EBUBE FAVOUR ANEKE
Customer Success Associate
Yaba,Lagos State
Summary
Driven and proactive Customer Service Representative with excellent communication skills, who excels at building mutually beneficial relationships. Driven by helping others and self-development. Seeking to transition into Customer Success Management with transferable skills developed in 2+ years’ experience in Customer Service. Proven ability to identify customer needs, provide recommendations, and implement solutions that increase customer retention and satisfaction rates.
Overview
4
4
years of professional experience
4
4
years of post-secondary education
Work History
Bills for Collection Officer
Ecobank Nigeria, Regional Processing Center
, Lagos
03.2022 - Current
- Collaborate with team to carefully process remittance of funds on Bills for collections and Form Q with no errors
- Document acknowledgement, examination and acceptance to the remitting bank, given that the documents are compliant.
- Account ownership reconciliation and correspondence with offshore banks to resolve customer complaints
- Maintaining a daily bills for collection transaction register
- Check and respond to queries from offshore bank on bills for collection /Form Q transactions via swift
- Communicate with relationship managers to resolve issues in under 30 minutes of escalation.
- Serving as Departmental secretary
- Ensure customer satisfaction and retention by delivering promptly on remittances and enquiries
Customer Support Representative
Spice Avenue Cookhouse
Lagos
08.2020 - 12.2021
- Served as the first point of contact for all customer enquiry, order placement and cancellation. Responded to 30+ phone calls and 20+ messages daily
- Promptly attended to mismatched orders and delayed delivery tickets, while maintaining a daily register of customer interactions
- Created and analyzed customer satisfaction surveys, to identify the company’s retention strengths and churn loopholes
- Communicated and coordinated with colleagues and managers as necessary for service optimization and customer centric solutions
- Achieved 28% increase in customer retention rates and 33% increase in customer satisfaction ratings.
- Retained existing clients and developed 150+ new accounts by extending high quality and efficient support service.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Customer Relationship Manager
USA College Soccer Recruitment Tour, Vertique Concepts Ltd
Lagos
09.2019 - 09.2020
- Delivered superior customer service by providing immediate resolution via calls and emails, thus strengthening relationships and increasing customer retention
- Educated existing and potential participants about service options, and closely monitored their customer journey to ensure they used the services optimally.
- Developed communication materials like newsletters, emails on Mailchimp, presentations and social media content, all of which were instrumental in relationship management.
- Maintained statistical database of customers using Zendesk for types of customer complaints, resolutions and satisfaction rating by customer.
- Developed mutually beneficial relationships between the organization and coaches, stakeholders and sponsors through excellent written and verbal communication.
- Managed customer relations with 20+ calls daily to maximize customer retention.
Personal Assistant
Supreme Court of Nigeria
Abuja
04.2018 - 05.2019
- Provided general administrative support including scheduling meetings, making travel arrangements and managing documentation.
- Responded to emails and other correspondence to facilitate communication and enhance business processes, passing on messages or highlighting them for my manager’s attention as and when appropriate.
- Oversaw personal and professional calendars, and controlled access to the manager, coordinated appointments for future events.
- Delivered friendly assistance with new hires throughout interviewing and hiring process
- Executed tasks as assigned in order to increase manager’s available productive time.
- Experienced with productivity tools such as Slack, Zoom, Google Docs and Sheets.
Education
Bachelor of Science - Political Science / Sociology
University of Nigeria – Nsukka
10.2013 - 12.2017
Skills
Customer Service
Customer Retention
Communication
Problem solving
Team work
Leadership
Time management
Zendesk
Microsoft office suite
Slack
Timeline
Bills for Collection Officer
Ecobank Nigeria, Regional Processing Center
03.2022 - Current
Customer Support Representative
Spice Avenue Cookhouse
08.2020 - 12.2021
Customer Relationship Manager
USA College Soccer Recruitment Tour, Vertique Concepts Ltd
09.2019 - 09.2020
Personal Assistant
Supreme Court of Nigeria
04.2018 - 05.2019
Bachelor of Science - Political Science / Sociology
University of Nigeria – Nsukka
10.2013 - 12.2017