Customer Service and Contact Center Professional

REBECCA OLUWAFUNMILAYO ALONGE

Abeokuta, Nigeria.

+234********** ***************************@*****.*** PROFESSIONAL SUMMARY .

Customer service professional with a proven track record of exceptional service and building strong client relationships. Skilled in effectively handling customer inquiries, resolving issues promptly, and maintaining a positive customer experience. Proven ability to manage multiple tasks simultaneously and work efficiently in a fast-paced environment. Currently Seeking a Customer Service Management or Customer Service representative role. CORE COMPETENCIES .

Time Management Problem Solving skills Detail Oriented

Project Management

Collaboration

Customer Service

Customer Support

Communication skills

Team work

LEADERSHIP EXPERIENCE .

• Junior Chamber International Nigeria, Ogun State Institute of Technology Igbesa - Pioneer/Charter President (2021-2022) Award of Appreciation for Outstanding representation at the 2023 JCI Nigeria Collegiate Conference, Markudi.

• Publicity Team Lead, JCI Nigeria GLOBAL DIGITAL ECONOMY SUMMIT 3.0

• Personal Assistant to Africa and Middle East Executive Vice President for JCI (2024)

• Project Leader NYSC Editorial CDS (Abeokuta – Ogun State) – 2024

• Volunteer YALI Ogun Summit 3.0

• 2025 Participant – Olusegun Obasanjo Presidential Youth Mentorship Retreat 6.0

• 2026 General Secretary YALI Network Ogun

WORK EXPERIENCE .

Oxygen X Finance (Subsidiary of Access Bank Plc) Abeokuta, Nigeria Contact Center Agent/Telecollection Specialist 2025

● Contact Customers via phone call to follow-up on overdue accounts and successfully negotiated feasible payment arrangements

● Collected payments on past due accounts, contributing to a significant improvement in the departments of recovery rate

● Maintained accurate documents of all clients’ interactions and payments agreements using Internal CRM tools

● Recognized for consistently meeting and exceeding monthly target as Top Performer

● Collaborated with Internal teams to resolve complex issues. Ogun State House of Assembly Ogun, Nigeria

Administrative Staff Dec. 2023 – Oct. 2024

● Assisted in administrative office operations, enhancing workflow efficiency and reducing administrative backlog by 15%.

● Supported daily administrative tasks, contributing to a smoother operation and improved office productivity by 20%. Universal School of Aviation Lagos, Nigeria

Customer Service Representative& Admin Assistant Aug2019- Nov2023

• Responded to client inquiries promptly and effectively in person and over the phone, resulting in a 40% increase in positive client feedback.

• Maintained excellent communication skills with clients, promoting strong relationships and a 30% increase in client retention.

• Effectively managed student inquiries and payments, coordinating between departments to resolve issues and improve service delivery.

• Issued receipts and verified student payments, contributing to a 15% reduction in financial errors. EDUCATION .

Ogun State Institute ofTechnology Ogun, Nigeria

Higher National D, BusinessAdministration 2022

Ogun State Institute of Technology Ogun, Nigeria

Ordinary National Diploma, Public Administration 2019 CERTIFICATIONS .

• Professional Diploma in Customer Relationship Management CRM by Udemy

• Scriptwriting by Tafta Academy

• Advanced Digital Collections

• Fundamentals of responsible leadership for entrepreneurs by YALI

• Developing, mentoring, and supporting youth leadership by YALI Interests: Movies, Traveling, Event Planning and Volunteering. Reference:

Available upon request.

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