Customer Service Management
Resume:
OMOZOKPEA LILIAN OGECHI
House ** Mobolaji Close, Iyanaipaja Abeokuta, Exp. Way Lagos ad5qit@r.postjobfree.com
Summary
Highly motivated and results-driven professional with a successful track record in customer service management.
Proven ability to build and maintain positive relationships with both customers and employees. Reliable team player with effective Leadership skills. Eager to leverage my extensive experience in managing teams and delivering exceptional customer service management to contribute to the strategic objectives of an organization.
Competence
Strong project leadership experience with problem solving expertise to promote process and system currently in place in the organization.
Skilled in fostering a positive work culture, promoting employee engagement, and driving productivity.
Highly motivated personnel with technical expertise in the areas of customer service and Accounting.
Excellent communication and interpersonal skills, with the ability to build relationships across all level of the organization.
Experience
Customer Service Manager
Vixa Pharmaceutical Co. Ltd
06/2012-02/2024
Key Responsibilities:
Led and supervised a team of customer service representatives, providing guidance, coaching, and performance feedback to ensure exceptional customer service delivery.
Developed and implemented customer service policies, procedures, and standards, ensuring consistency and adherence to regulatory requirements in the pharmaceutical industry.
Oversaw the resolution of complex customer inquiries and complaints, utilizing effective problem-solving skills and a customer-centric approach to maintain high levels of customer satisfaction.
Collaborated with cross-functional teams, including sales, logistics, and quality assurance, to streamline processes, improve service efficiency, and enhance the overall customer experience.
Conducted regular training sessions to develop customer service skills and product knowledge among team members, ensuring a well-informed and capable workforce.
Monitored key performance indicators (KPIs) and implemented data-driven strategies to drive continuous improvement in customer service metrics, such as first-call resolution, response time, and customer retention. Developed and maintained customer relationship management (CRM) systems to effectively manage customer interactions, track inquiries, and analyze customer behavior and trends.
Evaluated customer feedback, market research, and competitor analysis to identify opportunities for service enhancement and product development.
Conducted regular performance evaluations, set goals, and recognized top performers through incentive programs, fostering a culture of excellence and motivation within the customer service team.
Stayed updated on industry regulations and guidelines related to pharmaceutical products and customer interactions, ensuring compliance and adherence to ethical standards.
Prepared reports and presentations on customer service performance, trends, and recommendations for management review and strategic decision-making.
Proactively collaborated with internal stakeholders to identify and implement process improvements, systems upgrades, and customer-centric initiatives to drive operational efficiency and customer loyalty.
Customer Service/ Account Officer
Vixa Pharmaceuticals Co. Ltd 12/2008- 06/2012
Key Responsibilities:
Responded promptly and professionally to customer inquiries, providing accurate and relevant information about pharmaceutical products, services, and pricing.
Assisted customers in placing orders, processing transactions, and coordinating product deliveries, ensuring a seamless and efficient customer experience.
Addressed and resolved customer complaints and concerns, utilizing effective problem-solving skills and a customer-centric approach to maintain high levels of customer satisfaction.
Collaborated with cross-functional teams, including sales, logistics, and product development, to ensure timely order fulfillment and effective communication of customer requirements.
Maintained and updated customer records and databases, ensuring accuracy and confidentiality of sensitive information.
Provided product knowledge and training to customers, healthcare professionals, and internal staff, effectively conveying the features, benefits, and appropriate usage of pharmaceutical products.
Proactively identified opportunities for upselling and cross-selling pharmaceutical products to customers, contributing to increased sales and revenue.
Monitored and analyzed customer feedback and market trends, identifying areas for improvement in service delivery and product offerings.
Stayed updated on industry regulations and guidelines related to pharmaceutical products, ensuring compliance in all customer interactions and transactions.
Preparation of performance analysis report on sales team for target evaluation.
Education
MBA (Human Resources)
National Open University of Nigeria 03/2015
IN VIEW
B.sc ACCOUNTING
Enugu State University of Science and Technology 08/2005
Accounting Conmpetence
Sage 50 Accounting
Magnet ERP (Enterprise Project Business Solutions)
Skills
Customer Service
Team Leadership Communication Skills
Empathy
Customer Engagement and Retention
Time Management
Strategic Thinking
Problem solving & Data Analysis
Customer Focus
Adaptability
Certifications/ Trainings
NYSC DISCHARGE CERTIFICATE 02/2008
Certification in Microsoft office application; Ms Word; Ms Excel; and Internet Browsing, PowerPoint
Data Modeling & Reports (Using Ms. Excel Analysis & Tools) Insight discovery personal effectiveness and leadership training
Referee
Provide under request
Contact this candidate