lawrentia onwumelu

Results-driven Project Manager with 8+ years of experience leading cross-functional teams to deliver
successful projects on time and within budget. Strong leader with excellent communication and
problem-solving skills. Proven ability to manage stakeholders and anticipate project risks. Proficient in
project management methodologies and agile cloud tools

Customer Service Representative (Full-time) 

      February 2022 – July 2023

     Franolen Consulting Inc.

      Key Accountabilities:

• Handle inbound service calls 
• Understand and strive to meet or exceed metrics while providing excellent customer service       
• Drive customer satisfaction through voice, chat, and/or email communications 
• Navigate through multiple systems 
• Made outbound calls to former Franolen customers sell company’s product and services, to earn      their business back.
• Understood and explained various products and services while ensuring that terms of agreements were properly communicated to customers
• Recognize potential urgent situations and follow procedures, policies and regulation to ensure customer satisfaction.
• Explain clearly procedures, service charges, fees and programs to our customers to enhance customer retention.

     Customer Care Manager / Branch Operations Manager,      

     March 2011 - February 2022

      Access Bank Plc.

• Answered queries and analysed complaints daily from 110+ customers in-person, email, chat and on the phone and delivered outstanding customer service experience, making every user interaction exceptional.
• Effectively built new client relationship and managed existing ones through excellent customer service that contributed to customer satisfaction, retention and achieved referral by more than 60%.
• Supervised a team of 20 branch staff, distributed task and submitted final reports for decision making.
• Assisted customers with account opening, maintenance, and e-business services requests every day.
• Maintained a record of branch users’ interactions, transactions, complaints and comments for the assessment and improvement of service excellence and User experience.
• Maintained customers account file in an electronic filing system and hardcopy for ease of correspondence.
• Identified and communicated service quality issues to Branch Manager for collaborative resolutions.
• Trained staff on the bank’s products, operational standards for efficient delivery of their job functions.
• Managed the availability of cash at the Teller and ATM points and balanced the branch vault daily, which significantly improved customer experience and shortages or overages.
• Achieved daily reconciliation of branch ledgers that discouraged internal frauds.

Scrum Product Owner Accredited Certification, International Scrum Institute, Switzerland.           2023

Scrum Master Accredited Certification, International Scrum Institute, Switzerland.                         2023

Bachelor of Science (Pure and Industrial Chemistry) 

Nnamdi Azikiwe Nigeria, Awka.             2001-2005

(Successfully evaluated by the World Education Services Canada)