NANCY ONYENWENYI

• Pursue Maersk's Vision to be an Integrator of Container logistics and work around digital products.
• Ensure Customer Relationship Management tools (Salesforce.com) are updated on time and with high-quality data.
• Establish internal network in Central west Africa and Globally to facilitate resolution of customer issues and build solutions to business opportunities.
• Build a good understanding of target customers and assigned account base (contact, commodities, trade lanes, type of business, contract information including exceptions and service requirements).
• High amount of New Customer Acquisition – Leading to fostering commercial priorities.
• Probes and identifies customer needs and provides solutions for integrated service offering, including and not restricted to all L&S products- mainly CHB/Intermodal/ Yard/CFS /Depot services/Warehousing etc
• Accountable for Customer Acquisition/ Account management / Retention. Establish business contacts with potential customers and stake holder management.

• Collaborate cross-functionally to ensure successful implementation of initiatives aimed at enhancing customer-centricity.
• Lead execution of Customer Experience Transformation goals and initiatives, both internally and externally facing.
• Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
• Maintained key performance indicators and acceptable performance levels to support assigned customer base.
• Advocate for customer perspective and champion customer-centricity within CX community.
• Cross-trained and provided backup support for organizational leadership. Cross-trained and backed up other customer service managers.

• Follow through with client account opening procedure.
• Preparing, book-keeping and liquidation of investments for clients.
• Interfacing with various business units and ensure prompt resolution of customers' issues.
• Provide clients with accurate, timely and extensive information to ensure quality service and client retention.
• Leverage knowledge of the bank’s systems, products and services to resolve customer requests in timely manner through solutions-oriented, consultative approach.
• Implement and maintain complete control aspects i.e. Analysis of statements of accounts, documentation and periodical client visits and high-risk reports.
• Interact with clients to obtain KYC report and other compliance information and documentation.
• Obtain all KYC documents required for e-CADD and following through with completion of e-CADD.
• Participate in community event to position the Bank as a leader within the territory.