Customer Service Expert

OgunkayodeJadesolaLucy

Email:******************@*****.***

Address:105LewisStreet,LagosIsland,Lagos.

Phone:081********

PROFILE:

Iamaprofessionalwith6+years’experienceincustomerserviceandbusiness administration.A highlymotivatedindividualwhocandeliverkeyanalytical support,initiative,withtheabilitytoworkunderpressure.Goodteam player, consistentlydeliveringandabletoprioritizetoensuredeadlinesaremetwhile maintaininghighstandard.

PERSONALDATA:

Sex: Female

Maritalstatus: Single

DateofBirth: 18thJanuary1993

EDUCATION:

LagosStateUniversity,Ojo 2010-2014

• BA(PHILOSOPHY)/secondclassupperdivision

GirlsSeniorSecondaryGrammarSchool,Ikoyi,Lagos. 2004-2009

• SeniorSecondarySchoolCertificate

PROFESSIONALCERTIFICATE: 2017

• Health,Safety,andEnvironmentManagementSystems(Leveli) EMPLOYMENTHISTORY:

SterlingBankplc

LagosState,Headoffice

Position:Contactcentersupervisor. 2022-til

date

• GuidingContactCenterRepresentativesthroughdifficultcalsorissues, diffusingangrydiffusingangrycustomers,orhandlingissuesthatcannot befieldedbythem.

• Training ContactCenterRepresentativesto respond to customer enquiries,requestsandcomplaintswithservicesorproductsviaalocated channels(Telephone,Email,Livechat&SocialMedia).

• EnsuringCustomerCareOfficersareachievingdesiredservicelevelsand takingcorrectiveaction,asneededwhileadheringtostandardpoliciesand procedures.

• Identifyingtrendsandimprovingcontactcentergoals. SterlingBankplc

LagosState,Headoffice

Position:CustomerCareOfficer. 2020-

2021

• Answerincomingcalsandrespondtocustomer’semails.

• Interactwithcustomersviasocialmedia.

• Provideproductandserviceinformationtocustomers.

• Research,identify,andresolvecustomer’scomplaintsusingapplicable software.

• Document al cal information according to standard operating procedures.

• Folowupcustomerscalswherenecessary.

• Crossselingthecompany’sproductstopotentialandexistingcustomers toaidthedepartmentinmeetingitstargets.

• Folowupononlineapplicationstoconvertonlineleadstocustomers. PolarisBankLimited

LagosState,Headoffice

Position:CustomerServiceExecutive(ContactCenterAgent). 2018- 2020

• Handlesalargevolumeofincomingcalsincludingtransferredsalesand calsfrom currentandpotentialcustomersasregardstheiraccount detailsand/orotherconfidentialinformation.

• Placeoutboundfolowupcalstosalesleads,topersuadecustomerson theuseofaproductorserviceandmanagecustomersinrespecttotheir relationshipswiththebank.

• Answerquestionsoftransactiondetails,servicerequest,inquiries,and complaintsaboutaccountsofcustomers.

• Updates job knowledge by studying new product descriptions; participatingineducationalopportunities.

• LogaldisputeclaimonInter-switchportal(Arbiter).

• Resolvealcardbaseddisputetransactions.

• Escalatecomplaintstoresponsibleunitsforresolution. SterlingBankplc

LagosState,SuraBranch

Position:DynamicSalesAgent 2018

• Administerandensurecompliancetoalsalesobjectives.

• SeltheBanksProductsproactivelytonew/prospectivecustomers

• EnsuretimelyprocessingofalinitiatedCustomertransactions,with specificemphasisonaccountopening,chequebookissuance,and activationofe-channels.

• Ensureassignedsalestargetandbudgetsaremet.

• Servedasaccountofficertoapoolofcustomerstherebyeffectively attendedtotheirbankingchalenges.

• Documentedandmaintainedalrecordsofsalesactivitiesandprovided updatesasperrequirement.

TechMahindraBPO(AirtelNigeria) 2016-2017

Abeokuta,OgunState.

Position:CalCenterAgent

• Usingeffectiveprobingbyaskingopenorclosedendedquestions.

• Understandthecustomerandshowempathywhennecessary.

• Assistingthecustomerwithemphasisoncompleteresolution.

• Resolve issues as quicklyaspossibletomeetupwiththeteam parameters.

• ReportingtotheQualityAssessorforfeedbackoncals.

• Gettingupdatedonproductsandserviceswiththeaim ofprovidingbest servicetocustomers.

• Keeprecordsofcustomerinteractionandtransactions.

• UsedCRMapplicationsforviewingcustomerlinesandloggingcals MinistryofYouthandSports(NYSC) 2015-2016

Abeokuta,OgunState

Position:Administrativeofficer

• Providingadministrativesupportandmanagingtheirqueries.

• Managingofficestock,preparingregularreportsandorganizingcompany records.

• Actingasthepointofcontactforalemployees.

• Carryoutspecialassignmentsforseniorpersonnel.

SKILLSANDCOMPETENCES:

• Excelentoralandwrittencommunicationskils.

• Excelentinter-personalandcustomerrelationskils.

• Attentiontodetailsandaccuracy.

• Problemanalysisandtheabilitytofindandemploycreativesolutions.

• Excelentmulti-taskingskils.

• EffectiveuseofMicrosoftwordandExcel.

• Dataentryskils

• Professionalism

INTERESTS/HOBBIES:

Reading,researching,drawing,andmeetingpeople.

REFEREES:

HassanShakiruOlayiwola

Director,

LagosStateMinistryofEducation

(District3)

Tel:080********,081*********

BukolaAbikoyeEsq.,

ManagingPartner,

BukolaAbikoye&CO.

(LegalPractitioners)

70BroadStreet,LagosIsland.

LagosState.

Tel:080********,080********

Contact this candidate