escalation Management CRM Quality Assurance Agent Coaching

Inbound Customer Service

Diamond Bank Plc

Apr 2016 - Nov 2017 (1 year 7 months)

Delivered omnichannel inbound support, improving customer satisfaction from 71% to 82% and maintaining 90% service level while documenting 100% of interactions for audit compliance.

Customer Service CRM Omni Channel Support Audit & Compliance Ticketing Systems

Treasury Officer (Operations)

United Mortgage Bank Ltd

Nov 2013 - Jan 2016 (2 years 2 months)

Managed treasury operations and derivatives transactions, reconciling 20,000+ accounts monthly with perfect accuracy and contributing to a 5% YoY increase in investment returns through analysis and compliance with ALM policies.

ALM Derivatives Accounting Reconciliations Regulatory Compliance Financial Analysis Risk Management

Fixed Asset Executive

Standard Chartered Bank Plc

Aug 2012 - Oct 2013 (1 year 2 months)

Processed loan applications and business development activities, contributing to 70% annual growth in loan disbursements, improving sales conversion by 20%, and independently resolving 95% of complex loan issues.

Loan Processing Compliance Customer Relationship Management Process Improvement

Education

Degrees, certifications, and relevant coursework

Delta State University

Bachelor of Science, Banking and Finance

2004 - 2007

Grade: Second Class Upper

Completed a Bachelor of Science in Banking and Finance, graduating with Second Class Upper honors and coursework focused on banking operations and finance.