Summary
Overview
Work History
Education
Skills
Affiliations
Certification
Awards
Languages
Timeline
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Umah Abraka

Perth,WA

Summary

Financial services professional with over 7 years’ experience across banking, corporate payments, and client relationship management within regulated environments. Most recently worked with Barclays in the UK, supporting corporate clients through payment processing, account-related requests, and financial query resolution while maintaining strict compliance and risk controls. Experienced in managing high-volume administrative requests, maintaining accurate client records, resolving complex queries, and working collaboratively with internal teams to deliver timely and high-quality outcomes. Known for strong attention to detail, organisation, and commitment to providing an excellent client experience. Now based in Perth, seeking opportunities in wealth, banking, or financial services operations where I can contribute to efficient processing, risk awareness, and high service standards.

Overview

11
11
years of professional experience
1
1
Certification

Work History

CORPORATE PAYMENTS ADVISOR, CORPORATE & PAYMENTS COO

Barclays
11.2024 - 02.2026
  • Process client requests relating to payments, account updates, and transaction queries, ensuring accuracy and timely completion in line with internal procedures.
  • Maintain and update client records across internal systems while ensuring compliance with risk and data protection requirements.
  • Investigate and resolve complex client queries by liaising with finance, operations, and technical teams to deliver efficient outcomes.
  • Manage multiple tasks simultaneously in a high-volume environment while maintaining strong attention to detail.
  • Support corporate clients using the Smartpay Fuse platform, providing guidance on account activity, payments, and system navigation.
  • Barclays UK, a major global financial services provider.

RELATIONSHIP MANAGER, CORPORATE SALES

Bastion Health Limited
Lagos, Nigeria
01.2023 - 05.2024
  • Executed customer service activities across multiple communication channels, maintaining a customer satisfaction score of above 90%.
  • Resolved 90% of customer issues on the first call/email, reducing follow-up inquiries and improving overall client retention by 10%.
  • Consistently met or exceeded monthly customer service KPIs, including response time, resolution time, and quality assurance, achieving a 99% success rate in meeting service level agreements (SLAs).
  • Trained and mentored 5 new team members, resulting in an improved team performance that increased efficiency by 20% in handling customer inquiries and resolving issues.
  • Maintained 100% compliance with HIPAA and confidentiality guidelines, ensuring the protection of sensitive customer information during all client interactions.

Relationship Manager, Corporate sales

Guaranty Trust Bank
Lagos, Nigeria
09.2022 - 01.2023
  • Resolved over 90% of customer queries, concerns, and requests related to accounts, products, and services within the first contact, consistently achieving high customer satisfaction scores.
  • Delivered 100% of reports on time with actionable insights, ensuring 90% of recommendations are implemented within a set timeframe.
  • Collaborated with internal teams, resulting in a 15% improvement in customer care initiative integration and overall service delivery.
  • Suggested at least two process improvement initiatives per quarter, with a 75% implementation rate within a quarter.
  • Participated in ongoing training and development programs, leading to a 20% increase in customer service knowledge and skills.

Relationship manager, Manufacturing Team

Guaranty Trust Bank
Lagos, Nigeria
12.2021 - 09.2022
  • Implemented industry best practices related to customer care, contributing to a 10% increase in customer satisfaction and retention rates.
  • Collaborated with colleagues from different backgrounds to modify the standard operating procedure document of the organization.
  • Successfully resolve 90% of cross-team issues within 48 hours, ensuring full collaboration on key operational initiatives.
  • Built effective networks across business areas, by building long-term relationships and carefully managing loyal, profitable client bases to increase revenue.
  • Achieved revenue growth year on year of over 80% by adopting a needs-based approach, engaging clients, and securing new business opportunities.

Customer Service OFFICER

Guaranty Trust Bank
Lagos, Nigeria
04.2018 - 11.2021
  • Delivered exceptional customer service by resolving 100+ customer inquiries and complaints per week, ensuring a personalized experience across multiple communication channels (phone, email, in-branch).
  • Maintained an average customer satisfaction score of 90% through empathetic interactions, understanding individual customer needs, and providing tailored solutions.
  • Supported the bank’s digital transformation initiatives by identifying gaps in current technology, improving the efficiency of 10+ customer interactions daily.
  • Collaborated with sales, operational, and risk management teams to ensure smooth and accurate execution of client transactions, achieving an on-time transaction success rate of 85%.
  • Ensured compliance with regulatory requirements and internal policies, reducing risk-related incidents by 15% through proactive monitoring and control strengthening.

