Open to opportunities

sandra onoko

@sandraonoko

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Dynamic banking professional with expertise in operations and customer service.

Nigeria

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What I'm looking for

I am looking for a role that fosters growth, encourages innovation, and values customer-centric strategies.

As an accomplished banking professional with extensive experience in operations and customer service, I have consistently driven performance improvements and operational efficiencies. Currently, I serve as the Assistant Head of Operations at Access Bank PLC, where I co-manage a team that achieved a remarkable branch audit score of 94% and a customer satisfaction rating of 96.48% for the 2023 financial year. My strategic initiatives have led to a 7% increase in digital channel performance and a significant reduction in transaction processing time by 65%.

Previously, I held various roles at Fidelity Bank Plc, where I was recognized as one of the top 40 bank trainees nationwide. My efforts in enhancing ATM uptime and improving data accuracy have contributed to the bank's operational success. I am also passionate about mentoring and have successfully guided interns and associates, reducing project delivery times significantly. My commitment to excellence and customer satisfaction drives my professional journey, and I am eager to leverage my skills in a challenging new role.

Experience

Work history, roles, and key accomplishments

Current

Assistant Head of Operations

Current

Access Bank PLC

Feb 2023 - Present (2 years 4 months)

Co-managed a team of 9, achieving a 94% branch audit score and an excellent CSAT rating of 96.48%. Conceived and implemented strategies to migrate customers to digital channels, resulting in a 7% increase in branch channels performance and a 70% boost in branch income.

Team Management Customer Satisfaction Digital Transformation Process Improvement Fraud Prevention Cash Management

Head, Customer Service Unit/Cash Officer

Fidelity Bank Plc

Nov 2019 - Present (5 years 7 months)

Improved bank branch ATM uptime from 90% to 96% and reconciled dispense error credits in the ATM ledger by 80%. Led a project to clean up errors in customer documentation, increasing data accuracy, and collaborated with IT to enhance data security, reducing potential data breaches by 30%.

Customer Service ATM Management Data Security Collaboration Mentoring Systems Thinking Project Delivery

Research/Data Assistant

Discovery Cycle Professionals

Jul 2016 - Present (8 years 11 months)

Drove the collection, evaluation, and recording of information, ensuring the company’s universal access to digital data. Successfully contributed to a training program for members of the Association of Local Government of Nigeria, enhancing their skills and knowledge in governance and administration.

Data Collection Governance Administration