Christiana Ogunbodede
Customer Support Specialist
Lagos,Nigeria
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
9
9
years of professional experience
8
8
years of post-secondary education
2
2
Certifications
Work History
Customer Support Specialist
Ecobank
Lagos, Nigeria
10.2022 - Current
- Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Resolved concerns with products or services to help with retention and drive sales.
- Maintained and managed customer files and databases.
- Provided primary customer support to internal and external customers.
- Responded to customer calls and emails to answer questions about products and services.
- Handled customer inquiries and suggestions courteously and professionally.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Customer Relations Officer
Bestax Chartered Accountant
Dubai, United Arab Emirate
03.2022 - 09.2022
- Developed and implemented standards for staff to provide consistent service to customers.
- Managed customer relations on ongoing basis to maximize customer retention.
- Generating sales leads that develop into new customers.
- Making and sending proposals to customers.
- Provided accurate information about promotions, customer programs, and products, helping drive high customer retention.
- Responded to customer requests for products, services, and company information.
- Followup with customers through calls,email and chats.
Contact Center Agent
Ecobank
Lagos, Nigeria
09.2014 - 12.2021
- Entered customer information into customized computer system with CRM to document and organize client records.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
- Addressed customer account discrepancies and concerns.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Recommended products to customers, thoroughly explaining details.
- Responded to customer calls and emails to answer questions about products and services.
- Ensuring that customers information is protected and use for official purposes.
Education
Bachelor of Science - Economics
National Open University of Nigeria
Lagos, Nigeria 07.2015 - 02.2020
National Diploma - Business Administration
Lagos State Polytechnic
Lagos, Nigeria 07.2010 - 07.2013
Skills
Quality assurance
Effective Communication
SalesForce
SLA
Report preparation
Complaint resolution
Service standard compliance
Staff education and training
Time Management
Professional telephone demeanor
Customer response
Microsoft Office
BI/BO
CRM
Flex-cube
Cisco phone
Finesse
Certification
Professional Conduct & Ethics - The Chartered Institute of Bankers of Nigeria.
Timeline
Customer Support Specialist
Ecobank
10.2022 - Current
Customer Relations Officer
Bestax Chartered Accountant
03.2022 - 09.2022
The Fundamentals of Digital Marketing - Google Digital Skills for Africa.
07-2020
Professional Conduct & Ethics - The Chartered Institute of Bankers of Nigeria.
11-2019
Bachelor of Science - Economics
National Open University of Nigeria
07.2015 - 02.2020
Contact Center Agent
Ecobank
09.2014 - 12.2021
National Diploma - Business Administration
Lagos State Polytechnic
07.2010 - 07.2013