Business development officer

Kent German Global
Port Harcourt, Nigeria
10.2016 - 11.2017
  • Identified opportunities to drive business growth, diversification and expansion.
  • Designed strategy to win new business and maximise selling opportunities among existing clients, achieving lucrative results.
  • Contacted and converted potential customers via telephone, email and in-person enquiries.
  • Conducted market research to understand customer base and enhance products.
  • Tailored pitches and proposals to bespoke client needs, increasing engagement and securing sales.
  • Negotiated and approved lucrative prices and contracts, boosting growth.

Product promoter

Guaranty Trust Bank
Calabar, Nigeria
03.2015 - 09.2016
  • Gained customer interest and trust with a personable attitude.
  • Was a pioneer product promoter for the 737 sms short code introduced into the retail market by the organization.
  • Promoted products and services to target audience through strategic marketing campaigns and demonstrated product operation and features to promote signups and usage.
  • Met KPI targets of 50 clients' utilization of the service daily.
  • Set up displays with expert visual merchandising strategy to boost sales, while offering free account opening services.
  • Established relationships with a diverse customer base to cultivate loyalty.

Education

Bachelor of Science - Pure & Applied Chemistry

University of Calabar
Calabar

GCSEs - Math and English Or Equivalent

Majesty High School
Calabar

Skills

  • Account management and maintenance
  • Client request handling
  • Data entry and records oversight
  • Accuracy in documentation
  • Time management and task prioritization
  • High-volume workload handling
  • Customer service support
  • Resolution of queries
  • Communication with stakeholders
  • Escalation and complaint resolution
  • Support for service delivery
  • Awareness of risk controls
  • Compliance with regulations
  • KYC checks and client information verification
  • Process adherence and audit compliance
  • CRM systems and case management

Affiliations

  • Styling: As an avid lover of stylish outfits, I have incorporated this in the corporate world which is my home for five days in every other week. Maintaining a classy blend of modesty while looking stylish. I am constantly creating new ways of styling corporate clothes without looking boring through the fabric, style, cut and combination of basics and trendy outfits to maintain a sophisticated and professional look that flatters my body type. This skill has extended to my colleagues as I constantly offer styling tips and help them rebuild a capsule work wardrobe.
  • Volunteering: As a sister to someone struggling with a disability, I am very passionate about children struggling with disabilities of all forms and I have constantly volunteered with NGOs like Save The Children whose sole purpose is to provide support to street children and children who struggle with one form of disability or the other.

Certification

  • Customer Service level 2, HighField Online Training, 08/01/24
  • Foundation In Digital Marketing, Google Certificate, 08/01/24
  • Customer Service Certifications, CPD Accredited Online Course, Master Classes by Myra Golden, 07/01/20
  • De-escalating Conversations for Customer Service
  • Build Your Skills In Customer Service
  • Customer Service- Serving Customers Through Chat And Text
  • Creating Positive Conversations with Challenging Customers
  • Customer Service- Handling Abusive Customers
  • Call Control Strategies
  • Building Rapport With Customers
  • Problem-Solving And Trouble Shooting
  • Customer Service Foundation

Awards

  • Received Excellence award for outstanding customer service for the year 2019 (Guaranty Trust Bank)
  • Led customer-centric initiatives for staff creating training classes on Corporate grooming, Email etiquette, and Customer service which was the basis for the training and development Unit(2023)
  • Recommended process improvements on the existing process for treating customer's requests which was adopted bank-wide on the customer service Standard Operating Procedures(SOP) 2020
  • Recognized as one of the most badged staff from 2019-2021 for accomplishments in customer service.

Languages

English, Fluent

Timeline

CORPORATE PAYMENTS ADVISOR, CORPORATE & PAYMENTS COO

Barclays
11.2024 - 02.2026

RELATIONSHIP MANAGER, CORPORATE SALES

Bastion Health Limited
01.2023 - 05.2024

Relationship Manager, Corporate sales

Guaranty Trust Bank
09.2022 - 01.2023

Relationship manager, Manufacturing Team

Guaranty Trust Bank
12.2021 - 09.2022

Customer Service OFFICER

Guaranty Trust Bank
04.2018 - 11.2021

Business development officer

Kent German Global
10.2016 - 11.2017

Product promoter

Guaranty Trust Bank
03.2015 - 09.2016

Bachelor of Science - Pure & Applied Chemistry

University of Calabar

GCSEs - Math and English Or Equivalent

Majesty High School
Umah Abraka