Remote customer service role, leading teams & driving process improvements. Seeking flexible schedule, growth opportunities & collaborative environment. Passionate about customer satisfaction & employee well-being.
IMLooking for a job
Idara Mandy
@idaramandy
Customer Service Expert | Banking Professional | Team Leader | Process Improvement Specialist.
NigeriaWhat I'm looking for
Results-driven customer service professional with 5+ years of experience in banking, leading teams, and driving process improvements. Proven track record of delivering exceptional customer satisfaction, reducing complaints, and increasing efficiency. Skilled in:
- Customer service and support
- Team leadership and management
- Process improvement and operations management
- ATM reconciliation and funds transfer
- Customer relationship building and retention
Achievements:
- Improved customer satisfaction ratings by 30%
- Reduced customer complaints by 20%
- Increased team efficiency by 25%
- Successfully led teams of up to 10 representatives
- Consistently exceeded performance targets and quality metrics
I'm a dedicated and passionate professional seeking a remote opportunity to leverage my skills and experience to drive customer success and business growth.
Experience
Work history, roles, and key accomplishments
FBCurrent
Customer Service Unit Head
Fidelity Bank
Jul 2023 - Present (1 year 10 months)
Customer Service Unit Head, leading a team of representatives to deliver exceptional support. Achievements:
- Boosted customer satisfaction ratings by 30% through effective team coaching and process improvements
- Increased first-call resolution rate by 25% through training and quality initiatives
- Reduced customer complaints by 20% through proactive issue resolution and personalized support.
FBFunds Transfer Officer
Fidelity Bank
Jun 2021 - Jul 2023 (2 years 1 month)
Funds Transfer Officer, facilitating domestic and international transfers. Achievements:
- Processed 500+ transfers daily with 100% accuracy
- Reduced transfer processing time by 40% through efficient workflow management
- Identified and prevented potential fraud cases, ensuring 0% loss
- Consistently met deadlines, with a 99.5% on-time transfer rate.
FBAtm Reconciliation officer
Fidelity Bank
Mar 2020 - Apr 2021 (1 year 1 month)
ATM Reconciliation Officer, ensuring accuracy and integrity of ATM transactions. Achievements:
- Achieved 99.9% reconciliation accuracy rate
- Reduced discrepancies by 30% through proactive analysis and resolution
- Improved processing efficiency by 25% through streamlined procedures
- Maintained compliant records and reports, with zero errors
FBCustomer Service Representative
Fidelity Bank
Jan 2018 - Feb 2020 (2 years 1 month)
Customer Service Representative in a bank, delivering exceptional support to clients via phone, email, and in-person. Achievements:
- Resolved 95% of customer complaints within 24 hours
- Boosted customer satisfaction ratings by 25% through proactive issue resolution
- Increased sales referrals by 15% through effective needs assessment and product recommendations.
Education
Degrees, certifications, and relevant coursework
Idara hasn't added their education
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Software and tools used professionally
Availability
Looking for a job
Location
NigeriaAuthorized to work in
Salary expectations
30k-120k USD
Job categories
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