Customer Service Marketing

Angela Ikeneche

** ****** ***** ******, ******* Ketu. Lagos.

Phone: 080********, 080******** Email: **************@*****.***

BRIEF SUMMARY

Experienced Customer Service Officer with a demonstrated history of working in the banking and E-commerce industry. Skilled in Customer Service, Microsoft Word, Customer Retention, and Startup Environment. Strong support professional with Result Oriented focused in Marketing

CORE COMPETENCIES

Customer Service

Result Oriented

Detailed and Organized

Merchant Relationship

PROFESSIONAL EXPERIENCE

CHAMS PLC -NAIJAMARKET

Customer Experience/ Reconciliation Process March 2019 – present

Set up and Implemented customer service desk

Manages and oversee the company's online customers and responding to emails and chat box

providing exceptional customer service and retail assistance both online and offline

Updating complaint and issues registered.

Preparation and distribution of customer survey, collating survey to prepare customer core value.

Ensures that standards, and practices for both business-to-business and business-to-consumer e-commerce models are met.

Suggested a new tactic in converting customer’s abandoned chart to sales resulting in a 10% increase in sales

Resolving payment issues on the website and settling /reconciling vendor’s payment.

WHYTECLEON LIMITED- FIRSTBANK OF NIGERIA PLC-Head Office

E-business Customer Support Executive, April 2016 – March 2019

Provided basic technical support for branches on a wide range of bank’s e-business products, resolving issues at a 90% rate

Read and analyze 80+ incoming mails and respond with resolution within the turnaround time

Handled 50+ calls daily, with duties including Activation of Credit Cards/Account, profiling of debit and credit card for OTP, resolving issues on online, USSD and mobile banking, spooling of credit card account statement.

CHANNELS MONITORING

Monitored of ATM performance bank wide

Generated ATM uptime report bank wide

Responded to 50+ incoming contest mails on uptime report to ensure resolution.

Trained new employee on the bank’s applications such as Citrix, Valued FIMI, Master Connect etc.

WHYTECLEON LIMITED- FIRSTBANK OF NIGERIA PLC-Front Desk

Customer Support Experience, OCTOBER 2011 – MAY 2016

Guarantee Maximum Customer Satisfaction by Ensuring Total Resolution of all walk in Customer’s Queries Within Turn Around Time

Received an average 90% customer satisfaction rating to date, 5% higher than company average

E-business Administrations includes issuing of over 70 ATM cards daily, new account opening and dormant account activation, cheque book management and issuing of bank draft

Trained new employee on the bank’s applications such as Finacle, Viacard.

Remained courteous and calm, even during moments of customer dissatisfaction.

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EDUCATION

ABIA STATE POLYTECHNIC ABA

HND-Marketing, Aug. 2010

Upper Credit

ABIA STATE POLYTECHNIC ABA

ND-Marketing, Aug. 2007

Lower Credit

COMMUNITY COMPREHENSIVE SECONDARY SCHOOL ELEBELE, BAYELSA STATE.

SSCE June. 2003

CERTIFICATIONS

Chartered Institute of Personnel Management (CIPM) In View

Diploma in Customer Relationship Management in Business Services-Revised (Online) Alison

Customer Service Skill (Online) Alison

ADDITIONAL SKILLS

Microsoft Office

speak Hausa Igbo and English language fluently

Communication Skills Excellent – written and verbal

Team Player

Problem Solving

Organizational Skill

CRM Applications Skills

Strategic Thinking and Creativity

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