Customer Service Representative

JANE AINA

*************@*****.*** 437-***-**** Ontario

PROFESSIONAL SUMMARY

Customer-focused and detail-oriented customer service representative with seven years of experience in the financial institution sector. Proficient in handling customer inquiries, resolving issues, and providing information about banking products and services. Strong communication skills, with a proven track record of maintaining high customer satisfaction and meeting performance targets.

SKILLS

Exceptional listening skills and ability to empathize with customers to understand their needs and concerns.

Proficient in multitasking and navigating computer systems, applications, and multiple screens with speed and accuracy.

Digital literacy across various devices, including smartphones, tablets, laptops, and headsets.

Flexibility, resiliency, and a positive attitude when responding to challenging situations.

Ability to work both independently and as part of a team.

Integrity in managing sensitive customer information according to regulatory and compliance guidelines.

PROFESSIONAL EXPERIENCE

Rexcredit Limited, Lagos Nigeria

Customer Service Associate March 2021 – July 2023

Implement strategies to deepen existing client relationships. Identify, troubleshoot, and resolve issues for an average of 200 calls per week. Demonstrate active listening and attention to detail, understand and clarify client concerns while maintaining confidentiality. Develop customized solutions to meet each customer's unique needs in accordance with banking standards and industry regulations.

Key Contributions:

Exceeded key performance indicators, consistently hitting over 90% of monthly scorecard targets and repeatedly recognized for excellent customer service delivery.

Promote learning and development; mentor and motivate peers, model best practices, and create job aids to standardize responses and optimize productivity.

Employ de-escalation techniques and strong problem-solving skills to bolster client satisfaction.

Maximize profitability; engage prospective customers, build rapport and trust, and connect them to banking products that match their needs to achieve 70% of the monthly revenue target.

Renmoney Bank, Nigeria

Client Processing Specialist June 2019 – March 2021

Possessed in-depth knowledge of company products and services, staying informed about industry trends and competitors to provide clients with relevant information and recommendations.

Produced, monitored, and analyzed client-related data and reports to identify areas for improvement and optimization, proactively addressing any potential issues or challenges that may impact client satisfaction.

Handled customer application forms, ensuring all required information is collected and processed efficiently.

Facilitated inter-fund transfers of client/member assets, adhering to established procedures and regulations.

Managed cash withdrawals and transfers between registered plans, coordinating with other financial institutions as necessary.

Conducted thorough cheque reviews and ensured prompt and accurate mailing to designated recipients.

Prepared member disclosures and took appropriate action at the default stage to ensure compliance with regulatory requirements.

Renmoney Bank, Nigeria

Customer Service Representative November 2015 – June 2019

Delivered high-quality customer support via phone, email, and chat, ensuring swift resolution of customer complaints.

Assisted in training new call center agents on banking products, services, and best practices.

Developed and updated call scripts to improve customer service efficiency and accuracy.

Maintained detailed records of customer interactions and transactions in compliance with banking regulations.

Achieved high performance scores in quality assurance.

Managed an average of 70inbound/outbound calls daily, addressing customer inquiries about account balances, transactions, and bank services.

Resolved customer complaints and issues efficiently while maintaining customer satisfaction.

Assisted customers with online banking, mobile app navigation, and troubleshooting technical issues.

Provided detailed information about banking products, such as loans, credit cards, and savings accounts.

Accurately recorded and updated customer information in the CRM system.

Consistently met or exceeded monthly performance targets for call handling time and resolution rates.

EDUCATION

Distinctions in Diploma in Global Business Management, Conestoga College, 2024.

Bachelor of Science (Hons) in Mass Communication, Bowen University, 2009

CERTIFICATION

Chartered Institute of Personnel Management (CIPM) 2019

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