Collins Okpalaugo

Experience

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  Federal Neuro-Psychiatric Hospital,

  Feb 2003 - Feb 2004

  Assistant Psychologist

  • Offered psychological assessment of patients, and provided counseling to patients and their relatives for rehabilitation and recovery process. • Organized weekly presentation on new psychiatric challenges and inventions to members of the therapeutic team.

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  Malzeco Enterprises Limited, Lagos

  Feb 2004 - May 2006

  Executive Sales Representative

  1. Introduced the use of POS machines which reduced loss of funds through staff mishandling, and drastically reduced the amount of cash for evacuation to banks.2. Maintained and exceeded retailers’ expectations by providing incentives to boost company-customer relationship.

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  Union Bank of Nigeria

  May 2006 - May 2019

  • Conducted stakeholder engagement sessions to identify business solutions and collaborated closely with the Quality Assurance unit.• Prepared a comprehensive Business Requirement Document (BRD) that meticulously captured the bank's objectives in enhancing customer services through simplified and innovative solutions.• Developed and executed test scripts and cases, facilitating User Acceptance Testing (UAT) in coordination with stakeholders.• Reviewed and analyzed user feedback, providing valuable insights to the development team for enhancements and refinements.• Spearheaded a successful data migration initiative, seamlessly transitioning data from legacy systems to the latest technology stack.• Managed the deployment of USSD and Application modules for the bank's cutting-edge mobile and agency banking applications in the production environment. Show less • Led the formulation and drafting of comprehensive Business Requirement Documents (BRDs) in collaboration with key stakeholders. • Developed meticulous test scripts and test cases, meticulously ensuring their completeness and accuracy. Collaborated closely with ACCENTURE, an independent audit team, to conduct User Acceptance Tests (UATs). • Formulated a comprehensive data migration strategy to oversee the seamless transition from legacy systems and applications to the state-of-the-art Core-Banking solution (FCUBS – Flexcube Universal Banking System). • Orchestrated and facilitated Train-the-Trainer workshops, designed to empower bank-branch administrators, Control and Audit teams, Customer Service representatives, and Contact Center units. • Acted as a liaison between various departments and stakeholders, fostering collaboration and ensuring alignment of goals and objectives. Collaborated closely with ACCENTURE and other teams to deliver seamless project execution and achieve successful project outcomes. • Maintained meticulous records of project documentation, ensuring accurate and up-to-date records of all project-related activities. Show less • Actively engaged with branch customers, providing expert advice on the utilization of mobile and online banking applications to enhance overall customer satisfaction.• Demonstrated exceptional communication skills by efficiently handling customer inquiries, both via phone calls and email, ensuring prompt and satisfactory resolutions.• Reviewed and assessed customers' needs, consistently delivering effective solutions within established parameters and always in the best interest of the bank.• Spearheaded customer retention campaigns, contributing to improved customer loyalty and satisfaction.• Conducted proactive outreach to existing clients via telephone, ensuring their ongoing satisfaction with the bank's services, and effectively networked within the community to identify potential new customers.• Organized and led special monthly workshops for branch customers, aimed at enhancing customer satisfaction and retention rates. These efforts resulted in the bank-branch receiving recognition as the Best Performing Branch for Improved Customer Relationship Show less • Played a key role as a team member in the Virtual Banking Unit, responsible for enhancing the performance and usability of Online Banking, Mobile Banking, Transaction Alerts, and eStatement services.• Demonstrated proficiency in creating and managing access for business admin users across all virtual banking products, ensuring smooth and secure operations.• Managed and efficiently processed customer online transaction requests via Online Banking and Mobile Banking platforms, ensuring a seamless and secure user experience.• Collaborated closely with the bank's reconciliation team, contributing to the successful investigation and reconciliation of over 90% of customer-disputed transactions across various virtual banking platforms. • Spearheaded collaborative efforts with the Corporate Affairs and Transformation units to design visually appealing virtual banking product banners. These banners effectively drove sales in branches and led to increased nationwide usage.• Forged strong relationships with the IT Dept, facilitating the acquisition of state-of-the-art equipment. This strategic partnership resulted in improved service availability and a substantial reduction in downtimes, ensuring a reliable and efficient virtual banking experience.• Successfully orchestrated initiatives to boost the adoption and activation of online and mobile banking products across branches nationwide.• Extensively supported bank branches and a diverse customer base, encompassing individual and corporate clients, in the on-site configuration of virtual products, streamlining the setup process and enhancing user engagement.• Innovatively implemented a self-enrollment process for UnionMobile registration and activation, delivering a user-friendly and efficient onboarding experience. Show less • Spearheaded the administration, management, and support of Front End Processors (FEPs) from three prominent switching companies within the financial industry, ensuring seamless and secure transaction processing.• Drove significant enhancements in real-time online transaction monitoring across all ATMs and POS terminals throughout the bank. Achieved this by introducing the Compass Plus TranzWare Online console, resulting in heightened efficiency and security.• Assumed a pivotal role in scheduling and overseeing quarterly systems and application upgrades for all eBusiness servers. Collaborated closely with vendors on-site to ensure seamless implementation and improved system performance. • Maintained comprehensive documentation of system configurations, upgrades, and performance metrics.• Collaborated closely with cross-functional teams, including the IT Department, to align system upgrades with broader organizational objectives. Show less

