Customer Care Representative

BILKISU ADETOLA LAWAL

Sex: Female ** Alasia Compound,

Date of Birth: 2nd September, 1990 Oshodi Lagos.

Status: Single 081********

State of origin: Kwara State **********@*****.***

Brief Summary

A customer care representative that is responsible for overseeing the delivery of products and services to customers. Demonstrate sense of urgency in busy call centre environments in both retail and telecommunication industries. Possess exceptional ability to build productive relationships, resolve complex issues and win customer loyalty

OBJECTIVES

To serve an organization where my skills and capabilities would be explored in the best way for the organization benefits as well as my career.

Work Experience

2013 – Till Date Globacom Limited

Job Position Customer Care Representative

Customer Relations and Management

Managed a high-volume workload within a deadline-driven environment. Resolve an average of 550 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume).

Updating CRM systems for each transaction in order to build relationship with clients and provide a link for the next interaction

Build rapport, listen, clarify and manage conversational flow

Manage upset customers, conflicts and challenging situations

Deliver outstanding service, exceed expectations and build long-term loyalty

Work in teams and in a self-directed environment

2012 - 2013 Pearl Academy Montessori, Maboro Ogun State

Job Position Class Teacher

Ensured that all students comprehended the curriculum and supported students who required extra guidance.

Organized learning resources and the classroom environment to facilitate a positive learning experience.

Create, organized and executed lesson plans for the classroom

2011 – 2012 College of Aviation Technology

Job Position Public Relations Officer

Answer telephones, direct calls and take messages

Compile, copy, sort and file record of office activities, business transaction and other activities.

Maintain and update filing, inventory, mailing both manually and using the computer

Prepare meeting agendas, attend meetings and record transcribe minutes

Ensure that information are consistently disseminate for prospective students.

Communicate effectively with staffs and public

TRAININGS

*Nigerian Institute of Management (NIM) 2012

*Customer Care Skills Specialist (Globalcom Ltd) 2013

TECHNICAL SKILLS

Skill Name

Skill Level

Last Used/Experience

Exceptionally strong client relationship skills/ Dispute Resolution

Expert

Currently used/7 years

Working as a team player

Expert

Currently used/7 years

Excellent problem solving and organization skills

Expert

Currently used/7 years

Data Entry

Expert

Currently used/7 years

Ms Word, Excel and Access

Intermediate

Currently used/7 years

EDUCATION AND QUALIFICATIONS

Zaria, Kaduna State Ahmadu Bello University,

2014 M.Sc International Affairs and Diplomacy (Credit)

Zaria, Kaduna State Ahmadu Bello University,

2011 Bachelor of Arts, English Literature (Second Class Honors)

Zaria, Kaduna State Demonstration Secondary School, A.B.U

2006 Senior Secondary School Certificate)

Zaria, Kaduna State Aviation Staff School

2000 First School leaving certificate

Language

English

Hausa

Yoruba

REFEREES

Available On Request

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