Lydia Andrew

Customer-focused professional with 2 years of hands-on experience in relationship management, customer experience and retail operations, and over 3 years of post-graduate professional experience. Skilled at building and maintaining client relationships, resolving customer inquiries and delivering seamless service experiences. Adept at transaction accuracy, operational efficiency, and process improvement while ensuring compliance with organizational standards.

Recognized for strong communication, problem-solving, and teamwork skills with a proven ability to enhance customer satisfaction and support business growth.

Retail operations at Wema Bank Plc (2024-12 – Present)

• Oversee daily branch operations to ensure smooth and efficient service delivery.
• Identified opportunities to introduce clients to FX and international payment solutions based on their financial activities.
• Process customer transactions with accuracy while maintaining compliance with banking policies.
• Support customers by resolving inquiries and providing tailored financial solutions.
• Engaged clients who regularly carry out cross-border transactions such as international school fee payments, supplier payments, and business transfers.
• Collaborate with team members to improve workflows and enhance customer satisfaction.

Client Acquisition & Relationship Management at Paradigm Finance Limited (2022-02 – 2024-12)

• Consistently achieved over 80% conversion rate and improved customer service rating by 10%.
• Delivered 95% positive customer survey results by ensuring a seamless, friendly, and professional customer experience.
• Responded to online queries within 30 minutes, efficiently handling calls, correspondence, and customer issues.
• Supervised and supported teams to maintain a high-quality work environment while organizing meetings to drive process improvements and achieve organizational goals.
• Built and maintained relationships with professionals, SMEs and business owners to identify opportunities for financial services including deposits, loans and international payment needs.
• Analyzed data to support informed decision-making and provided regular updates to the executive director on key tasks, meeting organizational goals.

Sales Representative at TheAdvert Place Network (2020-09 – 2022-01)

• Managed customer escalations and promptly resolved concerns, enhancing customer satisfaction and retention.
• Analyzed client feedback to develop targeted strategies, increasing sales and conversion rates.
• Cross-sold and upsold to existing customers, driving repeat purchases and new business opportunities.
• Prepared detailed weekly and monthly sales and marketing reports to support data-driven decision-making.
• Managed social media accounts and collaborated with marketing teams to boost lead generation and sales pipeline development.

BSC in INDUSTRIAL RELATIONS AND PERSONNEL MANAGEMENT – OLABISI ONABANJO UNIVERSITY (2017-10 – 2022-01)