Augustine Onoja
Kano,Nigeria
Summary
Seasoned professional in customer service, with focus on providing top-notch support and resolving complex queries. Promise to boost customer satisfaction levels and improve customer relationships through problem-solving acumen and strong communication skills. Offering deep understanding of customer needs and ability to provide tailored solutions. Enthusiastic and committed professional with over 8 years of experience in the Banking industry. Adept at managing high volume inquiries, resolving complex issues and boosting customer satisfaction. Recognized for excellence in team management and process optimization.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Senior Customer Service Agent
First city monument bank
Kano, Nigeria
01.2019 - 01.2024
- Managed customer accounts, delivered technical support and resolved customer complaints
- Delivered exceptional customer service by promptly addressing and resolving queries.
- Improved customer satisfaction with a meticulous approach to problem-solving.
- Streamlined processes for quicker response times.
- Enhanced team efficiency by implementing effective communication strategies.
- Handled complex complaints, resulting in improved customer retention rate.
- Managed high-pressure situations for optimal customer experience.
- Coordinated with sales teams to meet customers' needs adequately.
- Responded effectively to customer feedback, enhancing company reputation.
Sales manager
First City Monument Bank
Kano, Kano State
02.2016 - 01.2019
- Achieved increased customer satisfaction by implementing innovative sales strategies.
- Developed robust client relationships for improved business growth.
- Streamlined sales processes to enhance team productivity.
- Managed key accounts, resulting in consistent revenue generation.
- Boosted gross margin percentages by initiating cost-saving measures.
- Led high-performance sales teams, ensuring achievement of targets.
- Oversaw planning and execution of targeted sales and marketing strategies.
Education
Bachelor of Business Administration - Business Administration
Ahmadu Bello University
Kano, Kano State 02.2011 - 03.2015
Skills
- Microsoft Office
- Excel proficiency
- Customer relationship management
- CRM software use
- Salesforce proficiency
- Salesforce CRM
- Customer retention tactics
- Project Management
- Team Leadership
- Customer Service
- Feedback management
- Freshdesk
- Remote teamwork
Certification
Certified Customer Service Professional, First City Monument Bank
Zendesk Certification
Customer support/ service
Google Digital marketing certification.
Business Analytics & Intelligence.
Google Digital Marketing CertificationLanguages
English
Affiliations
- Reading, Watching Movies, Travelling
References
References available upon request.
Timeline
Senior Customer Service Agent
First city monument bank
01.2019 - 01.2024
Sales manager
First City Monument Bank
02.2016 - 01.2019
Bachelor of Business Administration - Business Administration
Ahmadu Bello University
02.2011 - 03.2015
Certified Customer Service Professional, First City Monument Bank
Zendesk Certification
Customer support/ service
Google Digital marketing certification.
Business Analytics & Intelligence.
Google Digital Marketing CertificationSimilar Profiles
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