Lawrence Ezugwu

Experienced banking professional with a proven track record in customer service, branch operations management, ATM operation, and transaction processing. Demonstrated ability to improve customer experience, cross-functional collaboration and increase business profitability. AML, KYC and compliance professional seeking to leverage skills in every role.

Head Branch Operation and Team Lead Customer Service - Fidelity Bank Plc - Onitsha, Nigeria

(2024-02 - 2026)

• Supervision of entire branch banking operations department activity.
• Successfully led a team that drastically reduced customer negative feedback report emanating from the branch and improved customer experience rating.

Customer Service Officer and ATM custodian - Fidelity Bank Plc - Anambra, Nigeria

(2019-10 - 2024-01)

• Handling of customer queries and requests, new account onboarding, management of branch ATM operation.
• Suggested and Initiated strategies that led to improved branch ATM uptime and performance by 15%.
• Enrolled more customers on the banks digital platform that led to decongestion of branch banking hall as customers could handle most of the enquiries which often brought them physically to the bank branch themselves via the banking app.

Fund Transfer and Foreign Exchange Processor - Fidelity Bank Plc - Ihiala, Nigeria

(2013-06 - 2019-09)

• Initiated strategies that reduced clients waiting time thereby improving customers satisfaction by 25%.
• Increased company's profitability from loss position to £450,000 by attracting and onboarding accounts for new customers.

B.sc - Political Science - Enugu State University of Science and Technology (2006 - 2010)

Senior Secondary School Certificate Examination - Methodist High School Jos (1998 - 2003)