Customer Service Representative

Henrietta N. Ese-Adjarhore

Calgary, AB, Canada T*M3N3 Phone: 825-***-**** Email: *************@*****.***

Professional Summary

Experienced Customer Service and Billing Specialist with over 10 years in banking, telecommunications, and outsourcing. Skilled in resolving billing issues, delivering exceptional customer experiences, and streamlining payment processes. Proven ability to lead teams, implement solutions, and consistently meet key performance metrics. Seeking to leverage my expertise in a dynamic organization.

Professional Experience

Customer Service/Billing Specialist

Hinduja Global Solutions (HGS), Calgary, AB, Canada - Mar 2024 – Present

•Resolve billing inquiries and provide accurate account statements for telecom clients.

•Address customer concerns via inbound calls, focusing on billing and payment solutions.

•Coordinate with internal teams and agencies for account reconnections and dispute resolutions.

•Analyze feedback to identify trends and implement improvements for customer satisfaction.

•Consistently achieve performance metrics in satisfaction and issue resolution.

Customer Service Representative/Payment Advisor

Capita Plc (Virgin Media O2 Project), Preston Brooks, UK - Feb 2022 – Dec 2023

•Delivered tailored solutions for billing queries and product-related assistance.

•Guided customers through payment plans and managed overdue account collections.

•Partnered with third-party agencies to address payment issues and reconnect services.

•Maintained accurate records of customer interactions to inform process enhancements.

•Exceeded performance targets for customer satisfaction and resolution efficiency.

Head, Customer Service Unit, Union Bank Plc, Nigeria - Aug 2015 – Sep 2021

•Supervised a high-performing team, ensuring prompt issue resolution and customer satisfaction.

•Led training initiatives to improve team skills in customer interaction and problem-solving.

•Managed escalated disputes, providing tailored solutions to complex billing issues.

•Utilized customer feedback to drive service improvements and operational enhancements.

•Streamlined processes to reduce complaints and improve service delivery times.

Customer Service Representative, Diamond Bank Plc, Nigeria - Jan 2007 – Jul 2015

•Supported customers with account maintenance, ATM card issuance, and account opening.

•Addressed inquiries and processed requests for bank references and status updates.

•Ensured prompt resolution of customer complaints while maintaining professionalism.

•Provided accurate documentation for all customer interactions and transactions.

•Delivered exceptional service, contributing to customer retention and satisfaction.

Education

Master of Science in International Business (Commendation)

University of Hertfordshire, Hatfield, UK — Sept 2023

Bachelor of Science in Business Administration (2:1 Honours)

University of Benin, Benin City, Nigeria — Dec 2004

Core Competencies

•Billing & Account Reconciliation / Customer Relationship Management / Communication & Interpersonal Skills / Time Management & Multitasking / Attention to Detail & Analytical Skills / Proficiency in Microsoft Office Suite & CRM Tools

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