Customer Service Delivery
Resume:
ROFIAT OMOWUNMI ALHAMEED
+***(*) 815-***-**** *************@*****.*** Lagos, Nigeria
SUMMARY
With over 3 years of customer service experience, I am adept at driving team performance, process optimization, and sales growth. Expert in collaborating for high-stakes projects and a strong advocate of customer-first policy. I have a track record of excellent service delivery, which is borne out of my ability to identify pain points, simplify processes, and increase customer satisfaction through positive engagements. My commitment to continuous improvement has enabled me to excel in delivering personalized services that always leave a good and lasting impression on customers at every point of interaction. EXPERIENCE
Customer Service O cer 01/2021 Present
United Bank For Africa Lagos, Nigeria
Executes the overall customer service activities within a fast-paced work environment, ensuring the highest standards of service delivery. Handles a wide range of customer inquiries, resolving issues promptly and efficiently to maintain customer satisfaction.
Directly in charge of opening accounts for customers, leveraging in-depth knowledge of KYC requirements to ensure compliance and mitigate the risk of fraud. Monitor and maintain key performance indicators KPIs), implementing strategies to meet and exceed service level agreements.
Radio Presenter 03/2018 12/2020
Tungba FM Lagos, Nigeria
Translated complex ideas into compelling news stories and fact-rich narrations. Manages live broadcasts and communicates with listeners via phone calls, text messages, and social media.
Respond to the audience's inquiries, requests, and feedback in real time, in other to establish a deep connection with them.
HR Intern 01/2017 02/2018
Nigerian National Petroleum Corporation (NNPC Limited) Lagos, Nigeria Collaborated with members of the HR team to carry out various areas of the employee life cycle, such as recruitment, onboarding, and performance management. Participated in interview panels and assisted in completing initial candidate assessments. Implemented dynamic staff scheduling, reducing overtime expenses by 15% while maintaining peak operational efficiency.
Trainee Reporter 09/2015 03/2016
LAGOS STATE TELEVISION (LTV) Lagos, Nigeria
Conducted in-depth research to uncover and translate complex ideas about prominent news stories.
Directly engaged in news sourcing as well as translating complex ideas into news stories and fact-rich narrations.
EDUCATION
Bachelor of Science in Mass Communication 01/2021 03/2024 Bestower International University, Lagos, Nigeria
Higher National Diploma in Mass Communication 01/2017 03/2019 Lagos State Polytechnic Lagos, Nigeria
National Diploma in Mass Communication 01/2014 03/2016 Moshood Abiola Polytechnic Ogun, Nigeria
Senior School Certificate Examination 09/2008 07/2014 AL-Awwal College (WASSCE/SSCE) Ogun, Nigeria
KEY ACHIEVEMENTS
Process Improvement
Spearheaded the overhaul of the
account opening and KYC
documentation process, reducing
processing time by 30% and
enhancing customer satisfaction
First Contact Resolution
Resolved an average of 50
customer complaints daily with a
first-contact resolution rate of 90%,
leading to improved customer
loyalty and satisfaction.
Onboarding and KYC
Compliance
Individually oversaw all customer
onboarding and initial KYC
documentation reviews, effectively
reducing exposure to compliance
risks and ensuring adherence to
company policies and regulatory
standards.
SKILLS
Effective listening and communication
CRM Software Retail Operations
Empathy Staff Training & Development
Time Management Sales Forecasting
Effective Problem Solving
Project Management
Microsoft Office Suite
COURSES
EF SET English Language
Proficiency
C2 Level Advanced)
E ective Communication and
Customer Management Course
In-depth study on communication
dynamics and effective customer
management in high-pressure retail
environments.
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