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Customer Service Representative

Calgary, Alberta, Canada
March 08, 2018

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Carina Uche ILOBA

E-mail: Telephone: +1-403-***-****


Over six (6) years’ experience delivering quality customer service to customers over the phone, as well as walk-in customers requiring information on company’s services.

Over 6 years expectations responding to hot topics and resolving customer complaints, providing guidelines according to company policy and regulations.

Ability to analyze customer requests, make sound judgement, and escalate to higher authority as required.

Experience developing internal teams for effective customer interactions and skills improvement.

Experience working various shift periods, with positivity and excitement.


Relationship Management Team Management Communication and Presentation

Microsoft Office Tools Call Centre Operation Decision Making & Problem Solving

Conflict Resolution Customer Service Leadership


Customer Services Officer: Diamond Bank Plc September 2015 – October 2017

Sourced for new business customers over the phone, talking about company products, and creating demand.

Analyzed various customer order information creating new area of prospecting using Microsoft tools

Engaged in customer education on products offered acting as liaison for the organization

Established and maintained relationships with existing customers and walk-ins.

Took on various shift periods that required prolonged customer conversations and other activities necessary to perform the job duties.

Cash and Teller Services Supervisor: Diamond Bank Plc June 2012 - August 2015

Tele-managed the processing of all basic customer transactions for account deposits, withdrawals and bill payments over the phone.

Daily customer interactions to ascertain their needs and wants and then provide them with the right product.

Daily monitored the delivery and execution of activities in accordance with customer mandates, and ensured customers remain satisfied through swift and courteous services.

Properly documented customer interactions and call logs, to monitor customer requests and effectively manage customer relationship.

Customer Service Representative (Call Centre): Globacom Limited July 2011 – June 2012

Attended to customers' issues and proffered first-line technical support over the phone.

Provided customers with information on suitable products and services within our portfolio, to improve customer experience levels.

Updated customer information and usage trends on reporting platform, updating financial adjustments and other queries.

Spear-headed tele-marketing campaigns within the team, created Product discussion workflows which aided to secure customer buy-in.


Senior College Certificate (SSCE) AirForce Secondary School 1998 - 2004

B.Sc. in Business Administration Covenant University 2004 - 2008

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