Ebube Arinze

Experience

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  Fidelity Bank PLC

  Mar 2015 - Jun 2016

  Customer Support Intern

  • Developed strong communication and technical skills to assist customers.• Used problem-solving skills, determined problems and understood fundamental parts of the problem in order to resolve customer-service-related inquiries.• Participated in learning opportunities for process improvements, time management, and technology skills.• Verified customers' accounts and provided updates.• Followed given guidelines and procedures actively; liaised with colleagues, clients, and customers to anticipate and solve issues and risks.• Collaborated with other utilities working on developing similar frameworks.• Assisted in advanced tasks as part of training and development. Show less

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  Fidelity Bank PLC

  Nov 2016 - Aug 2021

  Analyzed customer inquiries and feedback received via phone, email, chat, and face-to-face interactions to identify patterns and improve service delivery.• Delivered professional and meaningful customer experiences by applying data-driven approaches to address customer needs.• Provided detailed information and resolutions to customer inquiries, ensuring a seamless and high-quality support experience. • De-escalated customer complaints by employing problem-solving skills, ensuring customer satisfaction and retention. • Identified root causes of customer dissatisfaction and collaborated with relevant teams to enhance processes and prevent recurrence.• Followed internal protocols while triaging urgent or complex customer issues to appropriate departments for swift resolution.• Applied customer retention strategies through proactive communication, reducing churn by persuading customers to continue their banking relationships. • Promoted customer engagement initiatives, including rewards programs and sponsored events, by providing personalized recommendations based on customer profiles.• Ensured full compliance with all organizational policies, standard operating procedures, and customer service best practices. Show less • Detected and troubleshot potential exceptions and anomalies in relation to payments, deductions and reconciliation of expenditure reports to the Finacle® system.• Answered inquiries, provided information and exceptional customer service to customers.• Quickly established credibility with clients creating a friendly rapport with them.• Processed standard teller transactions for clients including but not limited to servicing client accounts, cashing checks, balancing cash tills, and correcting discrepancies.• Balanced automated teller machines till accounts.• Processed 25+ customer transactions per hour with extreme attention to detail.• Responded to customer account inquiries.• Adhered to strict safe deposit box operations and guidelines.• Managed manual payments to assure approval compliance and to prevent overpayments and reporting errors.• Assisted my supervisor with audits and daily balancing of the vault and automated teller machine accounts.• Organized 200+ customer transaction receipts on a daily basis for ease of auditing and filling.• Assumed a leadership role in the absence of the supervisor and maintained the Bank’s normal operations and procedures. Show less

  • Customer Support Analyst

    Nov 2018 - Aug 2021

  • Senior Customer Service Teller

    Nov 2016 - Oct 2018
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  Grainger Canada

  Jun 2022 - Oct 2022

  Customer Experience Representative
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  ATCO Electric

  Oct 2022 - May 2023

  Snr Customer service Rep
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  NorQuest College

  Jan 2024 - now

  Machine Learning Analyst Student