Customer Care Executive

EDOSOMWAN IGIEDOUGLAS

Address: Abule Egba, Agege, Lagos State, Nigeria, Tel: 080********, 080********,

Email:***********@*****.***,

Date of Birth: 4thAugust 1983, Sex: Male, Marital Status: Married

CAREER SUMMARY:

A highly Resourceful Customer Care Executive, offering over 6+years progressive experience in creating and maintaining professional communication with clients and peers, while using cross-functional company resources and tools. Highly skilled in client interaction, account management and sales techniques. Effectively able to analyze clients' information and needs, and provide them with correlating problem solving assistance and support. Demonstrated ability to handle multiple tasks in a fast paced and busy environment. A champion of public service with proven success in working collaboratively to obtain the best results.

FUNCTIONAL COMPETENCIES:

Customer Relationship Management.

Problem Resolution.

Strong Quality and Customer Focus.

Decision Making (Analytical).

Excellent Communication and Writing Skills.

Microsoft office (Word, Excel and PowerPoint).

Strong Acting Skills and Conveying Competence.

Maintaining Records and Files.

Time and Data Management.

PROFESSIONAL CERTIFICATIONS AND TRAINING:

Student Member, Nigeria Society of Engineers. 2009

Customer Service Skills Training. 2015

Call Center Service Operations. 2015

Complaint Handling/Dispute Resolution. 2016

Sales Lead Generation. 2016

Representative-Client Relationship. 2017

Retail operations. 2017

Customer Need Assessment 2018

Customer Support 2018

WORK EXPERIENCE:

9mobile Telecommunication Nigeria, Lagos State Feb.2013 – Apr.2018

Role: Customer Care Executive

Description

Attract potential customers by answering product and service questions; suggesting information about other product and services. Up and Cross sell Company’s' product and services to grow spend. Capture and monitor customer complaints and points of improvements and ensure queries and complaints are promptly attended to and escalated appropriately. Ensure key customer data is adequately captured and prompt documentation of transactions and interactions. Ensure delivery of excellent customer care and service delivery for a first time resolution.

Achievements

Suggested and helped implement a CRM tool for telemarketing which increased sales efficiency by more than 50 %( as per a recent company financial update).

Retained a corporate client (who was a victim of bad customer services from a customer service representative) by providing her with compensation and effective follow up on complain.

Increased company’s revenue by exceeding target for telemarketing.

Effectively managed and responded to over 150 calls for information and complains in a day without any negative feedback from customers

Participated in brain storming sessions on appropriate response to customers' enquiries and complains as part of the training manual used by the quality assessor team.

Cultivated a high level of customer loyalty by providing them with on the spot compensations, as per company policies.

Maintained 100% record on call quality for 36 months.

Top 20 customer care executive "Quarter 4, 2015” out of a population of more than 1500 customer care Executives.

Social Lender, Lagos state Dec. 201 – Apr. 2018

Role: Brand Ambassador

Description

Act as a tool for creating awareness to target customers and in the process of doing so generate sales opportunities. Create and contribute to social media accounts for Clients. Build brand awareness by communicating by communicating and engaging Customers both offline and online in meaningful ways.

Achievements

Successfully interacted with clients to generate repeat and referral business.

Filled the gap between management and the client leading to continuity of business.

Closed out educating and placing people on the social lender platform within 14 working days(usual average was 30 working days)

National Youth Service Corps (Osun Corper,) Osogbo Osun State Nov.20011–Nov.2012

Role: Deputy Editor- in-chief

Description

Edit and review the works of the writers and act as next in command to the Senior Editor. Organizing content, reviewing materials, aiding in designs and coming up with story ideas.

Achievements

Received an Award for Excellence from the state Director and the entire management of the National Youth Service Corps (Osun State) for my meritorious service to the state.

Supervised the production of the monthly print Corpers’ magazine.

Edited and prepared submitted articles for publication.

Created and implemented marketing ideas to promote the Organization in various Local Government Areas.

Qualities Aluminum Industries Ltd., Ojokoro Lagos State. Aug.2009–Feb.2010

Role: Maintenance Engineer (Electrical/Electronic)

Description

Responsible for designing and managing equipment used to control and monitor processes, systems and machineries in many different areas of production.

Drugfield Pharmaceutical, Otta Ogun State. Jan.2004–July.2004

Role: Maintenance Engineer (Electrical/Electronic)

Description

Responsible for evaluating operational systems and recommending design modifications to eliminate causes of malfunctions or changes in system requirements.

Achievements

Attained internship Excellence award following recommendations by supervisors and peers.

EDUCATION:

Bachelor of Engineering in Electrical/Electronic Engineering. 2010

University of Benin, Ugbowo

Diploma in Computer Engineering. 2004

University of Benin, Ugbowo

Certificate of National Youth Service Corps 2015

Osogbo, Osun State

Senior Secondary School Certificate (SSCE) 2000

Dairy Farm Secondary School, Agege

REFEREE:

References Available Upon Request

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