Benaiah Imasekha
Customer Care Representative/ International Travel Manager
Abuja
Summary
Highly motivated and customer-focused Customer Care Representative with a proven track record of combining exceptional service with effective sales techniques to drive customer satisfaction and revenue growth. Skilled in active listening, rapport building, and needs-based selling, with the ability to identify customer pain points and recommend tailored solutions. Adept at cross-selling, upselling, and closing sales while maintaining a strong emphasis on ethical practices and long-term relationship building. Proficient in using CRM systems, managing customer interactions across multiple channels, and delivering consistent, personalized service in fast-paced environments. Committed to continuous learning and excellence in both service delivery and sales performance.
Overview
3
3
years of professional experience
8
8
Certifications
Work History
Call Center Agent
Nigeria Electricity Regulatory Commission
01.2024 - 09.2025
- Respond promptly to customer inquiries via phone, email, or chat. Handle questions related to electricity tariffs, billing, and NERC regulations. Escalate unresolved issues to relevant departments. Document interactions and update CRM systems. Maintain up to date knowledge of company policies and NERC regulations. Deliver excellent customer service consistent with company and regulatory standards.
- To resolve Tickets on issue involving Electricity Communication skills, To Respond to Emails mailing Customer and also escalating to Forum for swift Problem resolution resolutions
- Call Center Agent Jan 2023 – Present
- Nigeria Electricity Regulatory Commission | Abuja, Nigeria
- Receive and Respond to Consumer Complaints
- Handling inbound calls, emails, or messages related to electricity supply, billing issues, meter complaints, etc. Log and Track Complaints
- Document all consumer complaints in the NERC complaint management system for tracking and resolution Provide Accurate Information
- Educate consumers on their rights, electricity tariffs, NERC regulations, and complaint procedures Follow Up on Unresolved Issues
- Escalate unresolved or complex issues to appropriate departments and ensure follow-up Engage with Electricity Distribution Companies
- Liaise with relevant DisCos to ensure consumer complaints are addressed within stipulated timelines Feedback and Reporting
- Provide weekly or monthly reports on call statistics, complaint trends, and major issues Support Public Awareness Initiatives
- Assist in informing the public about NERC programs, meter rollout (MAP), and electricity reforms Maintain Confidentiality
- Handle consumer information with integrity and confidentiality, in line with data protection policies
- Excellent Communication Skills
- Clear verbal and written communication (in English and local languages if required)
- Ability to explain technical terms in simple language
- Customer Service Orientation
- Patient, empathetic, and professional
- Strong problem-solving mindset
- Conflict Resolution
- Handling complaints or escalations calmly and effectively
- Ability to de-escalate tense situations
- Attention to Detail
- Accurately recording customer complaints, feedback, and queries
- Multitasking Ability
- Managing multiple calls or tasks without losing focus or quality
- Technical Proficiency
- Basic understanding of electricity billing systems, prepaid/postpaid meters, power distribution
- Use of CRM (Customer Relationship Management) software
- Knowledge of Regulatory Procedures
- Understanding NERC’s roles, policies, and consumer rights under the Nigerian Electricity Supply Industry (NESI)
- Team Collaboration
- Coordinating with DisCos (Distribution Companies) and NERC departments for case resolutions
Customer Care Representative
OUTSOURCE GLOBAL TECNOLOGY
02.2023 - 04.2025
- Customer Care Representative Call Data gathering Centre Agent Customer Care representative
- Inbound call reception Answering questions Quality assurance optimization Typing speed
- Customer care agent, pick calls mailing and escalating, Training experience Managed customer inquiries through phone and email communication.
- Customer communications channels.
- Call control Maintained companies products knowledge to assist customers effectively
- Communicating with clients Answered customer inquiries and provided accurate information regarding Sales expertise products and services, Call logging Provided excellent customer service to resolve customer complaints Call documentation skills.
Call center agent/Independent Travel Manager
Asap Ticket USA
01.2024 - 08.2024
- Nigeria Travel consultant
- Customer relationship officer Pick incoming calls and making outbound calls to customers.
- Team collaboration Developed strong relationships with customers through effective Attention to detail
- Communication skills Team development Assisted customers with inquiries, issues and complaints via telephone, email
- Goal orientation and chat .Call Select communication Identified customer needs by asking probing questions and actively listening to systems responses .
- Call quality Managed high volume customer inquiries regarding electricity regulations and Performance monitoring services Issue resolution Assisted customers in understanding billing issues and service connections.
- Call handling effectively Documentation and reporting Managed high volume of inbound and outbound customer calls, Interpersonal skills Handled customers effectively by identifying needs quickly gaining trust Training and mentoring approaching complex situations and resolving problems to maximize efficiency Problem solving skills. Call control skills
Education
BSC - Sociology
University Of Abuja
07.2022
Skills
Problem-solving skills
Customer communications
Call center operations
Customer education
Product & Service KnowledgeActive ListeningEffective CommunicationEmpathyProblem-SolvingRelationship Building (Rapport)Questioning TechniquesNeeds IdentificationMatching Solutions to NeedsPersuasion & InfluenceCross-Selling and UpsellingHandling ObjectionsClosing SkillsTime ManagementCRM Software ProficiencyFollow-up SkillsEmotional IntelligenceAdaptabilityResilience (Handling Rejection)Ethical Selling Practices
Typing speed
Appointment setting
Training and mentoring
Resolving issues
[Product or service] expertise
Data entry
Answering questions
Interpersonal skills
Language fluency
Team development
Documentation and reporting
Issue resolution
Payment processing
Call control skills
Call handling
Script adherence
Customer service
Communicating with clients
Call center customer service
Inbound phone calls
Certification
Call Center Agent Certified
Playing Of Musical Instruments, Listening to Classical Music
Reading Personal Development & Sales Books – Enhances communication and sales skills.
Volunteering or Community Service – Shows empathy, teamwork, and people skills.
Public Speaking or Toastmasters – Builds confidence and communication ability.
Learning Languages – Demonstrates cultural awareness and adaptability.
Customer Experience Research or Podcasts – Shows passion for customer service excellence.
Traveling – Highlights adaptability and interest in diverse perspectives.
Tech & CRM Tools Exploration – Indicates curiosity and self-driven learning.
Team Sports or Group Fitness – Reflects teamwork, discipline, and stress management.
Creative Writing or Blogging – Enhances written communication skills.
Problem-Solving Games (e.g., puzzles, strategy games) – Develops critical thinking.
Timeline
Call Center Agent
Nigeria Electricity Regulatory Commission
01.2024 - 09.2025
Call center agent/Independent Travel Manager
Asap Ticket USA
01.2024 - 08.2024
Customer Care Representative
OUTSOURCE GLOBAL TECNOLOGY
02.2023 - 04.2025
BSC - Sociology
University Of Abuja