Chima Okafor

Dedicated Bilingual Customer Service professional with 9 years of experience in driving efficiency, optimizing processes, and enhancing overall operational performance. Adept in process improvement, supply chain management, budgeting, and quality control. Skilled in leveraging technology, regulatory compliance, and risk management to achieve operational excellence. Committed to customer satisfaction and team development while ensuring compliance with industry-specific standards. Known for data-driven decision-making and strategic thinking. Demonstrates strong leadership, adaptability, and problem-solving abilities.

Access Bank Plc.                                                                                          Imo State, Nigeria

Customer Service Manager (Operations Manager)                                           March 2019 – August 2023

• Oversee all aspects of branch operations, ensuring top-notch customer service, resource allocation, and policy adherence.
• Report directly to the Zonal Operations Manager, Southeast Region, providing regular updates and insights on KPIs and compliance.
• Manage the entire branch's customer operations ecosystem, covering presales, customer and account management, and post-sales activities, while focusing on customer satisfaction.
• Maintain the bank's vault, ensuring secure storage of all items and compliance with regulations.
• Motivate team members consistently, fostering a culture of customer service excellence and promoting branch profitability through resource allocation.
• Develop and execute the branch's strategy to achieve maximum profitability and operational effectiveness, including process improvement initiatives.

Achievements: 

• Reduced operational costs by 15% through streamlined processes and efficient resource allocation.
• Increased branch revenue by 10% by implementing targeted customer service improvements and cross-selling initiatives.
• Saved 20% of branch staff's time through automation and optimized workflow processes.

Diamond Bank Plc.                                                                        Cross River State, Nigeria

Customer Service Representative                                                            September 2014 – August 2019

• Interfacing with customers to solve problems pertaining to accounts, mobile channels or atm card issues.
• Issuance and activation of new atm cards to teaming customers as well as support services in resolving issues pertaining atm cards.
• Onboarding of new customers to all bank platforms as well as helping in resolving teething issues while onboarding
• Liaison between our customers and Head office 

Other Experiences

Cash and Teller Services Officer Diamond Bank Plc.                                 Jan. 2014  – Sept. 2014

Assistant Project Coordinator Noblehall Leadership Academy            Feb. 2013 – Sept. 2013

Chief Operating Officer Grandee Nigeria Ltd       `                                              Oct. 2011 – Jan. 2013

Site Supervisor Mutual Alliance Group (NYSC)                                            July 2010 – May 2011

Front Desk Officer Mobile Computing School                                         Sept. 2003 –Oct. 2004

Ahmadu Bello University

Master’s in Business Administration (MBA) Human Resources

Federal University of Technology 

B.Eng. Civil Engineering WRE option