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Customer Service Social Media

Location:
Lagos, Lagos, Nigeria
Posted:
June 20, 2019

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Resume:

AKANDE, KAYODE ISRAEL

070******** ac9nik@r.postjobfree.com,

081******** ac9nik@r.postjobfree.com

**/**, ***-*** ******,Ijesha,Surulere Lagos state.

JOB OBJECTIVE

Customer service professional seeking a management role. Skilled in training staff and establishing a rapport with clients. Self-motivated with exceptional communication and computer capabilities.

PERSONAL DATA

Nationality: Nigerian

Date of Birth: 13th March 1992

Sex: Male

Marital Status: Single

Language: English and Yoruba

WORK EXPERIENCE

November 2018– Till date UNITED BANK FOR AFRICA

Plot 1662, Oyin Jolayemi Street

Position Held: (Customer Transformation Expert)

Analyse data and distil out managerial reports to explain service failures and proffer solutions for all customer interaction touch points on all UBA products and e-channels.

From the data analysed, i prepare board reports that show the functionality and efficiency of all units and their performance.

Prepare trend reports that reviews our efficiency within the periods analysed and forecast the minimum outcome in the near future

Benchmark other units/financial institutions to measure our competitiveness with the benchmarked units/financial institutions and proffer best practice.

Deploy and analyse monthly surveys to customers for process improvement, staff engagement/experience, product evolution, and overall customer experience.

Reduce frequency of customer complaint by 75% through process improvement strategies

Develop a sustainable sensitisation campaign tagged ‘did you know’ to empower

Customer-facing staff and to improve service delivery across the bank

Successfully deployed product and service survey to customers for constant feedback, product evolution, and process improvement

Examine and analyse market trend to give financial and investment advice that will benefit the organisation

Analyse business operations, trends, costs and obligation to project future revenue and expense or to provide advice

Provide feedback regularly on the effectiveness and soundness of policies and procedures of the customer service department.

February 2017 – October 2018 UNITED BANK FOR AFRICA

Position Held: Customer Service Email/Inbound/ Telemarketing/Resolution Team Member

Attend to customers’ complaints, enquiries and request via email, social media, telephone calls and the live-chat platform.

Liaise with the necessary units and various bank and inter-banks settlement units (Interswitch,NIBBS(Nigeria interbank settlement unit), E-transact. etc) to make sure customers complaints are resolved.

Follow up through with customer’s complaint till the end

November2016–February 2017 GUARANTY TRUST BANK

Position Held: Account Officer

Respond to customer inquiries and complaint.

Selling and cross selling of the banks product.

Ensure customer satisfaction.

Build customer relationships.

Promote bank products and services.

Managed and promoted business relationships with new and existing customers helping company increase sales and revenues.

Capture new accounts

Maintain customer database and update periodically.

Maintain account payable log that is sent to management weekly

GUARANTY TRUST BANK February 2012 – February 2013

(Customer Service Officer)

KLASSMATE MICROFINANCE BANK November2011–February2012(Sales Rep)

KEYSKILLS

Account Management

Data Analysis

Microsoft Outlook, Word and Excel

Strong client relations

Exceptional communication skills

Effective problem solver

Adherence to high customer service standards

STRENGTH AND VALUES

Socially Responsible

Customer Experience Oriented

Integrity and Transparent

Time Management

Effective Decision Making

Self-Motivated

Flexible and highly trainable

EDUCATION BACKGROUND

The Bells University of Technology

BSC Business Administration (Human Resources Management option)

January 2019

Federal Polytechnic Ado Ekiti,Ekiti State.

Higher National Diploma (Accounting) 2013-2015

Federal Polytechnic Ado Ekiti,Ekiti State.

National Diploma in Accounting 2009-2011

Good Foundation College,Ijaiye Lagos

Senior school certificate 2007-2008

Lagos State Model College, Meiran Lagos

Senior school certificate 2001-2006

Anuoluwapo Primary School Oke odo Lagos

Primary school certificate 1997-2001

TRAININGS \ CERTIFICATIONS

CHARTERED INSTITUTE OF CUSTOMER RELATIONSHIP MANAGEMENT 2016

CHARTERED INSTITUTE OF PERSONNEL MANAGEMENT IN VIEW

INTERESTS

Travelling

Reading Books

Listening to Music

REFEREES

Mrs. Oshowo Edileola Mrs. Idowu

Civil Servant, Civil Servant,

6, Isola Olaluwoye Street, 1-2, Ayetolu,

Sango Ota, Ekoro Road FEMKAT,

Ogun State, Abule-Egba, Lagos

Tel: 080******** Tel: 080********



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