Customer Service Specialist

ndcolatedbeforethePaulNvene

Block*,Flat*,AbaltiArmyBarracks,surulereLagos,LagosState

+234********** ******@*****.***

PROFESSIONALSUMMARY

PaulNveneisaNigerian,withvastexperiencesinfinancialmanagement,salesand administrativeworks.CurrentlyworkingwithSportyInternetGroupasaCustomerService Agent,andhavepreviouslyworkedwithUnionBankofNigeriaPlc,HeadOfficeinLagos StateasanInvestmentBanker,IhavepreviouslyworkedwithIsonBpoInternationalLimited asCustomerCareExecutiveforNigerian’slargestTelecommunicationscompany(MTN Nigeria),whereIensuredthatcustomersofthenetworkandbusinessareindeedtreated withthedesiredrespectaskings;

IhaveanExcelentplanningandprioritizationskils;strongaccountingexpertiseand familiaritywithmanagementandadministrativebestpractices;goodunderstandingof financialandadministrativecontrolsystems;abilitytotrainanddevelopfinanceandnon- financepersonnel;abilitytothinkstrategicaly,stronganalytical/problemsolvingskils;multi- taskingskilsandnegotiationskils;anunderstandingofriskmanagementandanalysis framework;astrongknowledgeofMsExcel,MsWord,PowerPointandSage. KEYSKILLS:

• Iamcomputerliteratewithgoodknowledgeandexcelentskilsintheuseof MicrosoftOfficeprogrammes,likeMicrosoftExcel(Spreadsheet),MicrosoftWord, MicrosoftPowerpoint,

• Iamaneffectiveteamplayerwithmeticulousapproachtoproblemsolving.

• Ipossessgoodquantitative,analyticalandinterpersonalskils.

• Iamusedtoworkingunderpressureandmeetingdeadlines.

• Ipossessanattitudefueledwithpositivethinkingandgoalsetting.

• Ipossessexcelentcommunicationandinterpersonalrelationship. EXPERIENCE

Company:SportyInternetGroup November2020–Till

date

Address: Plot17RasmonSreet,AjaoEstate,IkejaLAGOS.

JobTittle:Agent–CustomerService

Responsibilities:

Communicatingtocustomersthroughvariouschannels.(cals,chat,emails)

Acknowledgingandresolvingcustomer’scomplaintspromptly.

KeepingrecordsofcustomerengagementsonCustomerRelationshipManager

(CRM).

Ensurecustomersatisfactionbyprovidingprofessionalserviceacrossalchannels.

Empoweringcustomerswithproductknowledgeandbasictroubleshootingwhere required.

EnsurethatissuesareresolvedonFTR(Firsttimeresolution)basiswherenecessary

Keeptrackofalcustomerfeedbacksandforwardtotheleadonshift.

EscalateissuesthatcannotberesolvedonFirstTimeResolution(FTR)orFirstCal Resolution(FCR)basis.

Folowupforfeedbackonescalatedissues.

EnsurealareescalatedwithinSLAandfolowuponresolutionwithcustomers.

PlanandmanagealcustomerswithintheagreedAverageHandlingTime(AHT)for cals&chats.

Provideinsightintoissues/chalengesfacedbycustomerswererelevantfordecision Company:UnionBankofNigeriaPlc August2018–November

2020

Address:Plot16,ObaAkranAvenueIkejaBranch,LAGOS.

JobTittle:AssistantServiceSuperintendent(ManagementTrainee) Responsibilities:

introducingnewproductstoentirelyneworexistingclientsorcustomers

Contactingpotentialorexistingcustomerstoinform them aboutproductorservice offeredbythebankwhilemaximizingandclosingsale

Answeringquestionsaboutproductsorthecompany

Askingrelevantquestionstounderstandcustomer requirements andclosesales

meetingweeklyandmonthlyoutboundcaltargetswhileclosingmajorsales

ensuringqualitycontrolandmeetingsalespipelinegoals

Talkclientsthroughaseriesofactionsthroughthephone

Askcustomerstargetedquestionstoquicklyunderstandtherootoftheproblem

Properlyescalateunresolvedissuestoappropriateinternalteams(SubjectMatter Experts)

Refertointernaldatabase,worktoolorexternalresourcestoprovideaccurate resolution

Trackescalatedcomplainsorissuesthroughtoresolution,withinagreedtimelimits

Providepromptandaccuratefeedbacktocustomers

Prepareaccurateandtimelyreports

Company:MTNProcess(ISONBPOINT’LMIMITED)September2017– August 2018

Address: 54OlusegunObasanjoGlassHouse,ItaEko,Abeokuta.OgunState JobTittle:CustomerServiceExecutive

Responsibilities:

PlacingcoldcaltonewcustomerofMTNNG,towelcomeandonboardthemonthe usesandbenefitoftheproductsvemoneytimeandmoney

introducingnewproductstoentirelyneworexistingclientsorcustomers

GivecustomersasenseofconfidenceinworkingandmaintainingtheirSIMcardwith ourcompany.

