Esione Idodo
Lekki,Lagos
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
12
12
years of professional experience
Work History
Manager
Uba Pharmaceutical Nigerian Limited
10.2018 - Current
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Developed and implemented business strategies to achieve business goals and stay competitive.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Customer Service Representative
Diamond Bank Plc
11.2014 - 10.2018
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Tracked customer service cases and updated service software with customer information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Promptly responded to inquiries and requests from prospective customers.
- Reached out to customers after completed sales to suggest additional service or product purchases.
Online Customer Service Representative
Mobile Telephone Network (MTN)
07.2011 - 07.2014
- Answered live online chats to give quick answers and solve problems faster.
- Resolved customer complaints by determining cause of problem, selecting best solution and expediting correction or adjustment.
- Conducted quality assurance reviews of website to maintain accuracy of online booking tool.
- Troubleshot and resolved online ordering issues and concerns to promote seamless ordering process for customers.
- Developed and maintained knowledge of evolving products and services to accurately answer questions and make recommendations based on customer needs.
- Documented and updated customer records in Software to record interactions and facilitate follow-up.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promoted available products and services to customers during service, account management, and order calls.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
- Investigated and resolved customer inquiries and complaints quickly.
Education
Bachelor Of Social Science - Sociology
University of Benin
Edo State Nigeria 12.2007
Skills
- Customer Relationship Management
- Sales and Marketing
- Verbal and Written Communication
- Team Leadership
- Staff Management
- Managing Employee Relations
- Supplier Relations
- Time Management
- Invoice Reconciliation
- Managing Files and Records
- Business Analysis
- Managing Operations and Efficiency
- Managing Multiple Tasks
- Overseeing Employees
- Income and Expense Management
- Job Assignments
Timeline
Manager
Uba Pharmaceutical Nigerian Limited
10.2018 - Current
Customer Service Representative
Diamond Bank Plc
11.2014 - 10.2018
Online Customer Service Representative
Mobile Telephone Network (MTN)
07.2011 - 07.2014
Bachelor Of Social Science - Sociology
University of Benin
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