OBI STELLA
Customer Service
Lagos
Summary
Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact.
Overview
9
9
years of professional experience
17
17
years of post-secondary education
2
2
Certifications
1
1
Language
Work History
Customer Care Officer
BILE, ESMCS, Plot 19, Zone L, FG Layout
Banana
04.2016 - Current
- The use of various advance application like BES to investigate, escalate and resolve customer complains
- The use of Avaya application (AAD) to make outbound calls, receive inbound calls and liaise with customers in Yoruba, Igbo and English languages
- Acting as mediating tool between the company and its subscribers by passing along relevant information to subscribers and getting feedback from them for the company
- Attend to and resolve customer queries promptly and courteously at all times
- Route customer issues to the relevant units using defined escalation channels
- Document/capture all customer interactions using approved software and escalate unresolved issues to the Team Leader, Contact Centre Operations as required
- Enlighten and educate customers on new products and initiatives within 9mobile
- Adhere to assigned shift slots, ensuring availability throughout the shift period
- Take action on feedback received, and ensure continuous improvement on performance
- Attend team meetings and trainings as required
- Execute peer-evaluation on bi-weekly basis as required
- Cross-sell and Up-sell products and services to customers via NBA
- Compensate customers using the compensation portal appropriately
- Escalate all cases of refund to Team Leader
- Notify Team Leaders of all downtime that are Customer and Revenue impacting
- Perform any other duties as assigned by the Team Leader, Contact Centre Operations
Customer Service Officer
Mobile Telecommunication Network, MTN, Mayfair
Lagos
10.2012 - 12.2015
- Maintain accurate records of computer based information and documents
- Manage customer arrivals to maximize relationship building opportunities and directing them to the appropriate distribution channels
- Proactively seek to identify customer needs and effective at cross-selling and referring leads to appropriate channels for follow-up
- Take full ownership of customers’ problems and ensure complete customers’ satisfaction of problems resolution
- Complied with company policies and procedures to ensure security of banks and customers asset
- Identifying how we can best help customers hence making them happy and retaining them
- Advising present or prospective customers by answering incoming calls, receiving of mails, sending out mails, converting inquiries into sales
- Processing customer orders and up-selling products based on identified customer needs
- Maintaining quality service by following organization standards and contributing to team effort by accomplishing related results as needed
- Received, screened and routed sales-related correspondence and maintained a follow-up system with customers.
Presiding officer
Independent National Electoral Commission, INEC
04.2011
- Educating voters on how to vote, to ensure for valid votes
- Ensuring that only eligible voters with valid voters card were registered, and permitted to vote
- Crowd control and securing of INEC properties
Education
BSc (Honours) - Microbiology and Biochemistry
University of Nigeria
01.2005 - 01.2010
West African Senior Secondary Certificate (WASSCE - undefined
01.1999 - 01.2005
Senior School Certificate (NECO - undefined
National Examination Council, Federal Government Girls College
Leaving School Certificate - undefined
Auntie Bisi Nusery and Primary School
01.1990 - 01.1996
Skills
MS office packages, Excel, fast and accurate in typingundefined
Certification
Certification in Listening Essentials.
Timeline
Customer Care Officer
BILE, ESMCS, Plot 19, Zone L, FG Layout
04.2016 - Current
Customer Service Officer
Mobile Telecommunication Network, MTN, Mayfair
10.2012 - 12.2015
Presiding officer
Independent National Electoral Commission, INEC
04.2011
BSc (Honours) - Microbiology and Biochemistry
University of Nigeria
01.2005 - 01.2010
West African Senior Secondary Certificate (WASSCE - undefined
01.1999 - 01.2005
Leaving School Certificate - undefined
Auntie Bisi Nusery and Primary School
01.1990 - 01.1996
Senior School Certificate (NECO - undefined
National Examination Council, Federal Government Girls College
Certification in Listening Essentials.
Certification in Core Communication
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