Teamlead Customer Service
Resume:
PROFILE
I am a service and operations professional with 8 years
experience in customer service and E-Banking channels. I have a proven track record of helping businesses grow their customer base through efficient engagement and retention strategies.
I am looking for a mid-level/senior role in a renowned organization where I can efficiently apply my acquired skills in human resources, customer service and project management. WORK EXPERIENCE
E-Channel Product Specialist/Training Facilitator on E- Channels.
Union Bank of Nigeria PLC June 2013 – Sep 2019
Take ownership of all E-channel support platforms to ensure customers’ satisfaction by utilizing required resources to investigate, resolve and provide adequate responses in a timely manner.
Responsible for maintaining a high level of satisfaction through timely and accurate processing of change orders, expedites/better delivery requests, debit/credit card issues on all E-channel platforms.
Deactivate/Activate and enroll customers on Mobile banking and Online banking. Activate and deactivate tokens for Mobile and Online Banking.
Manage the inside support requirements of multiple E- Channels customers as a single point of contact.
Provide weekly report to supervisor and management highlighting major engagement issues on all available platforms and strategies for turnaround.
Analyze and report customers’ impacting trends, including competitive intelligence to guide management decisions. Collaborate with retail operations, customer relations, corporate applications, enterprise solutions, digital communications and other customer-facing and brand-building business units to drive customer education, acquisition, and retention and loyalty initiatives.
Fraud monitoring on the Mobile banking platform, transaction confirmation, Mastercard monitoring e.tc.
Trained new intakes on all E-channel platforms.
Created PowerPoint presentations with regards to Mobile and online banking.
Facilitated Mobile /Online banking trainings for other departments in the bank.
Compiled shift reports with the use of excel.
EVWODERE, AGOFURE MICHAEL
CUSTOMER SERVICE PROFESSIONAL /PROJECT MANAGEMENT PROFESSIONAL/ECHANNELS SPECIALIST CONTACT
3, Omobola Street off Isiba Oluwo Street,
Egbeda Lagos.
*************@*****.***
https://www.linkedin.com/in/agofure-michael-
evwodere-83062595
PROFICIENCIES, CORE COMPETENCIES,
EDUCATION & BIO – DATA
Application Proficiencies: CRM TOOLS(CISCO,
OPENSCAPE e.t.c) Sprout, Microsoft Office
software, Interswitch Scorebridge, Business/Client Relationship Management CRM, E-Tranzact,
Online Administrator and, Project management
skills.
Core Competencies: People and Resource
Management, Operation Management, Knowledge
of core banking operations, Emotional intelligence, Customer Focus, Clear communication skills, Team
player, Detail oriented, Public speaking, Innovative, Active listening, Data entry, Project planning, Fast learner and Creative.
EDUCATION:
B. SC Economics 2011
Madonna University, Okija, Nigeria
TRAINING AND CERTIFICATION:
Microsoft Dynamics 365 Customer Service (in
view)
Prince2 Foundation Certification by AXELOS
2019
Customer Service Certification
(U-Connect Limited) 2018
Exceptional Service Delivery
(Professional Gems Limited) 2014
Maintain data and information records sufficient for future referencing and which meets company, legal and
regulatory requirements.
Analyze customers’ data for the execution of various customer engagement strategies and guide strategic business decisions using CRM tools.
Social Media Executive
Union Bank of Nigeria PLC June 2013 – Sep 2019
Responding to complaints, requests, and enquires and any mentions on Email and social media platforms like Facebook, Twitter, and Instagram.
Working with other departments to develop social media timelines that coincide with the product release, campaigns, and other brand messages.
Service recovery, damage control and brand management. Ensuring customers’ request and complaint are escalated to the appropriate departments and the branches across the nation to ensure resolution within the Turn around Time
(TAT) promised to customers.
Contact Center Agent
Union Bank of Nigeria PLC June 2013 – Sep 2019
Handled inbound calls; requests, complaints and enquires as first contact and escalated to respective departments in the bank.
Log and Follow up of interactions with customers with retail operations.
Customer management using customer service skills like emotional intelligence, paying attention to detail. e.t.c. Team Lead, Call Center
MTN Nigeria April 2013 – June 2013
Ensured individual agents performed optimally against targets and KPIs, as well as reviewing their performances and providing feedback to the Manager.
Delivered 90% first contact query resolutions within agreed TAT and SLA.
Coordinated activities of customer-facing channels as regards service delivery and customer experience
Tracked the achievement of customer services KPIs, account for the achievement of service levels and targets. Identified and documented new business opportunities, attentive and diligent in daily work habits to recognize lapses in service delivery.
Developed ideas for e-marketing and managing customer base. Provides level one troubleshooting and user support tools to identify or investigates customer issues hence issuing escalations when necessary.
BIO – DATA:
Date of Birth: May 18th 1987
Marital Status: Single
Sex: Male
Hobbies: Travelling, cooking and Music.
AVAILABLE
ON
REQUEST
Contact this candidate