Customer Service Representative

IFEYINWA AKABUIKE

Regina, Saskatchewan SX* OL* 306-***-**** ************@*****.***

Professional Summary

Successful Customer service representative with 7 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to effectively resolve issues. Upbeat and energetic with grace in handling difficult situations through resourcefulness and adaptability.

Skills

Complaint resolution

International sales support

Credit card processing

Good listening skills

Money handling abilities

MS Office Suites

Social media savvy

Professional telephone demeanor

Receiving support

Inbound and Outbound Calling

Report preparation

Administrative support

QuickBooks and Sage expert

Effective communication

Work History

Ultimate Micro-finance Bank Jun 2018 - Present

Call Centre Representative

Answer incoming communications from customers and resolve all customers issues relating to loyalty cards.

Identify additional customer needs and help provide better alternatives or solutions to customer complaints

Identify the appropriate resources to effectively meet customer’s needs within agreed timelines.

Resolve common and complex issues via phone and emails by determining the need of the customer and immediately offering favorable solutions

Resolve identified fraudulent activities or scams on customer cards, and proactively suggest solutions to mitigate against future occurrence.

Resolve all complex problems relating to the bank’s fraud applications, account takeovers, and payments.

Onboarding of new customers via communicating and coordinating with internal departments

Generate leads for sales team by screening callers and identifying potential sales opportunities

Follow up with callers on complaint/question status and ensure resolution

Collaborate with call center team members, sales team members, and other departments to ensure overall customer satisfaction

Follow all bank’s procedures, policies, and guidelines during every customer interaction.

Voyance Incorporation

Customers Fulfillment Associate Feb 2014 to Jun 2018

Responded to customer requests for products, services and company information.

Provided primary customer support to internal and external customers in fast-paced environment.

Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Educated customers on promotions to enhance sales.

Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.

Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.

Consulted with outside parties to resolve discrepancies and create effective solutions.

Communicated with vendors regarding back-order availability, future inventory and special orders.

Answered customer telephone calls promptly to avoid on-hold wait times.

Edwin Chadwick Consultancy

Customer care representative Jan 2009 to Jan 2014

Respond to customer complaints/inquiries via telephone and ensure prompt issue resolution.

Identify additional customer needs and provide timely relevant solutions

Reset customer cards/ accounts upon customer requests.

Process payments for accounts and calculates applicable fees and refunds.

Respond to inquiries and provide information to the public and employees relating to regulatory requirements

Ensure the delivery of excellent customer service to both external and internal customers consistent with the vision and mission of the company.

Education

Bachelor of Science: Accounting & Finance 2007

University of Maiduguri

Master of Business Administration (MBA) 2018

Mary Mount California University

Basic First Aid /CPR/AED Certification 2022

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