GRACE EKE THOMAS
Banking & Financial Services Professional
Lagos, NG.About
Highly analytical Banking and Financial Services Professional with over 2 years of experience at Stanbic IBTC Bank, excelling in operational accuracy, regulatory compliance, and front-line customer relationship management. Proven track record in processing high-volume transactions with zero audit findings and achieving high customer satisfaction, leveraging a strong B.Sc. Statistics foundation for data-driven financial analysis. Adept at driving efficiency and fostering client trust within fast-paced, compliance-driven environments.
Work
Stanbic IBTC Bank (ICSL Outsourcing)
|Bank Teller
Lagos, Lagos, Nigeria
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Summary
Managed daily high-volume financial transactions and customer interactions, ensuring stringent compliance and achieving exceptional accuracy and satisfaction ratings.
Highlights
Processed 500+ daily transactions across diverse channels with high accuracy, rigorously enforcing banking policies, KYC, and AML standards to achieve an 80% compliance rating and zero audit findings.
Conducted meticulous end-of-day cash balancing and call-over processes, maintaining near-zero error rates and ensuring full reconciliation of teller and vault positions.
Resolved 95% of customer concerns and transaction disputes on first contact, significantly improving branch satisfaction scores and customer retention.
Trained and mentored 8 new team members on operational procedures and compliance requirements, reducing onboarding time and strengthening overall team performance.
Chef Eros & Co
|Customer Service Representative
Lagos, Lagos, Nigeria
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Summary
Managed diverse customer interactions across various channels, achieving high satisfaction, accurate financial reconciliation, and increased sales conversion.
Highlights
Managed high-volume customer interactions across phone, social media, and in-person channels, consistently maintaining high satisfaction ratings.
Maintained full accuracy in daily account reconciliation using Xero CRM, generating invoices, budgets, and financial reports with zero discrepancies.
Increased customer retention and sales conversion through empathetic, personalized service, earning 'Employee of the Quarter' (Q3 2022) recognition.
Education
Ajayi Crowther University
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Bachelor of Science
Statistics
Ogun State Institute of Technology
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Higher National Diploma
Microbiology
Languages
English
Certificates
Virtual Assistance Certificate
Issued By
ALX Africa
Skills
Banking & Financial Tools
Core Banking Applications, Banking Software Platforms, Xero CRM, Cash Management Systems.
Data & Productivity Tools
Microsoft Excel, Google Sheets, Microsoft Office 365, Google Workspace, HubSpot, Zoho CRM, Slack, Asana.
Core Skills
Transaction Processing, Account Reconciliation, KYC/AML Compliance, Data Analysis, Report Generation, Process Documentation, Performance Metrics Tracking, Regulatory Standards, Customer Relationship Management, Analytical Aptitude, Decision-Making, Financial Reporting, Adaptability, Team Leadership, Mentoring, Onboarding.
Interests
Hobbies
Traveling, Writing, Reading.