Call Centre Customer Service

HENRIETTA ESE-ADJARHORE

T*M *N*, Calgary AB 825-***-**** *************@*****.***

SUMMARY

Detail-oriented and customer-centric banking professional with a passion for delivering exceptional service and building meaningful relationships. Eager to leverage my communication skills, problem-solving abilities, and previous banking experience to support as a member of the Client Care Call Centre team. My adaptability to dynamic environments, coupled with a fervent desire to contribute positively, makes me an asset to any team.

CORE SKILLS AND COMPETENCIES

Exceptional communication and interpersonal skills

Strong problem-solving and critical thinking abilities

Ability to prioritize tasks and manage time effectively

Active, Empathetic and patient listener

Outstanding problem-solving abilities

Ability to thrive in a fast-paced and constantly evolving environment

Previous experience in banking and call centre environments

Track record of delivering outstanding client experiences

PROFESSIONAL EXPERIENCE

Senior Customer Representative HGS Canada Inc Mar 2024 - Till date

Consistently achieving high customer satisfaction scores, exceeding departmental targets by 15% through personalised service and proactive problem-solving.

Actively engage in conversations with clients, utilising open-ended questions and empathetic listening to understand their needs and provide personalised solutions.

Successfully resolve a high volume of complex client inquiries, reducing average call handling time by 10% while maintaining service quality and accuracy.

Always demonstrate a commitment to delivering mind-blowing experiences for clients by going beyond transactions and building rapport to understand their unique financial stories.

Recognised as a top performer for meeting and exceeding sales target, consistently ranking in the top 5% of advisors for up-selling additional telecommunication products and services.

Handling inbound calls, assisting clients with day-to-day transactions and inquiries related to credit and other telecomunication products.

Streamlining the compliant resolution process, reducing escalations by 20% and improving overall client satisfaction.

.Client Services Specialist Access Bank Plc, Union Bank Plc Jan 2007 – Jan 2021

Proven track record of effectively resolving client challenges and providing innovative solutions to meet their banking and credit needs.

Consistently met and exceeded performance metrics in a fast-paced banking environment.

Provided exceptional customer service to clients, addressing inquiries and resolving issues in a timely and professional manner.

Demonstrated excellence in customer service, achieving a 90% customer satisfaction rating based on post-interaction surveys.

Utilised strong problem-solving skills to troubleshoot technical issues and assist clients with online banking platforms.

Collaborated with team members to streamline processes and improve service quality, contributing to a positive work environment.

Partnered with cross-functional teams to identify and address system inefficiencies, resulting in a 30% decrease in average call wait time.

EDUCATION

Bsc - Business Administration (2:1 Honours) University of Benin

Msc - International Business University of Hertfordshire

INTERESTS

Outside of work, I am passionate about contributing to the community through volunteering, engaging in meaningful conversations, indulging in literary pursuits, and embarking on enriching travel experiences.

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