Open to opportunities

Ofure Niyi

@ofureniyi

Message

Customer service manager driving operational excellence and client-centric solutions.

Nigeria

Message

What I'm looking for

I am looking for a client-focused role where I can lead teams, improve processes, ensure strong controls, and drive operational excellence and customer retention.

I am a results-driven customer service and operations professional with over 4 years in the financial services industry, focused on team leadership, process improvement, and customer satisfaction. I have a strong record of enhancing branch performance, resolving complex issues, and maintaining regulatory compliance.

In branch and contact center roles I managed teams, supervised daily cash and ledger controls, and ensured seamless onboarding — successfully onboarding 583 individual and corporate customers. I led training initiatives, implemented process controls, and produced timely institutional and regulatory reports.

I bring practical experience in funds transfer processing, dispute resolution, and customer complaint management, complemented by certifications in customer success, digital community engagement, and project management. I seek opportunities where I can improve service delivery, strengthen controls, and drive client retention.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Manager

Current

Unity Bank PLC

Oct 2023 - Present (1 year 11 months)

Oversees branch operations and a team of bankers to ensure timely deposits, withdrawals and collections, improved controls, and zero regulatory infractions while maintaining customer confidentiality and operational reporting.

Team Leadership Cash Management Process Improvement Regulatory Compliance Reporting

Customer Service Specialist

Unity Bank PLC

May 2022 - Oct 2023 (1 year 5 months)

Managed onboarding and account documentation, successfully onboarded 583 customers, resolved account issues within SLAs, and enforced compliance through proper escalation and CCMS tracking.

Customer Onboarding SLA Documentation Review Client Relations Escalation Management

Funds Transfer Officer

Unity Bank PLC

Jul 2023 - Aug 2023 (1 month)

Processed domestic and international fund transfers and securities settlement, performed transaction reviews to mitigate risks, resolved transfer discrepancies, and produced daily callover reports for internal control.

Fund Transfers Risk Mitigation Manager'S Cheque Issuance Callover Reporting

Contact Center Supervisor

Unity Bank PLC

Feb 2020 - May 2022 (2 years 3 months)

Managed a team of 32 customer care agents to improve service delivery, reduced complaint recurrence via monthly analysis, coordinated reactivation/outbound campaigns, and tracked contact center KPIs like abandonment and wait times.

Performance Monitoring KPI Tracking Customer Retention Cross Selling