JOAN OMO-OLAOYE

ac8oj7@r.postjobfree.com 437-***-****

Professional Summary

Talented Customer service professional with 10 years of delivering exceptional customer service and achieving customer-satisfaction and customer retention goals. An Independent and quick-thinking team player seeking to contribute my Customer Service oriented skills and drive to deliver results.

Skills

Strong customer relations background

Strong communication and analytical skills and report writing

Computer application proficiency

Ability to work without supervision

Data entry, client assessment analysis

Conflict resolution

Excellent time and crisis management skills (very proactive)

Ability to take initiative and thrives in a fast-paced environment

Ability to set clear and achievable goals

Ability to work effectively with people from diverse cultures and backgrounds

Creative, very Professional, trust worthy and dependable individual with a strong drive for success

EMPLOYMENT HISTORY

Arik Air Ltd, NIGERIA April 2017 – August 2018

Customer Service Team Lead

Improve customer service experience, create engaged customers and facilitate growth

Take ownership of customers issues and follow problems through to resolution

Set a clear mission and deploy strategies focused towards that mission

Develop service procedures, policies and standards

Keep accurate records and document customer service actions and discussions

Analyse statistics and compile accurate reports

Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and advancement

Customer Service Officer – Arik Air International, NEWYORK June 2015 – March 2017

Verified data and accuracy

Responded to customer requests via telephone and email

Supported chief operating officer with daily operational functions

Produced ad hoc reports and documents for senior team members

Entered details such as payments, account information and call logs into computer system

Implemented marketing strategies which resulted in 12% growth of customer base

Skye Bank PLC NIGERIA

Customer Service Training Officer Jan 2009 – May 2015

Created and implemented training programmes for all staff of the bank on customer service

Developed training modules on customer service trainings

Maintained a close-relation with the customer service department on delivering excellent customer service

Administrative duties

Global Telecommunications Limited

Customer Service Officer and floor Representative Jan - Dec 2008

Attended to walking-in customer by taking complains and providing prompt response and showing empathy in the process.

Stock taking and data entry.

Career Zone, Pretoria SOUTH AFRICA

Training Officer Jun -Nov 2007

Providing and maintaining high quality training to internal and external clients

To maintain effective communication with clients to establish training needs

To evaluate the effectiveness of training and modify materials as appropriate

Education

Bachelor of Science (BSc Economics) July 2006

Covenant University, Nigeria

The Career Zone, Pretoria. South Africa

Certificate in Call Centre Communications and Customer Service Skills June 2007

Basic Food Safety and Hygiene Training Feb 2008

Arik Air Customer Care Training May

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