Ateli Onwordi

Ateli Onwordi

About

Detail

Head, Customer Service / Experience
Lagos, Nigeria
Contact Ateli regarding: 
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Full-time jobs
Starting at USD1k/month
Flexible work
Starting at USD10/hour
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Timeline

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Résumé

Jobs verified_user 0% verified
  • B
    Head, Customer Experience
    Baines Credit Microfinance Bank Limited
    Feb 2026 - Current (4 months)
    Leading the end-to-end customer experience function for the bank, overseeing service quality, team performance, and customer satisfaction across all channels. Developing and implementing CX strategy aligned with the bank's growth objectives and customer-centric values. Building and managing a high-performing customer experience team to deliver consistent, exceptional service. Establishing KPIs, service standards, and quality assurance frameworks to drive continuous improvement across all touchpoints.
  • Access Bank PLC
    Team Lead - Customer Service
    Access Bank PLC
    Apr 2019 - Jan 2026 (6 years 10 months)
    • Led multi-channel contact center operations (phone, email, chat) serving millions of customers, consistently achieving 90%+ SLA compliance. • Designed and implemented comprehensive customer feedback system, improving issue resolution rates by 50% and significantly reducing customer churn. • Restructured email support operations, reducing average response times to 24 hours and elevating digital customer experience standards. • Optimized Level 2 escalation workflows, accelerating resolution speed by 15% and strengthening customer trust. • Introduced KPI-driven performance management framework, driving 20% increase in satisfaction scores and 30% reduction in error rates. • Led recruitment, onboarding, and continuous training for 250+ custome
  • Diamond Bank PLC
    Inbound Supervisor
    Diamond Bank PLC
    Nov 2017 - Apr 2019 (1 year 6 months)
    • Managed daily operations of inbound service team, maintaining 100% SLA adherence and achieving 95% customer satisfaction rating. • Resolved 95% of escalated customer issues within 24-hour timeframe, enhancing customer loyalty and retention. • Designed and implemented workflow enhancements reducing Average Handling Time (AHT) by 15% and improving first contact resolution rates. • Established comprehensive service quality tracking and reporting mechanisms to identify continuous improvement opportunities.
  • Diamond Bank PLC
    Inbound Customer Service Representative
    Diamond Bank PLC
    Apr 2016 - Nov 2017 (1 year 8 months)
    • Delivered exceptional customer support across phone, email, and CRM platforms, consistently achieving 90% service level targets. • Increased CSAT scores from 71% to 82% through personalized customer interactions and proactive issue resolution. • Managed 150+ weekly customer complaints with complete documentation for audit trails and CX analysis. • Collaborated with product development and operations teams to address recurring customer pain points and enhance service delivery.
  • U
    Treasury Officer
    United Mortgage Bank Ltd
    Nov 2013 - Jan 2016 (2 years 3 months)
    Ensured full compliance with Treasury Asset Liability Management (ALM) policies, aligning funding and derivative transactions with risk management frameworks. Maintained 100% accuracy in monthly account reconciliation, providing transparent communication to corporate clients and internal stakeholders. Enhanced client trust through timely delivery of transaction updates and investment performance reporting.
  • S
    Fixed Asset Executive
    Standard Chartered Bank Plc
    Aug 2012 - Oct 2013 (1 year 3 months)
    Processed 100+ loan applications annually with exceptional accuracy, delivering seamless customer experience. Increased sales conversion rates by 20% through consultative selling approach and needs-based product recommendations. Resolved 95% of complex loan processing issues independently, reinforcing bank's reputation for service excellence.
Education verified_user 0% verified
  • Delta State University
    Bachelor of Science in Banking and Finance (Second Class Upper Division)
    Delta State University
    Jan 2004 - Dec 2007 (4 years)