Customer Care Service
Resume:
MOFUNANYA UGOCHUKWU ANTHONY 080********,080********,090********
* ******* ******,*****,********,Lagos
******************@*****.***
28th September 1980 OBJECTIVE
To strive for excellence and precision, attaining distinct professionalism in all circumstances.
INSTITUTIONS ATTENDED WITH QUALIFICATIONS/GRADE
Enugu State University of Science of technology, Enugu, Enugu state.
B.Sc Economics (Second class lower) 2005 JOB EXPERIENCES
-Union Bank/Philips Outsourcing Services Nigeria Limited Oct’ 2013 - Sept' 2014
Job title – Contact centre online customer care representative/agent. (Inbound/outbound/e-mail desk) *Telesales/cross-selling of union bank’s products and services to prospects and customers.
*Rendering customer care services and assistance/advice to union bank customers.
*Query/complaint escalations, resolutions and follow-up on accounts/general issues.
*Customer satisfaction telephone survey.
*Assisting customers with their mobile and internet banking setup issues/compliant resolutions.
*Monitoring customer’s live transactions with their master cards.
*Meeting quantitative and qualitative KPIs
-Diamond Bank/U-connect Telecommunication Services Limited. January 2013 – August 2013
Job title – Contact centre online customer care representative/agent. (Inbound and outbound)
Job description: Receiving calls/queries from diamond bank customers and prospects. *Telesales/cross-selling of diamond bank’s products and services to prospects and customers.
*Rendering customer care services and assistance/advice to diamond bank customer.
*Query/complaint escalations, resolutions and follow-up on accounts/general issues.
*Visa credit card activation/blocking/pin change and enquiry feedback to customer.
*Customer satisfaction telephone survey. *Assisting customers with their mobile and internet banking setup issues/compliant resolutions.
*Meeting quantitative and qualitative KPIs
-MTN Nigeria/Communication Network Support Services Limited 2011 – 2012
Job title: Contact Centre online customer care representative/agent.
Job description: Receiving calls/queries from MTN subscribers.
*Telesales of MTN products and services.
*Rendering customer care services to MTN subscribers.
*Query/complaint escalations, troubleshooting, resolutions and follow-up on network/general issues.
*Meeting quantitative and qualitative KPIs
-Fidelity Bank Plc. 2009
Job title: Relationship Officer.
Job description:
*marketing/sales of bank Services and products.
*Updating the daily financial register for the branch.
*Organisation of account opening documents/documentation.
*Compilation of the branch’s monthly foreign exchange transaction report.
*Compilation of branch’s individual weekly performance report.
*Representing the branch at the regional consumer banking meetings.
*Compilation of the branch’s affinity banking reports and presentation.
*Preparing loan collateral release & term deposits for customers.
*Customer management/ financial advisory.
-Leadcapital Limited Lagos,Lagos state 2008
Job title – Database officer.
Job description – Sourcing and collation of companies financial statements using Microsoft excel.
-National Youth Service Corp 2007
Scib Nigeria & Co. Limited Lagos, Lagos state.
Job title – Client service unit 3 Assistant accounts officer.
Job description – Clients’ insurance claims registration & processing.
Clients’ insurance policy register (documents) renewal and amendment.
Raise of debit note/matching of credit note & updating the intranet claims register.
-Independent National Electoral Commission 2007
[INEC]Ad-hoc staff
Job title - Registration officer 1 Job description – Voters registration TRAININGS ATTENDED/CERTIFICATES OBTAINED
MTN online customer care representative training.
Basic banking operations / Induction training course.
Personal effectiveness & marketing business communication/selling skills workshop.
Basic accounting and financial analysis.
Service quality institute’s exceptional service training.
SOFTWARE/COMPUTER SKILLS
Computer appreciation, Excellent typing speed skill, Ms Windows, Ms Office, Excel, Power Point & Coral draw.
Finnacle, Siebel crm tool and Citrix (MSCC and FIMI)
Scorebridge and SAP BusinessObject. PERSONALITY TRAITS AND SKILLS
Comprehensive understanding and knowledge of using Customer Relationship Management (CRM) software to deal with incoming calls
Excellent customer care service skills with poise, presence and emotional stability.
Innovative and ownership skills, high level of confidentiality and integrity.
Good oral and written communication skills with a strong interpersonal skill.
Good team spirit and ability to develop plan & organise ideas.
Commercial and financial astuteness.
LANGUAGE SKILLS
Fluent in English and Igbo languages.
REFERENCES
Mbaekwe Cabana
Network and Facility Supervisor
Interconnect Clearing House Nigeria Limited
Netcom Building, 15 Marina Lagos.
Macmillan Okechukwu Igbo LL.B (Hons) B.L
Legal Practitioner
Macmillan Igbo & Company
Suite FF08, Noble Plaza, area 10,Garki Abuja
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