  • Senior Business Analyst

    Jan 2017 - May 2019

  • Business Analyst

    Dec 2015 - Jan 2017

  • Customer Experience Executive

    Oct 2013 - Dec 2015

  • Virtual Banking Specialist (Online Banking, Mobile Banking, Transaction Alerts & eStatement)

    Feb 2009 - Oct 2013

  • eBusiness Systems Manager

    May 2006 - Feb 2009
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  God's Power Concrete LTD

  May 2019 - Apr 2020

  Administrative Assistant

  • Generated weekly and monthly reports, meticulously adhering to company policies and programs to ensure accurate data representation.• Skillfully planned and executed a variety of events, meetings, and company engagements, contributing to enhanced team collaboration and corporate image.• Maintained meticulous records of employees' attendance and vacation, fostering efficient workforce management.• Spearheaded streamlined communication and reporting practices across different organizational units, facilitating the exchange of critical information.• Managed the procurement of essential supplies and meticulously maintained distribution records, ensuring uninterrupted operations.• Conducted informative and engaging training sessions for employees, with a focus on comprehensive onboarding for new hires, contributing to improved employee productivity.• Demonstrated adaptability and versatility by performing additional duties as assigned, contributing to the overall success of the department and company. Show less

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  The Home Depot Canada

  Apr 2020 - Feb 2021

  Warehouse Inventory Associate

  • Managed incoming and outgoing merchandise, ensuring timely customer dispatch (Outbound).• Assisted in unloading trucks, and processing products for storage or dispatch (Inbound).• Generated reports on inventory overage or shortage. • Consolidated SKUs/products to optimize storage space.• Operated various equipment, including Reach Trucks, Forklifts, Order Pickers, and Electric Pallet Jacks (EPJ).• Maintained strict adherence to service and safety standards outlined in SOPs and company regulations.• Accomplished additional tasks assigned by the Operation Manager and supervisors. Show less

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  Canada Revenue Agency - Agence du revenu du Canada

  Feb 2021 - now

  Taxpayer Services

  • Act as a primary point of contact for taxpayers, addressing inquiries, concerns, and requests with professionalism and accuracy.• Provide clear and concise explanations of tax laws, regulations, and policies to assist taxpayers in understanding their obligations.• Conduct thorough research using available resources to provide accurate and tailored guidance to taxpayers.• Explain eligibility criteria, application processes, and payment details for various benefits and programs offered by the CRA.• Guide taxpayers in filing taxes accurately and on time, offering support with tax form completion and electronic services.• Assist taxpayers in resolving disputes and issues related to their tax accounts, directing them to appropriate channels for resolution.• Educate taxpayers on their obligations and the benefits of compliance to promote voluntary adherence to tax laws.• Maintain strict confidentiality and handle all interactions with professionalism and respect for taxpayers' privacy. Show less