Customer Care Service

ABIMBOLA IBUKUNOLUWA AKINDELE

**A, Roberts Street, Magodo GRA, Lagos 081********, 090******** ******************@*****.***

Professional Summary

A personable and dependable Customer Service professional, with over five years of diverse experience in providing exceptional Customer Experiences at varying levels; to leading financial institutions and to individuals; demonstrating a commendable ability in ensuring maximum customer satisfaction. Trained in different sub-fields of Customer Service and communication.

Skills

Exceptional communication skills

Written and verbal proficiency in English language.

Quick learning ability

MS Office expert

Mystery Shopping Expert

Accomplishments

One of the best two at the hospitality organisation I worked with; guests exhibited a high level of confidence in me as a result of my excellent service provided which, of course, kept the revenue of the organisation flowing in.

Training of new intakes at the service audit firm was made my responsibility after proving myself worthy of such responsibility by my quick learning ability and high productivity.

Helping to create practical and logical scenarios for mystery shopping exercises.

Work History

Service Quality Analyst, April 2017 to date.

Rhodium & Lambert Consulting Limited – Magodo, Lagos

Performing regular service audits for prominent Commercial Banks (First Bank, Union Bank, Access Bank, Heritage Bank, GTBank and Wema Bank) to measure customers’ satisfaction.

Engaging in Mystery Shopping activities to identify development needs with appropriate training.

Prepare detailed report and analysis using stipulated measures and standards.

Prepared training slides; particularly for practical mystery shopping scenarios and trained new analysts as well.

Guest Relationship Officer, November 2014 – April 2016

Savannah Hotels, Ilorin, Kwara.

Ran shifts of manning the Front Desk Office where guests are received, bookings/reservations made and checking in of guests done electronically and digitally.

Led the Front Desk Team as appointed by the management; coordinated operations at the desk and reported to the Head of Operations.

Regularly handled corporate and social gatherings held in the hotel conference hall and supervised catering services for such events.

Customer Care Representative, April 2014 – November 2014

MTNConnect Store, GRA Ilorin, Kwara.

Treated complaints and queries brought by the network subscribers.

Sold the products of the brand (MTN) to existing and prospective customers and persuaded them to commit to the purchase of such products.

Completed service processes for customers and escalated issues as required.

Trainee Broadcaster, October 2013 to March 2014

Ogun State Broadcasting Corporation (OGBC 2), Abeokuta, Ogun.

Underwent in-house training with the Director, Programs Department, for 3 months.

Co-hosted a chit-chat program (Lunch Break with the stage name Lady Dynamic) after the 3 months training, for another 3 months.

Served as Duty Continuity Announcer on the night belt and read late night news

Voiced jingles and voice-overs.

Education

Basic Radio Presentation, 2016

National Broadcast Academy, Ikeja, Lagos State.

Bachelor of Arts: English Language, 2012 – 2nd Class Honours (Lower Division)

Obafemi Awolowo University – Ile-Ife, Osun State.

SSCE, 2007

Patterson Memorial Baptist Grammar School – Abeokuta, Ogun State

First School Leaving Certificate, 2001

Helen-Hope International School – Abeokuta, Ogun State.

Interest

Reading, Thinking and Movies.

Additional Information

Gender – Female.

References

References available upon request.

Contact this candidate