Frances Onochie
Pikesville
Summary
Dynamic business owner with a proven track record at Crystal Bank, recognized for exceptional customer service and effective employee training. Expertise in negotiation and performance evaluation contributed to significant increases in customer satisfaction and sales growth through strategic initiatives. Committed to quality assurance, fostering a positive work environment, and adept at conflict resolution.
Overview
33
33
years of professional experience
1
1
Certification
Work History
Business Owner
Entrepreneurship
Lagos
08.2002 - 12.2024
- Coached, mentored, and trained team members in order to improve their job performance. Enhanced customer satisfaction through the development of a customer service excellence program.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Resolved customer complaints and issues promptly, maintaining a positive brand image.
- Oversaw daily operations, maintaining efficiency and quality standards.
- Negotiated contracts and agreements with vendors and suppliers to reduce costs.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Analyzed market trends and competitor activity to inform business strategy.
- Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Negotiated contracts with vendors to secure favorable terms and pricing.
- Delegated work to staff, setting priorities and goals.
- Oversaw marketing initiatives, increasing brand awareness and sales.
- Ensured compliance with all applicable laws, regulations, industry standards.
- Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Identified needs of customers promptly and efficiently.
- Conducted system analysis and testing to identify and resolve technical issues or inefficiencies.
- Managed inventory levels to meet demand without overstocking, reducing waste.
Customer Service Representative
cystal bank
Lagos
09.1991 - 09.1997
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Maintained up-to-date knowledge of company products, services, policies, procedures, and regulations.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Mediated conflicts between employees and facilitated effective resolutions to disputes
- Established relationships with customers through proactive communication initiatives.
- Implemented quality control measures to uphold company standards.
- Analyzed customer feedback data to identify areas of improvement in the customer service process.
Education
Bachelor of Science - Business Management
University of Jos
Jos 08-1990
Skills
- Customer service
- Employee training
- Sales strategy
- Inventory management
- Performance evaluation
- Communication skills
- Driven and determined
- Negotiation skills
- Quality assurance
Affiliations
- Good at organising events and getting things done with total quality principles
- Friendly , and ability to work under pressure
Certification
- Trainings of customers servies and total quality managements
Languages
English
Limited
Timeline
Business Owner
Entrepreneurship
08.2002 - 12.2024
Customer Service Representative
cystal bank
09.1991 - 09.1997
Bachelor of Science - Business Management
University of Jos
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