Editor Customer Service
Resume:
Document Purpose Curriculum Vitae
Name Senibi Victoria
Phone +234 817-***-****
Email ***************@*****.***
Research Profile
Linkedln-linkedin.com/in/victoria-kenny-senibi-
67300011a
Research Profile:
covenantuniversituy.academia.edu/victoriasenibi
Education Summary:
University/Institution Name of Degree/Diploma Year National Orientation (NYSC): Cross River Calabar
Nigeria
Statutory NYSC Orientation Service 2013
Covenant University, Canaan land, Ota, Nigeria MSc Economics 2017 Bingham University, Karu Nigeria BSc Economics 2012 Employment Summary:
Period Employing
Organization and
Position/Title held
City/
Country
Summary of Activities performed
From To Contact
information for
References
Sept
2019
Jan
2020
Organization:
Fobsmarch
Logistics Partners.
Designation:
Customer Relations
Associate/Executiv
e Assistant
Lagos
Nigeria
Manage 15-20 orders on daily basis ranging from
pickups to delivery of goods for customers online via the company’s whats-app and Instagram page
Handle approximately 15-30 inbound and outbound
calls for processing customers’ orders, inquiries and complaints
Navigate routes for dispatchers to enable on-time deliveries
Kept detailed records of company’s income, sales and expenses on spreadsheet
Acknowledged payment receipts and online
transfers, investigated, resolved and provided feedback for customer complaints received via online platform
Conducted post resolution follow up with the
customer to ensure complete satisfaction
Liase with suppliers and forwarders to track
shipment to clients
Organize company’s travel itinerary
June
2017
May
2019
Organization:
Allianz Nigeria Plc.
Designation:
Client Relationship
Manager
Nigeria Maintain and built customer retention ratio significantly by:
Organizing lists of high value customers; and
actively engaging them through cold calling techniques, direct marketing activities through our social media platforms.
Resolve customers’complaints while identifying
problems and taking appropriate corrective action
Demonstrate professional phone etiquette and
welcoming gestures improving significant customer
feedback by 40%
Utilizing the organizations’ CRM software for an effective interaction with pre-existing and new
customers.
Process daily requests and form application for
customers via online portal
Answered approximately 25 incoming calls from
customers to provide relevant information on inquiries about products, unapproved payment issues and further assistance to resolve claims.
Learn about 10 different products in order to match the specific need of the customers while
comprehensively providing all necessary information.
Lead Generation:
Worked on a team of 22 to increase departmental set targets from 25% to 80% from 2017-2019 through
consistent efforts and regular performance assessment and appraisal meetings with team lead and heads of department on monthly basis.
Publications 2016: Public Debt and External Reserve: The Nigerian Experience. Economics Research International United Kingdom: Hindawi Publishing Corporation http://dx.doi.org/10.1155/2016/1957017 (Online)
2016: Macroeconomic Indicators and Stock Price Movement Nexus: A Study of the Nigerian Stock Market. The Social Sciences, 11: 3294-3306.
2017: The Impact of Domestic Debt on Private Credit in Nigeria: Structural VAR Approach. International Journal of Economic Perspective. Russia: International Economic Society Publishers Volume 3 Issue 11 (ISSN: 1307-1637)
2017: Public Debt, Domestic Investment and Foreign Direct Investment in Nigeria: A Structural VAR Approach (1981-2015) International Journal of Innovative Research and Advanced Studies (IJIRAS) Volume 4 Issue 6, June 2017
2017: Industrial Sector Investment and Industrial Growth in Nigeria: A Granger Causality Analysis. International Journal of English Literature and Social Sciences (IJELS) Vol 2, Issue 4. https://dx.doi.org/10.24001/ijels.2.4.1 ISSN: 2456-7620. Short Courses/
Certifications
Certificate in Certified Network Professional (CCNP)
Certificste in AMADEUS
Certificate in Leadership Development II; Africa Leadership Development Centre; 2016
Participant, ICADI Conference 2016; Driving Inclusive and Sustainable Development in Africa: Models, Methods and Policies.
Language
Skills
Language Read Write Speak
English Excellent Excellent Excellent
Competencies
Article Research and publications with STATA & EVIEWS Expertise in CRM software, Zoho books and Zoho Project
** Copywriter & Editor **Peer Reviewer**Data analysis & Econometrics Modelling Countries of Experience:
Nigeria
References
1. Prof. Paul Ojeaga Federal University of Agriculture Department of Management and Entrepreneurial Studies Abeokuta Nigeria Email: ************@*****.*** 2. Prof. Alege Philip Department of Economics and Development Studies Email: ******.*****@******************.***.**
3. John Senewo Head of Operations Zenith Bank Nigeria Email: **********@*****.*** 4. Tabiti Alfred Head Banassurance Allianz Nigeria plc Email: ******.******@*******.*** Profile Summary:
Victoria is an independent academic researcher and result oriented customer service professional with an outstanding track record; a proactive and effective customer service base exceeding the company’s sales goals of about 88% on annual basis.
Contact this candidate