Queen Ogbodu

Experience

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  Tenstrings Music Institute

  Jun 2016 - Dec 2016

  Front Desk Officer

  • promptly, professionally, and courteously receives and assesses all incoming telephone calls inquiries and re-directs said to call or message to its appropriate beneficiary.• Organize and manage schedules and calendars for staff, managers, and senior-level officers• Received and processed communication channels, including email, phone, and physical mail• Assisted human resources department with payroll and personnel databases• Confere with the accounting department to help make payments, process incoming invoices, and verify receipts• Ensure functionality of necessary office equipment, and requisition new equipment and supplies as needed• Create reports and memos for managers and senior-level officers as needed• Assist in organizing events, including ordering materials, and requisitioning meeting spaces• Attend meetings and record notes and messages for managers and senior-level officers Show less

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  Self employed

  Jul 2017 - Mar 2018

  CEO
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  UBA Group

  Jun 2018 - now

  • Drafted and reviewed process guidelines applicable to branch banking teams.• Ensure processes are aligned to the extant internal and external guidelines governing the business.• Aimed at reducing costs and improving productivity through removal of duplicate, redundant and unproductive tasks in processes and through automation of manual activities• Participated actively with Product and Business Team in drafting and reviewing and revision of Product and Process Notes.• Integrate synergies and efficiencies by way of customer-centric processes.• Upon identification of control gaps initiate remediation and validation without compromising unduly on customer service.• Ensure productivity and balancing of extra workload effectively during volume spikes to ensure accuracy and timeliness of delivery are not impacted.• Partnered with Business and specialized teams to drive automation initiatives and transformation projects having a direct impact on improving customer experience.• Adherence to the Company's policies and ensuring technology Innovation and Business Product Compliance.• Manage employee’s understanding of company systems policies procedures and standards• Stayed abreast of statutory norms and regulations governing the branch banking business.• Ensure processes are aligned to the extant internal and external guidelines governing the business• Uphold Process Management Framework and ensure deviations are kept to a minimum and with requisite approvals. Show less • Resolved customers’ complaints by identifying problems and taking appropriate corrective action, significantly increasing client retention.• Demonstrated professional etiquette and manners, improving positive feedback and 5-star ratings by 80%.• Promoted to customer service manager one month owing to excellence in delivering the best client service.• Resolved an average of 50 inquiries per day by consistently meeting performance milestones in speed, accuracy, and volume.• Recognized by directors, supervisors, and peers as the best customer service representative.• Reduced customers’ complaints by 30% through escalated grievance resolution procedures.• Streamlined customer service department operations by introducing a series of rigorous training sessions.• Organized the influx of customers, consequently, streamlined workflow issues.• Attained 100% success in all customer service categories, including communication, interpersonal, problem-solving, and friendliness.• Introduced and implemented a new CMS System, decreasing customer information pulling time by 30%.• Revolutionized customer service gauging mechanism, thereby increasing the department's efficiency by 20%. Show less • Ensured effective and timely service delivery to customers at all customer service units.• Provided service support needs for tellers; ensure the teller cubicles are always manned and functional.• Always maintained a customer-friendly disposition.• Ensured prompt TAT in line with service level agreement.• Ensured timely preparation and rendition of reports to internal and external parties as required from time to time.• Acknowledged MICR cheques issued on the system.• Supervised the activities of all tellers.• Prompt and accurate consummation of all transactions within the bank’s approved turnaround time• Administration of Cash and Vault.• Ensured availability and workability of working tools for tellers• Authorized all cash transactions above tellers’ limits• Reviewed teller’s pay-out limit, taking into cognizance the teller’s error rates• Ensured that branch ATMs are always functional and that the ATMs do not run out of cash• Ensured transaction vouchers are called over after the close of business daily• Maintained up-to-date cash tellers’ proofs and vault registers.• Ensured the branch maintains cash holdings within the approved COP limit.• Ensured zero fraud tolerance/error rates. Show less • Communicated with customers to resolve issues or concerns regarding products or accounts, such as opening new accounts or transferring funds between accounts• Processed transactions such as deposits, withdrawals, or loan payments on behalf of customers• Processed wire transfers and other complex transactions• Reviewed account statements and other financial documents to ensure accuracy of entries• Performed cash handling duties, such as processing payments from customers using automated teller machines (ATMs) or hand-held devices• Provided information about bank products and services to potential clients• Processed account transactions such as deposits, withdrawals, or loan payments on behalf of customers• Respond to inquiries about account balances and other general customer service inquiries• Maintained accurate records of account activity and transactions to ensure compliance with industry standards and regulations Show less

  • Head of Processing

    May 2021 - now

  • Customer Service Success Manager

    Feb 2022 - Jul 2023

  • Cash Officer

    Oct 2020 - May 2021

  • Customer Service Representative

    Jun 2018 - Oct 2020
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  Stanbic IBTC

  Jul 2023 - now

  Commercial Banker