Ezu Ijeoma Obielo

Experience

• 

  Wema Bank Plc

  Jul 2010 - Jan 2011

  Employee Relations

  Employee Relations Officer

• 

  Access Bank Plc

  Sept 2012 - now

  - With a team, increased customer utilization of e-banking channels by 34%- Supervised cross-functional teams to carry out system upgrades and intervene during system downtimes- Reduced fraud complaints by 42% by working with IT to strengthen the security of e-banking channels through multi-factor authentication etc. - Re-assigned teams based on frequent complaint channels to scale down average customer waiting time from 420 seconds to 92 seconds.- Deployed live chat tools to measure customer satisfaction (CSAT) and average response time- Led and supervised the recruitment, training and onboarding of customer agents - Increased self -service utilization by 35% and reduced call transfers to agents by 22.3% by designing interactive voice response menus and call flows- Monitored IVR system performance through data analytics, and made system optimization where necessary - Developed a guide and tactical approach for onboarding customers and managing complaints - Determine manning gaps and requirements in different divisions, groups and location.- Communicate manning needs to recruitment agencies and oversee the process- Streamlined recruitment process by introducing a recruitment management system to manage over 30,000 applicants- Create a talent pool to fill the manning gaps.- Monitor and provide progress report on recruitment agencies performance and review of contract terms. - Undertook due diligence on clients to mitigate risks and reduce incidences of fraud- Grew the banks private banking clientele base by ~27% through winning referral strategies Client Services/Relationship Officer

  • Customer Experience Recovery Officer

    Jan 2023 - now

  • Team Lead, Digital Banking Support and Contact Center Operations

    Jan 2021 - Dec 2022

  • Supervisor, Digital Interactive Channels

    Jan 2019 - Dec 2020

  • Supervisor, Inbound Customer Service

    Jan 2016 - Dec 2018

  • Talent Acquisition Coordinator

    Jan 2015 - Dec 2015

  • Customer Service Officer, Private Banking

    Jan 2014 - Dec 2014

  • Private Banker

    Sept 2012 - Jan 2014