Benshak
About Me
my name is Tom Benshak Maxwell, I have had the longest of my experiences in the banking sector from banking operations to customer service then moved to the contact center of the bank(first bank) I was an assistant lead and also trained new employees, improved the overall performance of my team via a better management approach. I later joined a fintech e commerce company as a production analyst under the operations department and was among the team that handled the migration of our mobile application successfully and handled onboarding of customers into our system, onboarding products to our app and also assisting the product team on ideas to making the app better. While I was doing this role I have always wanted to transition into product management and aspire to do great under product so I had to study with Utiva and earned my certification under product management. Finally I’m in need of a hands on experience under the product management space to leverage on all I have learnt and get better in the future.
Education
Tansian university
Bachelor’s degree economics
Utiva
Certification in product management with Utiva August cohort 2023
Work & Experience
Production analyst
Sabi.am
Established a more secure approach for onboarding new suppliers. ● Use data backed decision making for maintaining accurate ecommerce content (description and images) and prices for new and existing products. ● Ensured digital products tags adopted adequate attributes/details to enhance sales. ● Ensured all conflict resolution etiquettes/activities were applied on issues faced by customers hindering sales and service provision. ● Created surveys, gathered feedback from calls, field operations and observation studies to develop analysis and use cases presented to the Product Manager. ● Provide operations reports on feedback gathered. ● Managed categories/products on OMS/Sabi App. ● Liaise with the Tech teams by escalating and developing use cases to resolve issues faced by customers and suppliers. ● Developed initiatives for inclusion into the product roadmap.
Operations officer
Eugene the brand
Implemented process improvement projects that led to a 52% reduction in product problems and a 33% reduction in customer returns. ● Developed, reviewed, and organised core policies for operations, sales, and customer service. ● Led survey events with customers to gather feedback used in creating a digitised and improved ordering system. ● Created and managed the entire supply chain system from supplier selection to QA process development of raw materials supervision to identifying training gaps for artisans used to develop training and development plan, schedule to logistics management of product output to customers
Assistant lead customer support
First bank Nigeria ltd
Led the team providing customer support via social media (Facebook, Twitter, and Instagram). ● Facilitated bi-weekly review of the team call performance metrics and recommended appropriate actions accordingly. ● Assisted in the development and growth of new marketing strategies on our social media platforms which increased traffic, followership, and customer base. By providing prevalent customer concerns that needed to be addressed. ● Monitored customers’ reviews; analysed the data and advised management on various trends and patterns. ● Communicated with followers via e-Media platforms and ensure timely resolution of customers inquiries, complaints and requests to the satisfaction of customers.
Transaction officer
First bank Nigeria ltd
Process standard teller transactions including servicing clients accounts, accepting loan payments, managing safe deposit box payments, cashing cheques, balancing cash drawers, handling deposits, correcting discrepancies. ● Help customers get connected to First bank's various services including loans, credits, and various insurance policies. ● Participated in the building of an upselling guide for debit cards to help identify customer needs and match them with the best card offerings of the business. ● Led the user acceptance testing for the end-to-end integration with Paydirect focusing on the reconciliation experience. ● Financial transaction officer processing of Remita transactions for federal and state government on the application platform. ● Trained new service executives to understand the current operations, and processes used within the bank's branch.
