Collins Ogheneyoleme Olokor
Customer Service Representative
Ovwian / Udu,Delta Nigeria
Summary
Dynamic Customer Service Representative Team Lead with a proven track record at Opay Digital Services Nigeria Ltd, excelling in complaint handling and customer focus. Recognized for enhancing customer satisfaction through effective problem-solving and collaboration, consistently exceeding performance metrics while fostering a supportive team environment. Proficient in CRM software and dedicated to delivering exceptional service.
Overview
5
5
years of professional experience
Work History
Customer Service Representative Team Lead
Opay Digital Services Nigeria Ltd
03.2023 - Current
- Collaborated with team members to achieve high-quality service and timely resolution of issues.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries.
- Fostered a supportive learning environment among peers through open communication channels about challenging cases or new ideas.
- Actively contributed to the improvement of internal processes by sharing constructive feedback from customers with management teams.
- Assisted customers with product selection, ensuring positive experiences and repeat business.
- Managed multiple tasks simultaneously while maintaining focus on quality customer care.
Customer Support Representative
YONESIS GLOBAL SERVICES
01.2021 - 11.2022
- Maintained comprehensive knowledge of products and services, ensuring accurate information was provided to customers.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Managed escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Balanced multiple priorities while maintaining a focus on excellent communication skills and attention to detail.
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
- Consistently received positive feedback from both customers and colleagues alike due to dedication towards outstanding service delivery.
- Exceeded performance metrics by consistently providing high-quality support to clients.
- Supported sales efforts by offering knowledgeable insights into product offerings during upselling opportunities.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Utilized CRM tools effectively to track customer interactions, maintain records, and provide personalized assistance when needed.
- Liaised with internal teams to resolve customer concerns, escalate issues and serve as company ambassador.
- Resolved technical issues for customers with clear explanations and step-by-step guidance.
Education
Bachelor of Science - Computational Science
Delta State University
Delta10.2015
Skills
Call center experience
Complaint handling
Live chat support
Follow-up skills
Payment processing
CRM software
Email management
Data entry proficiency
Social perceptiveness
Service orientation
Teamwork and collaboration
Problem-solving skills
Computer skills
Customer service
Microsoft office
Time management
Understanding customer needs
Calm and professional under pressure
Multitasking Abilities
Decision-making
Adaptability and flexibility
Verbal and written communication
Feedback collection
Active listening
Organizational skills
Attention to detail
Customer relationship management
Analytical thinking
Inbound call management
Task prioritization
Interpersonal skills
Sales techniques
Administrative and office support
Timeline
Customer Service Representative Team Lead
Opay Digital Services Nigeria Ltd
03.2023 - Current
Customer Support Representative
YONESIS GLOBAL SERVICES
01.2021 - 11.2022
Bachelor of Science - Computational Science
Delta State University