Customer Service Representative
Resume:
ABIMBOLA OMOBOLANLE ABIKE
*, ****** ***** ******, ****, Lagos
Tel: 080********, 080********
Email: **********.********@*****.***
Summary: Highly qualified and results-driven professional, demonstrating solid interpersonal, communication and problem solving skills. Adept at providing exemplary customer service while achieving all company goals and objectives. Proven capacity to troubleshoot and resolve issues quickly.
Education
University of Lagos, Akoka Lagos State
B. Sc (Hons), Surveying and Geoinformatics
(Second Class Upper). 2008
Diploma in Surveying and Geoinformatics
University of Lagos Akoka, Lagos. 2002
ADRAO International School
Victoria-Island, Lagos State
SSCE. 2001
Professional Development
Customer relations skills - Institute of Customer Relationship Management, 2011.
Frontline personnel training - Institute of Customer Relationship Management, 2011.
'How may I help you' programme - MTN Nigeria, 2012.
Institute of Customer Relationship Management - Associate Member.
Work Experience
Customer Service Representative
CNSSL Contact Center Limited
(October 2012 Date)
Job description
Provided information on products and services, recommended options and offered alternative solutions where appropriate.
Resolved an average of 700 inquiries in any given week, exceeding weekly targets by 15% while consistently meeting performance benchmarks in all areas.
Cross-sold services on calls, upgraded customers on service plans, international calling plans and phone/internet packages.
Demonstrated mastery of customer service call script within specified time frames.
Updated existing customer information and entered new information into the system.
Identified and escalated priority issues.
Routed calls to appropriate resource.
Followed up on customers calls where necessary.
Front-Desk/ Operations Officer
Goldcard Hotel & Catering Services Ltd., Lagos
(June 2011-September 2012)
Job description
Managed guest arrival and departure, ensuring the highest standard of hospitality services are provided.
Handled daily phone enquiries and complaints promptly and knowledgeable ensuring complete and accurate information.
Maximised guest experience and exceeded expectations by liaising closely with other departments, particularly housekeeping and concierge.
Ensured flawless front office, lobby, restrooms and managed all customer service functions.
Served 50+ guests daily by providing tailored recommendations for dining and entertainment both inside and outside the hotel.
Supervised the work activities of cleaning personnel to ensure clean, orderly and attractive rooms in lodging facilities.
Assigned duties and investigated complaints regarding house-keeping services.
Coordinated the procurement of house-keeping supplies & equipment.
Assistant Surveyor (NYSC)
Gateway City Dev. Co. Ltd., Isheri, Ogun State
(March 2008 February 2009)
Job description
Boundary survey of landed properties
Plotting of coordinates
Site inspection and supervision
Trainee Surveyor
Hitech Construction Co. Ltd., Lagos State
(April 2006 September 2006)
Job description
Assisted chief surveyor during survey operations such as leveling, alignment and detailing
Carried out quality control of survey data obtained during field operations
Key Competencies
Excellent verbal and written communication
Microsoft Office proficiency
Active listening
Problem solving
Customer focus
Organizational skills
Attention to detail
Time management
Commitment to continuous learning
Interpersonal relations
Team work
Stress tolerance
References: MR PHILIP OGUNLANA
General Manager,
Goldcard Hotel & Catering Services Ltd
11, Martins street,
Lagos-Island, Lagos.
080********, 081644728
MR ADEWALE ADETAYO
Call Centre Supervisor,
CNSSL Contact Centre Ltd,
Plot 12, Mayfair Gardens,
Lekki-Epe expressway,
Awoyaya, Lagos.
Contact this candidate