Blessing Ojone Aye
Customer Service Specialist
No 1, Matthew Igbalajobi avenue, Ushafa, Abuja, FCT,FC
Summary
Experienced customer service specialist with over 5 years of applying exceptional customer service, conflict mediation and communication skills to address diverse needs. Smoothly mitigate customer conflicts through calm, level-headed strategies. Responsive and resilient team player with adaptable and resourceful mindset.
Overview
6
6
years of professional experience
Work History
Customer Service Specialist
Unity Bank Plc.
10.2019 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Achieved consistently high quality assurance scores by adhering to company policies and procedures when interacting with customers.
- Managed over 50 customer calls per day, maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Proactively identified areas for process improvement within the department, leading to increased efficiency and better use of resources.
- Reactivating dormant account.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs
Digital Intern
United Bank of Africa.
Abuja, FCT, Nigeria
01.2019 - 07.2019
- Responsible for the enrolment of customers and walk-ins on; UBA Magic Banking (*919#), UBA Internet Banking, UBA Mobile Banking, and UBA Chat Banking (LEO).
- Rendering first-level (L1) Support for users on these products. Logging (and escalating) issues on Group Response Portal for the Support Team to resolve.
- Independently tracking and reporting my performance to the Branch Manager
- Compiled and assessed user feedback to improve software performance
- Observed user feedback to recommend improvements for software products.
SCOPE Registrar
ACTED
06.2018 - 12.2018
- Registration of households on SCOPE, distribution of voucher smart-card for beneficiary households, cash disbursement for households, and proper monitoring.
- Support complaint response mechanism by receiving and treating complaints from beneficiaries. Ensure that proper documentation is carried out on all items distributed.
- Assist the GFD team in the collection of data on beneficiaries for general food distribution (GFD), Blanket Food Supplementary Program (BSFP), and Pregnant and lactating women Set up and coordinated Distribution sites and supports during GFD, BSFP, and PLW distributions.
Education
Master of Science - Financial Economics
04.2001 -
Bachelor of Science - Economics
07.2024 - 08.2024
Skills
Good communication skills
Complaint resolution
Customer Relations
Excellent written and oral communication
Problem Resolution
Customer Relationship Management (CRM)
Call Center Operations
Shipping procedures understanding
Timeline
University Of Maiduguri - Bachelor of Science, Economics
07.2024 - 08.2024
Customer Service Specialist - Unity Bank Plc.
10.2019 - Current
Digital Intern - United Bank of Africa.
01.2019 - 07.2019
SCOPE Registrar - ACTED
06.2018 - 12.2018
University Of Abuja - Master of Science, Financial Economics
04.2001 -