PATRICIA ABIODUN FANIRAN

Currently works as an independent training consultant specializing in customer service. She has over 25 years experience but over 15 years experience in the area of customer service. She set up the customer service department in UBA PLC where she worked as Head, UBASOWS (Service Our Watchword and Strength) and also did the same as Head, Customer Care Group. Fountain Trust/Spring Bank. As part of her career she operated as the Acting Group Head, Internal Services/Security/Projects and Deputy Branch head in Fountain Trust Bank Abuja. She was also a member of the customer service committee of Transcorp Hilton hotel Abuja. Pat has also worked at other banks and organizations before she branched out into consulting. She obtained her first and second degrees from University of Baltimore and Morgan State University, Baltimore Maryland, USA in Economics and Finance respectively.

She believes that instead of focusing on narrow elements or considering the service equation from only the customer’s point of view, one should provide a total framework that shows how to analyze, design, manage, measure and change business to achieve high levels of customer satisfaction and loyalty while increasing profits and reducing costs. Her experience has taken her through various projects and operation within different establishment at top management levels.