Providecustomerswiththeirfirstwinwhichvariouspromotionalvaluesenjoyedas newcustomers

Providingafirsthandexperiencewiththisnewcustomerwhileensuringcustomer retaining

Serves as inbound supports to customers by providing helpfulinformation, answeringquestions,andrespondingtocomplaints

Talkclientsthroughaseriesofactionsthroughthephone

Askcustomerstargetedquestionstoquicklyunderstandtherootoftheproblem

Properlyescalateunresolvedissuestoappropriateinternalteams(SubjectMatter Experts)

Refertointernaldatabase,worktoolorexternalresourcestoprovideaccurate resolution

Trackescalatedcomplainsorissuesthroughtoresolution,withinagreedtimelimits

Providepromptandaccuratefeedbacktocustomers

Prepareaccurateandtimelyreports

Talkclientsthroughaseriesofactionsthroughthephone

Resolvecustomers'serviceorbilingcomplaintsbyperformingactivitiessuchas exchangingmerchandise,refundingmoney,andadjustingbils

Obtainandexaminealrelevantinformationtoassessvalidityofcomplaintsandto determinepossiblecauses;

Referunresolvedcustomergrievancesto designated departments forfurther investigation

Keep records ofcustomerinteractionsandtransactions,recording detailsof inquiries,complaints,andcomments,aswelasactionstaken

Contactcustomerstorespondtoinquiriesortonotifythem ofclaim investigation resultsandanyplannedadjustments

Conferwithcustomersbytelephonetoprovideinformationaboutproductsand services,totakeorenterorders,ortoobtaindetailsofcomplaints

Checktoensurethatappropriatechangesweremadetoresolvecustomers' problems

Company:WestAfricanCateringNigerian

Address: WestAfricanCateringNigerian.NigerianPortsAuthority,Onne.Port Harcourt

JobTittle:UtilityHand

Responsibilities:

AssistingtheCampBosswithlogisticshandlingforgroceries,etc.storekeeping

Chargedwiththeresponsibilityforhousekeepingvariousoffshorerigs

Trackinventoryofproductsonshelvesandstorageunit

Maintainrecordsofproductsbeingshippedandreceived

Countsandsortedalincominggoods

Orderandreceivesupplies,contactvendorto discuss discrepancies against purchaseordersthroughthehelpofmyimmediatesupervisortheCampBoss EDUCATIONALQUALIFICATIONSWITHDATE

NationalYouthServiceScheme (2015)

CertificateofNationalService

NnamdiAzikiweUniversity,Awka (2013)

Bachelorofscience–ComputerScience

ProgressSecondarySchool,Zaria,KadunaState (2007)

SecondarySchoolCertificateExamination

JubileeNursery/Primaryschool,Kafanchan,KadunaState (1999) FirstSchoolLeavingCertificate

CERTIFICATIONS

MTNHow-May-I-Help-YouTraining(Sept2017)

NationalYouthServiceCorps(NYSC)Certificate(7thApril2017)

CertificateofParticipationonBOIGraduateEntrepreneurshipFund(GEF)scheme 18thJanuary2016.

CiscoCertifiedNetworkAssociate(inprogress2011,AfrihubUnizikAwka).

DataDrivenWebsiteDevelopmentcourse04/12.(13thJuly2012.HQDADP

ARMY,Bonnycantonment,VictoriaIsland,Lagos.)

DataRecoveryandSecuritymanagementcourse08/12.31thAugust2012.HQDADP ARMY,Bonnycantonment,VictoriaIsland,Lagos.

V-SatInstalationAndmaintenanceCourse08/12.26thOctober2012.HQDADP ARMY,Bonnycantonment,VictoriaIsland,Lagos.

LANGUAGESKILLS:English,IgboandHausa

REFEREES

FinianAnyanwu JenniferOlatunde-Thorpe ChidimmaIbe

BranchServiceManager HeadRetailExperience ProcessEfficiency OnneNafconOperations UnionBankofNigeriaPlc UnionBankof NigeriaPlc

UnionBankofNigeriaPlc. 080******** 081********

080******** **********-******@***********.***

*****@**********.***

*********@***********.***

Contact this candidate