Research
EGUANUKU ALFRED OGHENEOVO
Customer Service Officer
7, John Close, Apapa, Lagos,Nigeria
Summary
Knowledgeable and dedicated customer service professional with extensive experience in FCMG and Medical industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Boost customer loyalty by delivering expert support and guidance to resolve any problem. Skillfully multitask and prioritize actions to manage incoming calls, emails and in-person inquiries. Skilled at listening to customers, meeting productivity targets and maintaining current knowledge of company offerings. Good research, communication and teamwork abilities. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
5
5
years of professional experience
15
15
years of post-secondary education
2
2
Languages
Work History
Laboratory Assistant
National Film Institute
01.2017
- Prepare samples for testing using various laboratory equipments
- Maintain all laboratory records
- Clean and sterilize equipments and work area
- Conduct laboratory tests, analyze results and document findings
- Classify and label samples
- Esearch Projects
- Prevalence of Extended Spectrum Beta-Lactamase Producing Escherichia coli and Klebsiella pneumoniae Among Various Dog Species In Lagos, Nigeria
- (2015)
- Epidemiology and Management of Filovirus Infections In Humans
- (2015)
Sales (HORECA Representative)
Honeywell Flour Mills Plc, Via Rutforce Marketing Sersices Ltd
Lagos
05.2018 - 12.2021
- Liaise with clients in all areas of sales of Honeywell whole wheat meal - product information, special discounts, new products, company services etc
- Manage all field outlets allocated to me through daily visits and phone calls
- Provide effective, efficient and prompt service delivery to customers
- Offer advice to customers on products, in line with customers’ needs
- Deal with customers complaints, ensuring complete resolution on every complaint
- Receive customers’ orders and make sales through weekly supplies
- Send daily work reports online via WPS Office
- Daily collection and weekly submission of Honeywell whole wheat meal sacs for validation and evidence of outlets’ preparation
- Recce new outlets monthly as well as grow the ones already allocated to me
- Offer field insights by reporting all field activities including those of our competitors.
Customer Service Officer
SYNLAB Nigeria
LAGOS, LAGOS
07.2020 - Current
- Resolved concerns with products or services to help with retention and drive sales.
- Promoted company brand and unique offerings through personalized customer service.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Tracked results of various promotional campaigns by gathering feedback from customers and recommended areas of improvement.
- Coordinated solutions for high volume of customer inquiries per day while meeting and exceeding performance quotas.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction.
- Completed data entry to record call notes, suggestions and questions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
- Resolved customer billing errors by researching issues in system, asking open-ended questions and determining root causes of problems.
- Marketed additional products and services complementing customers' current offerings and adding value.
- Delivered exceptional training and hands-on motivation to team members to enhance service delivery approaches and boost customer satisfaction.
- Developed working relationships with internal and external customers while assisting with account management duties.
- Assisted marketing team on short-term and long-term promotional projects and provided regular updates on status and progress.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email or online chat.
- Escalated critical customer issues to supervisor immediately to avoid lost revenue and canceled policies.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement and align teams to better meet customer demands.
- Submitted reports to management outlining calls made, queries received and issues resolved and uploaded KPI reports into Service Cloud system.
Education
Amazon Web Services AWS Solutions Architect -
UDEMY
Online 10.2021 - Current
Bachelor of Science - Microbiology
University of Lagos
09.2011 - 11.2015
NECO -
Hopebay College
42, Fijabi Street, Mosafejo, Lagos 09.1995 - 07.2001
First School Leaving Certificate -
Hope Children School
Lagos 09.1990 - 07.1995
Skills
Specimen analysis
Equipment testing and calibration
Sterilization techniques
Documentation and reporting
Specimen handling
Hematology
Customer Relations
Interpersonal communication skills
Problem solving strength
Records management
Strategic planning
Network development
Lead prospecting
Complaint resolution
Sales expertise
Service standard compliance
Creative problem solving
Professional telephone demeanor
Training development aptitude
Multi-line phone talent
Key stakeholder relationship building
Strategic sales knowledge
Administrative support
Account management
CRM
Staff education and training
Report preparation
Interests
Entertainment
Sports
Timeline
Amazon Web Services AWS Solutions Architect -
UDEMY
10.2021 - Current
Customer Service Officer
SYNLAB Nigeria
07.2020 - Current
Sales (HORECA Representative)
Honeywell Flour Mills Plc, Via Rutforce Marketing Sersices Ltd
05.2018 - 12.2021
Laboratory Assistant
National Film Institute
01.2017
Bachelor of Science - Microbiology
University of Lagos
09.2011 - 11.2015
NECO -
Hopebay College
09.1995 - 07.2001
First School Leaving Certificate -
Hope Children School
09.1990 - 07.1995