Faith Ediawe
Customer Service Professional
Abuja,FCT
Summary
A highly skilled and customer-focused professional with over 5 years of experience in delivering exceptional customer service in high-pressure environments. Proven track record in resolving customer complaints, driving customer satisfaction, and improving service delivery. Adept at fostering strong relationships and educating customers on digital platforms and self-service solutions. Seeking to leverage my skills and expertise to contribute to your organization’s customer service excellence.
Overview
9
9
years of professional experience
Work History
Client Service Officer
Stanbic IBTC Bank
Nigeria
12.2020 - Current
- Increased customer satisfaction scores by 25% through streamlined processes and a customer-first approach
- Educated customers on the bank's digital platforms and self-service devices, increasing adoption by 20%
- Maintained service level agreements, resolving issues within 8 hours and achieving 95% compliance
- Reduced complaint resolution times by 40%, resulting in a 30% improvement in customer satisfaction
- Collaborated with team members to drive operational efficiency and improve service workflows.
Executive Assistant
Global Busc Limited
Abuja
10.2019 - 09.2020
- Fostered strong relationships with clients, increasing satisfaction and loyalty by 85%
- Managed customer inquiries, resulting in a 75% reduction in complaints
- Supported executives with critical business operations, enhancing efficiency.
Business Solutions and Relations Officer
Exquisito Confectionaries
Ibadan
07.2015 - 10.2015
- Implemented customer service strategies that led to a 20% increase in satisfaction
- Led initiatives that aligned business operations with customer needs, improving retention.
Education
Bachelor Of Science - International Relations
Les Cours Sonou University Institute
Cotonou10.2019
Skills
Customer Service Excellence: Proven ability to resolve complaints efficiently, improving customer satisfaction scores by 25%
Communication & Interpersonal Skills: Strong ability to build relationships, communicate effectively, and empathize with customers
Digital Literacy: Experience in educating customers on the use of digital banking platforms and self-service devices
Process Improvement: Expertise in optimizing workflows, reducing transaction times, and enhancing service delivery
Team Collaboration: Experience working with cross-functional teams to enhance customer experience
Adaptability & Resilience: Comfortable working in dynamic, fast-paced environments and adapting to continuous changes
CRM Systems
Salesforce
Zendesk
Help Scout
Freshdesk
Zoho Desk
Time management
Complaint resolution
References
Priscilla Iyari, Regional Marketing and Communications Outreach Officer, FACE Coalition, Mississauga, Ontario, Canada, +14372585435, pris.oiyari@gmail.com
Timeline
Client Service Officer
Stanbic IBTC Bank
12.2020 - Current
Executive Assistant
Global Busc Limited
10.2019 - 09.2020
Business Solutions and Relations Officer
Exquisito Confectionaries
07.2015 - 10.2015
Bachelor Of Science - International Relations
Les Cours Sonou University Institute