Faith Tsado
Customer Care Officer
Abuja,FCT
Summary
At ACCESSbank, I excelled as a Customer Service Officer, leveraging empathy and comprehensive product knowledge to enhance customer satisfaction and retention. My proactive problem-solving and teamwork led to significant service delivery improvements, fostering loyalty and exceeding expectations through personalized, efficient support.
Overview
12
12
years of professional experience
5
5
Certifications
Work History
Customer Service Officer
ACCESSbank
Abuja
06.2012 - Current
- Assisted call-in customers with questions and orders.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Provided constructive feedback to peers and management on potential process improvements, aiding continuous enhancement of service quality.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Completed data entry to record call notes, suggestions and questions.
- Developed strong rapport with customers, fostering loyalty and repeat business through personalized service.
- Increased customer retention with prompt follow-ups on pending issues and proactive problem-solving strategies.
- Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
- Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
- Improved first-contact resolution rate by efficiently handling customer queries during initial interactions.
- Conducted thorough research to provide detailed solutions to complex customer inquiries, ensuring satisfaction and understanding.
- Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
Education
Bachelor Degree - Criminology
National Open University
Abuja01.2023
Skills
Empathy
Professionalism
Passion
Attention to details
Self-control
Team work
Adaptation
Certification
Diploma in Public Admin
Timeline
Executive Diploma in Digital Skill
12-2023
Cyber Security Best Practice and Standard
08-2023
Intelligence Counterintelligence : Quick guide
10-2022
Diploma in Criminology
10-2022
Customer Service Officer
ACCESSbank
06.2012 - Current
Diploma in Public Admin
11-2010
Bachelor Degree - Criminology
National Open University