Customer Service Representative/ administrative officer/ Receptionist

PHILOMINA ACHAKPOKRI

CUSTOMER SERVICE REPRESENTATIVE ADMINISTRATIVE OFFICER

*********.**********@*****.*** 780-***-**** Alberta, Canada Professional Profile

Seasoned Administrative / Customer Service Officer with 15 years of experience in diverse financial and non- profit organizations. Expertise in strategic planning, process improvement, and team leadership, with a proven track record in customer service management and cash handling. Seeking to leverage skills in administrative coordination, stakeholder relationship management, and customer service to enhance operational efficiency and client satisfaction. Core Skills

Technical Skills:

• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) Organizational Skills:

• Expertise in task prioritization and time management.

• Mastery in resource allocation and budget management.

• Proficiency in project management and strategic planning.

• Ability to streamline and optimize processes for efficiency. Interpersonal Skills:

• Strong empathy and emotional intelligence.

• Superior negotiation and conflict resolution abilities.

• Problem-solving and critical thinking prowess.

• Exceptional communication capabilities, both written and verbal. Operational Skills:

• Proficiency in office management, including inventory control, vendor management, and equipment maintenance.

• Experience with event planning and coordination.

• Ability to handle confidential information with discretion.

• Adaptability in fast-paced environments and expertise in multitasking. Leadership Skills:

• Team leadership and staff mentoring.

• Ability to inspire and motivate teams.

• Proven track record in decision-making and delegation. Work Experiences

Walmart, Whitecourt, Alberta, Canada

Job Title: Cashier

Duration: 06/2024-Date

Responsibilities

• Greet all customers in a friendly and polite manner and friendly manner

• Processes all purchases transaction in a timely and efficient manner

• Promotes Company Sponsor Program (Credit Card service, product protection and charity initiatives.

• Assists customers with bagging and loading of merchandise.

• Ensures safe work practices are followed including proper lifting and keeping a clean work area.

• Maintains register security and integrity through diligent cash handling, adherence to relevant company policies and awareness of surroundings.

• Refers appropriate service and transactional items to a Customer Service Manager as required. Life Medical Clinic, Whitecourt, Alberta, Canada

Job Title: Receptionist/Medical Office Assistant

Duration: 01/2024-04/2024

Responsibilities

• Assist physicians and staff with patient education, clinic procedures, and administrative duties as deemed fit.

• Utilize the Electronic Medical Record System to schedule appointments, prepare reports, create and pay invoices, sort and create letters and forms.

• Optimize the EMR system by inputting information with a 100% accuracy

• Greet patients and answer phone calls in a friendly manner

• Record bookings, handle debit card and cash payment, issue receipts.

• Work with patients to complete intake forms, documents and process data entry information required to update medical records

• Operate medical and office equipment including autoclave, urinalysis, scanner and fax machine.

• Clean and organize all work areas.

• Collect height, weight, blood pressure and medical histories from patients. on occasion John Taiwo Ajayi Foundation, Abuja, Nigeria

Job Title: Administrative Officer

Duration: 01/201*-**-****

Responsibilities

• Devised and executed strategic administrative plans congruent with organizational objectives, enhancing efficiency and effectiveness.

• Analyzed, proposed, and implemented improvements to existing administrative procedures, optimizing process flow and productivity.

• Managed resource allocation, including staff, equipment, and budgets, ensuring optimal utilization and organizational alignment.

• Prepared and presented detailed program status reports to senior management, ensuring comprehensive documentation of all program activities and administrative processes. Eco-Bank Nigeria PLC, Ibadan, Nigeria

Job Title: Cash Management Officer

Duration: 07/2012-10/2012

Responsibilities

• Streamlined administrative operations for tellers, enhancing transactional accuracy by 20% through the introduction of effective best practices.

• Implemented an innovative automated vault tracking system, which significantly improved cash management efficiency, reduced discrepancies, and optimized cash distribution strategies, leading to improved customer satisfaction and accurate daily balances.

Eco-Bank Nigeria PLC, Ibadan, Nigeria

Job Title: Customer Service Officer

Duration: 01/2012-07/2012

Responsibilities

• Managed the administrative customer service team, implementing policies and procedures that boosted efficiency and customer satisfaction; significantly improved the management and accuracy of customer records in compliance with data protection regulations.

• Analyzed customer feedback, generating comprehensive reports on service performance metrics which informed strategic decision-making; adeptly coordinated with various departments to address and resolve customer queries and complaints.

• Respond to customer inquiries via phone, email, and chat, ensuring prompt and effective resolution of issues.

• Provide product knowledge and assistance to customers, contributing to a 80% increase in customer satisfaction scores.

• Collaborate with cross-functional teams to address complex customer concerns and improve overall service delivery.

• Utilize CRM software to document interactions, track issues, and maintain accurate customer records.

• Upsell additional products, resulting in a 75% increase in revenue. Oceanic Bank International, Ibadan, Nigeria

Job Title: Customer Service Officer

Duration: 01/201*-**-****

Responsibilities

• Successfully managed the administrative customer service team, implemented new policies and procedures, leading to increased efficiency, productivity, and client satisfaction.

• Oversaw customer records management ensuring data accuracy and compliance with regulations, analyzed customer feedback and produced performance reports, and facilitated inter-departmental collaboration to resolve customer inquiries and issues.

• Assisted customers with technical issues, troubleshooting problems, and providing step-by-step guidance.

• Conducted follow-up calls to ensure customer satisfaction and gather feedback for process improvement.

• Achieved 85% improvement in first-call resolution through effective problem-solving and communication skills.

• Consistently met or exceeded monthly performance targets for customer satisfaction and response times. Oceanic Bank International, Ibadan, Nigeria

Job Title: Customer Service Representative

Duration: 08/2008-12/2010

Responsibilities

• Managed comprehensive account services including the creation of new accounts, closure of inactive accounts, and modification of existing accounts, ensuring accurate record maintenance.

• Handled internal and external inquiries, including those from other banks, efficiently addressing concerns, and facilitating information sharing about various services, while also serving as a liaison between customers and different bank departments.

• Assisted with the administration of shareholder records, processing share offer and bond applications, and resolving customer inquiries and complaints, requiring meticulous scenario analysis. Oceanic Bank International, Ibadan, Nigeria

Job Title: Cashier

Duration: 12/2007-07/2008

Responsibilities

• Optimized front desk operations by maintaining transaction alignment with operational guidelines and promptly addressing customer complaints, ensuring a high level of customer satisfaction.

• Effectively managed the vault register, oversaw cash handling between vault and cashiers, and supervised cashiers and bulk tellers, resulting in seamless cash administration across branches. Education

B.Sc./ Geography and Regional Planning (Second-Class Upper Division) – WES Evaluated 2000 – 2004 Delta State University, Nigeria

References: Available on Request

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