Customer Service Representative

AYO BISAH

*** ******** ********, ******, ** S*R *C8 ********@*****.*** +1-306-***-****

Introduction

A resilient, passionate and meticulous customer service professional with 7+ years of experience assisting customers, responding to customers’ complaints and inquiries online interface and telephone. Consistently improve customers satisfaction through expert conflicts resolution, patient and clear communication. Proven leadership and interpersonal skills to troubleshoot issues and resolve them quickly while maintaining best customers care practices and positive attitude.

Motivated by customer feedback and committed to process changes that meet and exceed customer satisfaction and productivity goals. Hardworking and result driven, familiar with customer services software, data entry applications, and customer relationship management to excel in a fast-paced environment that encourages innovation and teamwork.

Skills

Written and Oral communications Ability to learn fast Very courteous and reliable

MS Word, Excel and PowerPoint Ability to Multi-task Highly flexible and adaptable

Attention to details Customer Focus Conflicts resolution

Customer relationship management Attention to detail Patient, calm and tenacious

Self-motivated team player Good negotiation Data and database management

Goal Oriented and result driven Good Time Management Proficient in CRM software

Career and Work History

Data Analyst and Customer Service Representative

Total Exploration & Production Ltd., Lagos May, 2011 – Dec., 2018

Reviewed and resolved an average of 250 inquiries or requests in any given week, exceeding the company’s performance benchmark.

Coordinated a team of 20 CSR in new and existing offices.

Managed information of over 2000 customers’ account, billing information, orders and process returns within SLA.

Collected customers feedback and made process changes that enable the company meets customer satisfaction goals

Investigated complaints, requests and escalated accordingly for prompt intervention with follow up calls or emails.

Achieved customer satisfaction rating of 100% for effective management of orders, requests and track deliverables that meet customers’ need between 2016 to 2018.

Earned reputation for delivering exceptional customer services determined by external auditors and company’s survey

Commended for accurate and appropriate information response to customer inquiries.

Designed business continuity plan to mitigate lost time during any incidents or disaster

Maintained effective data collection and exchange that ensures data integrity, validity and availability.

Developed a workflow that reduced invoices and claims verification by 60%, rated the best process workflow in the department.

Supported over 100 users of Petrel, Geolog, Gadama, ArcGIS, SharePoint, LogDB, Eureka and Esearch applications with technical issues regarding system failure.

Mentored and Trained both new and established employees on user support, customer relationship management and team building.

Education and Professional Development

Certificate of completion: Microsoft Power BI training

Risk and Human factors training – PEA Consulting, November 2011

Data reconciliation using MS Excel – Rotnik Tech Consult Ltd. Nov 2017

Data and Document management training - Schlumberger, Lagos, - August 2012

Bachelor., Kogi State University, Nigeria-2003 (Equivalence of Canadian BSc as assessed by WES)

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