Open to opportunities

IFUNANYA OFOKANSI

@ifunanyaofokansi

Message

Complaints and Resolution Officer delivering exceptional financial customer service through precise problem-solving.

Nigeria

Message

What I'm looking for

I’m looking for a dynamic corporate environment where I can advocate for customers, resolve complaints quickly and accurately, ensure regulatory compliance, and contribute to continuous improvement, customer satisfaction, and organizational goals while growing professionally.

I’m a Complaints and Resolution Officer with a strong background in the financial industry, focused on delivering exceptional customer service and maintaining high standards. I’m passionate about advocating for customers while resolving inquiries and emerging issues with precision and effectiveness.

In my current role at Sterling Bank Plc, I’m the initial point of contact for customers seeking help, promptly addressing complaints and ensuring timely, satisfactory outcomes. I investigate and analyze complaints to identify root causes, collaborate with cross-functional teams on complex issues, and mediate conflicts using strong negotiation skills.

I also document complaint details and resolutions in compliance with regulatory requirements, generating reports and analyses to track complaint trends and support proactive issue prevention. I stay updated on relevant banking laws and guidelines, and I recommend improvements to bank policies and procedures based on customer feedback and complaint data.

Previously, I worked as a Customer Experience Expert at UBA Plc and a Customer Care Representative at Razor Touch Barbershop, strengthening my customer engagement, onboarding support, and service recovery skills. Earlier, as a Marketing Executive at Nigerian Breweries, I developed marketing strategies and conducted market research—experiences that sharpen how I understand customer needs and contribute to business goals.

Experience

Work history, roles, and key accomplishments

Current

Complaints and Resolution Officer

Current

Sterling Bank Plc

Dec 2022 - Present (3 years 7 months)

Serves as the initial point of contact for customers, promptly addressing and resolving complaints to ensure timely, high-quality outcomes. Investigates complaint root causes, coordinates with cross-functional teams, and documents resolutions in line with banking regulations.

Customer Service Complaint Resolution Root Cause Analysis Cross Functional Collaboration Customer Advocacy Regulatory Compliance Conflict Resolution Negotiation Customer Satisfaction

Customer Experience Expert

Uba Plc

Nov 2021 - Nov 2022 (1 year)

Handled customer inquiries as a first point of contact, resolving issues and providing information on UBA products and services. Supported onboarding, guided customers on digital banking platforms, and ensured compliance with bank policies and industry regulations.

Customer Support Problem Solving Product Knowledge Customer Onboarding Digital Banking Mobile Apps Cross Selling Customer Feedback & Compliance

Customer Care Representative

Razor Touch Barbershop

Jan 2019 - Nov 2021 (2 years 10 months)

Provided customer service to VIP clients, managing appointments and addressing inquiries, feedback, and issues with professionalism. Maintained client records and inventory using salon software and handled payment processing with discretion.

Customer Service Appointment Scheduling VIP Client Management Feedback Professional Discretion Client Records Appointment Histories Inventory Management Payment Processing Customer Loyalty Staff Coordination

Marketing Executive

Nigerian Breweries

Oct 2017 - Oct 2018 (1 year)

Developed marketing strategies to improve brand visibility and market share, including planning and executing product launches. Conducted market research, led branding and positioning, and created marketing campaigns in collaboration with cross-functional teams.

Marketing Strategy Market Share Growth Market Research Brand and Product Positioning Marketing Campaigns Cross functional Coordination