Deeann Kwaya
Head Customer Experience
Festac town
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
6
6
years of professional experience
7
7
years of post-secondary education
Work History
Head customer service
first bank
4 2022 - Current
- Create effective processes that help businesses to deliver high-quality outcomes for customers
- Facilitate delivery of excellent customer service processes throughout the organisation, ensuring everybody is meeting standards and maintaining customer satisfaction.
- Participated in team projects, demonstrating ability to work collaboratively and effectively.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Managed time efficiently in order to complete all tasks within deadlines.
- Excellent communication skills, both verbal and written.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
Digital Customer Service Representative
first bank
Lagos, LA
11.2018 - 03.2022
- Used consultative techniques to understand customer needs and make strategic referrals to business partners.
- Answered average of 90 calls, emails and chats per day, addressing customer inquiries, solving problems and providing product information.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Educated customers about billing, payment processing and support policies and procedures.
- Fostered customer-centric culture within team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Handled customer inquiries and suggestions courteously and professionally.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Tracked customer service cases and updated service software with customer information.
- Responded to customer requests for products, services, and company information.
- Exceeded performance metrics consistently, earning recognition as top performer within team.
- Worked flexible hours across night, weekend, and holiday shifts.
- Self-motivated, with strong sense of personal responsibility.
- Demonstrated high level of initiative and creativity while tackling difficult tasks.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Business Development Executive
Periwinkle Lifestyle Estate
07.2018 - 11.2018
- Generated advertising brochure for vendor use.
- Researched product pricing, ratings and performance and created comparison spreadsheets to evaluate competitors.
- Communicated directly with customers and partners to build strong business networks and relationships.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
Education
Master of Science -
Adamawa State University
Mubi 10.2010 - 05.2015
Master of Science - Public And International Affairs
University of Lagos
Lagos 01.2018 - 05.2020
Skills
Good communication skills
Telephone etiquette
Report preparation
Complaint resolution
Good listening skills
Strategic sales knowledge
Creative problem solving
Friendly, Positive Attitude
Multitasking Abilities
Websites
Activities
An articulate and proactive young graduate willing to work and dedicate my hard work to business organizations while adding value to the society and myself.
Timeline
Digital Customer Service Representative
first bank
11.2018 - 03.2022
Business Development Executive
Periwinkle Lifestyle Estate
07.2018 - 11.2018
Master of Science - Public And International Affairs
University of Lagos
01.2018 - 05.2020
Master of Science -
Adamawa State University
10.2010 - 05.2015
Head customer service
first bank
4 2022 - Current