Effiong Ime Bassey

Phone: 070********

Email: ad0j3d@r.postjobfree.com

EXECUTIVE SUMMARY

Customer Service Representative with experience in managing large number of inbound calls, emails, generating lead sales, identifying and assessing customer needs. Bringing 4 years of experience on the job; with diverse experience in management, loan disbursement and collection, Analysis and product development. building sustainable relationship with customers, providing accurate information by employing the right tools, handling customer complaints, following communication procedures and engaging customers in an interactive manner.

KEY SKILLS

Proficient user of computer and Microsoft packages such as: Office, Word, Excel, Project, PowerPoint, Outlook, etc.

High analytical and intellectual skill

Great team player.

Ability to work under pressure with high level of precision.

Good interpersonal relations and effectiveness.

Excellent communication/ presentation skills.

Ability to work with little or no supervision.

Time management skills.

Leadership and supervisory qualities.

Ability to multitask greatly.

WORK EXPERIENCE

Customer Service experience

Fairmoney Microfinance Bank (April 2022– Till Date) Key Responsibilities:

Receiving customers request/complaint by social media (Facebook,WhatsApp,Instagram), email, live chat, and analysing requests to provide resolution.

Compliance with standard call centre parameters in order to maintain highest level of quality service.

Exceeding the monthly performance objectives including call quality, attendance, punctuality, adherence to procedures.

Proactively inform customers of products and services of the bank by Cross-sell banking products.

Technical trouble shooting and gathering information from customers to identify the root cause of their problem or dissatisfaction, determining appropriate cause of action to ensure the result is a win-win situation for both the customer and the bank.

Maximizing customer satisfaction by ensuring quick and professional service.

Make product recommendation or services to customers based on their needs and preferences.

Employing standard customer centricity strategies for the purpose of retaining customers and building brand loyalty.

Customer Service Experience/Telesales Agent/ Social Media Specialist

OPay (May 2019- April 2022)

Key Responsibilities:

Receiving customers request/complaint by telephone, email, and live chat, analyzing requests to provide resolution.

Identify and assess customers needs to achieve satisfaction.

Build sustainable relationship and trust with customer accounts through open and interactive communication.

Provide accurate, valid and complete information by using the right methods/tools.

Meet personal/customer service team sales targets.

Handle customer complaints,provide appropriate solutions and alternatives within the time limits, follow up to ensure resolution.

Providing weekly and monthly report of the data analysis carried out.

Compliance with standard call centre parameters in order to maintain highest level of quality service.

Proactively inform customers of products and services of the company by Cross-selling the company products.

Working on social media platforms (Facebook and WhatsApp)

Technical trouble shooting and gathering information from customers to identify the root cause of their problem or dissatisfaction, determining appropriate cause of action to ensure the result is a win-win situation for both the customer and the bank.

Exceeding the monthly performance objectives including call quality, attendance, punctuality, adherence to procedures.

Receptionist

MYK Cosmetics

Apapa, Lagos (October 2018 – February 2019)

Key Responsibilities:

• Receiving visitors at the front desk by greeting, welcoming, directing and them appropriately

• Answering, screening and forwarding to incoming calls.

• Receiving and sorting daily emails.

• Direct visitors to the appropriate person.

Administrative Office Assistant

NYSC (National Youth Service Corp ) Ogun State

Independent Electoral commission ( 2017 – 2018)

Key Responsibilities:

Prepare weekly and monthly report include:

• Receiving visitors at the front desk by greeting, welcoming, directing and them appropriately

• Ensured office equipment were properly maintained and serviced

• Answer phone calls, direct phone calls and keep good relationships

• Monitored incoming mails and respond and or forward as requested . EDUCATION

Houdegbe North American University (2013 - 2016)

B.Sc in Business Administration

Oloye Comprehensive College (2007 - 2013)

S.S.C.E

Reference

References are available upon request.

Contact this candidate