STEPHANIE OKOTIE

(+***) 803-***-****; ad2kyf@r.postjobfree.com

Professional Summary

Energetic customer service executive with years of experience resolving complex customer complaints and inquiries. Passionate about building strong customer relationship, driving brand loyalty and increasing customer engagement.

Skills/Competence

Adaptability

Ability to use positive language

Clear communication skills

Self control

Taking responsibility

Patience

Effective listening

Attentiveness

Willingness to improve

Knowledge

Time management

Being detailed – oriented

Continuous Professional Development

Customer service Par Excellence

Customer Service Foundations

ISO 9001:2015 quality management Awareness

Password safety security awareness

Emotional intelligence

Microsoft information protection

Cyber security awareness

Academic Qualifications

2007 Ambrose Alli University – BA in history and international studies.

Professional Experience

Eko Electricity Distribution – July 2019 – Till Date

Customer Service Consultant

Understanding the client's needs and requirements.

Asking personal details from the clients.

Identifying client’s concerns and queries.

Explaining products and services offered by the company.

Taking orders from the clients.

Processing bills and payments.

Resolving any complaints and issues.

Answering all the questions faced by the clients via phone or email.

Offering excellent customer service and ensuring customer satisfaction.

Maintaining a detailed record of the client's complaints.

Assisting in hiring and training new employees.

Performing some managerial tasks as and when required.

Maintaining a healthy relationship with the clients.

Maintaining customer database for future reference.

Providing effective assistance during high-volume calls.

Adhering to all the rules and regulations of the company.

Staying up to date with the latest trends in the customer service industry.

Brayan and Rayan Asset Limited – March 2016 – July 2019

Customer service representative

Maintaining a positive, empathetic, and professional attitude toward customers at all times.

Responding promptly to customer inquiries.

Communicating with customers through various channels.

Acknowledging and resolving customer complaints.

Knowing our products inside and out so that you can answer questions.

Processing orders, forms, applications, and requests.

Keeping records of customer interactions, transactions, comments, and complaints.

Communicating and coordinating with colleagues as necessary.

Providing feedback on the efficiency of the customer service process.

Managing a team of junior customer service representatives.

Ensure customer satisfaction and provide professional customer support.

Visafone Communications Limited – Aug 2010 – March 2016

Customer service representative

Manage large amounts of incoming phone calls

Generate sales leads

Identify and assess customers’ needs to achieve satisfaction

Build sustainable relationships 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 and call handling quotas

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

Keep records of customer interactions, process customer accounts and file documents

Follow communication procedures, guidelines and policies

Take the extra mile to engage customers.

Flameshield Nigeria Limited – Aug 2009 – Aug 2010

Customer Care Support

Fire and safety presentations

Provided health and safety training to corporate organisations

Generated revenue for the company

Managed corporate customers

United Bank Of Africa –August 2008 – August 2009

Relationship Customer Officer

Develop and implement customer centric processes/enhancements to drive service usage.

Monitor the service satisfaction of member Banks by conducting internal / external Agent surveys, benchmarking the activities of major market players and cross-referencing market best practices

Review, dissect and rectify issues arising from complaints and / or regulatory requirement that may impact customer satisfaction and ABC’s reputation, whilst taking the opportunity to translate them into effective programme and process enhancement initiatives

Build and maintain profitable relationships with all stakeholders/clients.

Resolve customer complaints quickly and efficiently.

Keeping customers updated on the status of resolution of their key concerns/ complaints. the latest products to increase sales.

Prepare monthly customer service performance reports for all stakeholders.

Organize and spearhead quarterly service review meetings with key stakeholders to understand the customers’ individual needs and address the same accordingly.

Expand the customer base by upselling and cross-selling.

Champion the use of CRM program amongst all stakeholders/ customers.

Knowing your competition and strategizing accordingly.

REFERENCE

Available on Request.

Contact this candidate