Customer Service Data Entry

Okotie Stephanie

***************@*****.***; +*** 803-***-****

Professional Summary

Results-driven Customer Service Executive with extensive experience in customer engagement, issue resolution, and operational leadership. Adept at managing customer relationships, optimizing service workflows, and leading teams to enhance client satisfaction and brand loyalty. Proven ability to implement process improvements, train customer service teams, and drive performance excellence in fast-paced environments.

Skills

• Customer Relationship Management

(CRM)

• Conflict Resolution & Complaint

Management

• Team Leadership & Staff Training

• Process Improvement & Service

Optimization

• Communication & Active Listening

• Adaptability & Problem-Solving

• Time Management & Attention to Detail

• Multitasking in High-Pressure

Environments

• Sales & Upselling Strategies

• Data Entry & Documentation

Technical Skills

• CRM Software

• Microsoft Office Suite (Word, Excel,

Outlook)

• Live Chat & Email Support Tools

• Remote Communication Tools (Slack,

Zoom, Microsoft Teams)

• Ticketing & Call Center Systems

Professional Experience

Customer Service Supervisor

Air Peace Limited – Lagos, Nigeria September 2023 – Present

• Lead and evaluate customer service team performance, providing structured feedback and development plans.

• Strategize and oversee daily customer service operations, ensuring efficiency and high service standards.

• Train and mentor team members on customer service best practices and company policies.

• Manage customer flow and cashier operations to optimize service delivery.

• Investigate and resolve escalated customer complaints, ensuring satisfactory resolutions.

• Implement and enforce service policies, maintaining documentation for operational transparency. Customer Service Consultant

Eko Electricity Distribution – Lagos, Nigeria July 2019 – September 2023

• Provided exceptional customer service by understanding and addressing client needs.

• Processed customer orders, payments, and service requests efficiently.

• Resolved customer complaints, ensuring positive engagement and issue resolution.

• Assisted in hiring and training new employees, fostering a customer-focused culture.

• Maintained accurate customer records and databases for future reference.

• Collaborated with internal teams to improve service delivery and customer satisfaction. Customer Service Representative

Brayan and Rayan Asset Limited – Lagos, Nigeria March 2016 – July 2019

• Maintained a professional and customer-friendly approach in all interactions.

• Responded promptly to inquiries via multiple communication channels.

• Resolved customer concerns efficiently, ensuring high satisfaction levels.

• Managed a team of junior customer service representatives.

• Processed transactions and maintained accurate customer interaction records. Customer Service Representative

Visafone Communications Limited – Lagos, Nigeria August 2010 – March 2016

• Managed high-volume customer interactions with professionalism and efficiency.

• Provided accurate information on products and services.

• Handled complaints, offered resolutions, and followed up to ensure customer satisfaction.

• Maintained detailed records of customer interactions and transactions.

• Built and nurtured customer relationships through effective communication and support. Relationship Customer Officer

United Bank of Africa (UBA) – Lagos, Nigeria August 2008 – August 2009

• Developed and implemented customer-centric strategies to enhance service experience.

• Monitored customer satisfaction through surveys and market analysis.

• Resolved customer issues effectively while identifying process improvement opportunities.

• Conducted service review meetings to understand and address customer needs.

• Expanded the customer base by leveraging upselling and cross-selling techniques. Education

Ambrose Alli University – Nigeria; Bachelor of Arts, History and International Studies 2004 – 2007

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