Customer Service Representative
Resume:
SKILLS
• Empathy
• Communication
• Patience
• Problem solving
• Active listening
• Reframing ability
• Time management
• Adaptability
• Professionalism
• Attention to detail
• In-depth product and service
knowledge
• De-escalation & conflict
resolution
• Cultural sensitivity
• Team collaboration
EDUCATION
2017 - 2019
Oke Ogun Polytechnic Saki,
Oyo State, Nigeria
Higher National Diploma
(HND): Public Administration
2014 - 2016
Oke Ogun Polytechnic Saki,
Oyo State, Nigeria
Ordinary National Diploma
(OND): Public Administration
Ikutiminu Yetunde Olamide
**************@*****.***
Ikorodu, Lagos, Nigeria.
PROFESSIONAL SUMMARY
Professional with five years of customer service experience who is trustworthy and people-oriented with the capacity to establish deep connections with customers when interacting with them physically or over the phone. Looking to provide a variety of product knowledge and interpersonal communication skills to customer physically or as a virtual customer care representative. WORK HISTORY
2023 - Current
Head Customer Experience -Dew Telecom Lagos, Nigeria
• Serve as the primary point of contact for customer inquiries, providing prompt and professional assistance via email, phone, and chat.
• Proactively engage with customers to understand their needs, address concerns, and identify opportunities.
• Guide customers through the onboarding process, ensuring a smooth and seamless transition to our platform.
• Collaborate closely with cross-functional teams, including Sales, Product Development, and Marketing, to advocate for the customer and drive product improvements.
• Monitor customer feedback and sentiment, leveraging insights to implement strategies for continuous improvement.
• Conduct training sessions and create educational materials to empower customers to maximize the value of our products.
• Maintain accurate records of customer interactions and track key metrics related to customer satisfaction and retention.
2021 - 2023
Customer Service Officer- First city monument Bank Lagos, Nigeria
• Customer Interaction & Support
Attend to customers' inquiries and provide information on banking products and services.
Assist with account opening, card issuance, internet/mobile-banking activation, and general onboarding.
Guide customers in completing forms or documentation.
• Problem Resolution
Handle complaints or concerns related to account issues, failed transactions, or service delays.
Escalate complex problems to the appropriate department and follow up until resolution.
Provide feedback to management on recurring issues or customer dissatisfaction.
• Account Maintenance
INTEREST AND HOBBIES
• Networking
• Finance
• Customer Service
• Leadership
• Exercise
• Journaling
• Photography
• Marketing
• Learning a new language
• Meeting new people
Process requests for account updates (e.g. address change, phone number update, next of kin).
Assist with reactivation of dormant accounts or blocking of accounts in fraud situations.
Ensure accurate data entry and compliance with Know Your Customer
(KYC) requirements.
• Cross Selling and Product Promotion
Educate customers on available banking products (loans, savings, investments, etc.).
Encourage adoption of digital channels such as mobile banking and ATMs.
Identify customer needs and suggest suitable financial solutions.
• Documentation and Reporting
Maintain proper records of customer interactions and transactions. Prepare daily reports or logs of customer service activities. Ensure compliance with regulatory and internal control standards. 2017
Cash and Teller Officer (INTERN) - First City Monument Bank Lagos, Nigeria
• Cash Handling
Receive and payout cash over the counter.
Count and verify cash received or paid.
Ensure accuracy in all cash transactions.
• Customer Service
Attend to customer inquiries related to deposits, withdrawals, transfers, etc.
Educate customers on bank products and services where necessary. Handle and resolve minor complaints or escalate as needed.
• Transaction Processing
Process deposits, withdrawals, and funds transfers. Issue receipts and balance transaction records at the end of the day. Post transactions accurately into the banking system.
• Daily Balancing and Reporting
Balance cash drawer at the end of each shift/day.
Report any discrepancies or unusual transactions to the branch supervisor or head teller.
• Compliance and Security
Adhere strictly to the bank’s internal control procedures and regulatory requirements.
Verify customer identity to prevent fraud and comply with KYC (Know Your Customer) regulations.
Report suspicious activities as Anti-money laundering (AML)policies. 2020-2021
Eric More High School, Itolo Street, Iganmu, Lagos. Cash and Teller Officer (NYSC)
Lagos, Nigeria
• Class Teacher
Prepare Lesson Note
Coordinate School Morning Assembly
Assist the class teacher
Monitoring examination and examination marking
.
Contact this candidate