Chisimnulia Okoye

A customer focused professional with proven track record of delivering exceptional service and building strong customer relationships. Skilled in effectively resolving customer inquiries, providing accurate information, and handling challenging situations with tact and empathy. 

Credit Portfolio Analyst | Fidelity Bank PLC 

04/2019 - 10/2020

• Managed the North Directorate portfolio of the Bank valued at over $502 million.
• Monitored and managed credit risk by identifying, measuring, and reporting key risk indicators, portfolio concentrations, exceptions, and breaches.
• Analysed portfolio performance to identify trends, drivers, and opportunities, providing recommendations for portfolio optimization.
• Utilized data analysis to identify and measure success in specific business sectors, identifying growth prospects.
• Delivered accurate and timely portfolio reports to executive management, enhancing decision-making.
• Developed and recommended repayment strategies, reducing past due balances and bad debt.
• Devised credit collection and recovery strategies, improving the Bank's credit repayment rate by over 2%.
• Utilized Tableau and Excel to interpret data and present findings visually to senior management.
• Collaborated with relationship managers, research, trading, and other stakeholders to ensure compliance and best practices in credit risk management.

Credit Analyst | Keystone Bank Limited

03/2017 - 04/2019

• Conducted thorough analysis of customer data, including financial statements, cash flow statements, and credit reports, to assess credit risk.
• Provided recommendations and assessments for credit applications, determining approval, rejection, or modification of credit, including terms and conditions.
• Conducted industry research to understand economic conditions and market developments impacting credit risk environment.
• Presented findings to senior management and executive teams, assessing borrowers' ability to meet loan obligations.
• Reviewed and updated credit policies, processes, and procedures to maintain compliance with regulations and industry standards.
• Assisted in the development, implementation, and review of new credit products in collaboration with underwriting, sales, and credit collection teams.
• Ensured compliance with Central Bank guidelines, opening new funding opportunities.
• Assessed customer suitability and risk profiles in line with financial regulations.

Customer Service Representative | Santiago Delivery

08/2014 - 07/2015

• Responded promptly to inquiries from customers through various communication channels, including phone and email, providing timely and accurate information and assistance.
• Assisting customers with booking deliveries, processing payments and ensuring accurate delivery fulfilment. 
• Demonstrated effective problem-solving skills in identifying and resolving issues, complaints, or escalations to ensure a satisfactory resolution and maintain high levels of customer satisfaction.
• Maintained meticulous and detailed records of customer interactions, carefully documenting inquiries, issues, resolutions, and pertinent information in the customer service database.
• Provided essential technical support to customers encountering product and service-related difficulties, offering basic troubleshooting assistance and escalating complex technical problems to specialized teams when required.

Data Analytics Certificate - University of Birmingham                                        August 2022

M.Sc. Risk Management & Insurance - University of Lagos                               July 2017

B.Sc. Accounting - University of Nigeria, Nsukka                                              June 2013