firstname.lastname@example.org • 647-***-****
Innovative, creative, and driven Customer Service Team Leader with over 10 years of solid experience in exceeding operational expectations, improving customer retention, and managing teams of professionals. Well known for organizational leadership as well as administrative and operations management abilities.
Lead projects throughout various departments while overseeing time-lines, deliverables, and required reporting. Ensured timely and accurate processing of all customer inquiries while addressing operational service issues.
Leverage successful customer relationship management while ensuring improved customer satisfaction, efficient issue resolution, and accurate troubleshooting.
Analyse revenue growth trends and implement strategies for new business acquisition and sales growth across client accounts. Maintain weekly and monthly sales reporting while overseeing accurate sales documentation.
Create and produce communication pieces across social media platforms to improve branding and sales revenue.
Utilize technical proficients in Microsoft Office, CRM, and Database Management to optimize accuracy and efficiency.
IKEJA ELECTRIC, PLC., Nigeria
Revenue & Billing Team Leader, 2015 Present
Oversaw meter reading and bill distribution while maintaining optimum efficiency and accuracy. Resolved inquiries and complaints while leveraging due diligence, maximizing retention, and improving client relationships. Maintained records organization and administered company systems management to ensure prompt troubleshooting and issue resolution. Facilitated internal and external communications while utilizing email and social media channels.
Reduced ATC&C Loss from 61% to 41%, achieving the transition from a loss position to a profit position.
Increased Collection Efficiency from 63% to 80% and improved Customer Response Rate from 70% to 80%. Significantly decreased customer complaints through the implementation of customer care strategies.
Ensured 100% cash collection, 80% Non-Maximum Demand (Non-MD), and zero tolerance of prepaid meter tampering, reducing the number of free riders.
Increased customer population base from 97K to 127K. Improved billing efficiency from 80% to 90%.
Acted as Interim/Relieving Branch Manager during their period of annual leave.
Meter Reader & Customer Care Team Leader 2014 -- 2015
Delivered courteous, consistent, and professional customer service to new and existing clients. Provided direction and leadership as an individual while contributing to the successful accomplishment of shared operational goals. Completed daily meter reading. Oversaw schedule allotments for Energy Sales Representatives (ESRs) as well as daily reporting.
Oversaw records and database management, including bills distribution, bills dispatch control, and prompt submission of meter reading sheets. Ensured accuracy while reviewing and amending records and reviewing the accuracy and relevancy of all data.
Ensured 80% collection efficiency for Non-MD customers, reducing the number of free riders.
Improved billing efficiency from 60% to 73%, and collection efficiency from 57% to 70%.
Increased customer base from 17.5K to 25.5K.
POWER HOLDING COMPANY OF NIGERIA, PLC., Nigeria
Marketing Manager, 2012 -- 2014
Coached and mentored a team of high-performing professionals. Assisted customers with the successful set-up of the Pre-Paid Meter (PPM) vending system. Authenticated vending documents while completing verification for accuracy. Prepared and presented daily, weekly, and quarterly reporting regarding recommendations for revenue collection.
Analyzed data trends to provide insightful recommendations and opportunities for improvements. Built and maintained relationships while leveraging consultative skills to improve sales and achieve revenue growth.
Decreased non-vending customer base from 30% to 18%.
Marketing & Liaison Officer, 2009 -- 2012
Utilized client research to acquire new leads while networking and expanding professional relationships. Oversaw CRM system management, social media analysis, and communications initiatives. Drove customer satisfaction and managed performance expectations at all business levels.
Maintained collection levels of 80% for Non-MD customers and 100% of MD customers.
Created, developed, and produced communication pieces and social media campaigns. Reduced customer complaints by 10%.
Directed projects and work-flows through different departments and brand-specific programs.
Marketing Officer Power Holding Company of Nigeria, PLC, Nigeria
Sales Specialist Pera/Beam Division of UACN, PLC, Nigeria
Administration Officer Brashma Nigeria Ltd., Nigeria
Higher National Diploma/Bachelor Of Business Administration
Yaba College of Technology, Nigeria
National Diploma of Business Administration
Lagos State College of Science and Technology, Nigeria
Investment Funds in Canada Certification (IFIC) Canadian Securities Institute, 2018
Professional Excellence in Financial Services Certification Seneca College, 2018
Accountability and Motivation Certification Upskills for Work, 2018
First Responder Emergency First Aid & Heart Saver CPR Certification Expires March 2021
Training & Professional Development
Intensive Marketing & Reinforcing Sales Strategies, 2015
Customer Care Service & Marketing Engagement, 2014
Strategic Evaluation of Existing Customers, 2013
How to Increase High Net worth Customers, 2013
Reporting Analysis using Access, June 2012
Magic of Finding, Winning, and Retaining Business Customers, 2009
Managing Sales Accounts, Professional Selling Skills, and Negotiation Skills
Awards & Affiliations
Associate Member, National Institute of Marketing of Nigeria
Associate Member, Nigerian Institute of Management
Best Revenue & Billing Specialist for the Year, Ikeja Electric, PLC., Nigeria
Best Commercial Staff for the Month, Ikeja Electric, PLC., Nigeria