FLORENCE OLIAKU
Banker /Real Estate Surveyor
Lagos,No 10 Aina Street Isolo
Summary
Knowledgeable,Hardworking and dedicated customer service professional with extensive experience in [Banking and Real Estate] industry.
Computer-savvy with upbeat nature and analytical problem-solving skills,
Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients.
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.
Motivated professional well-versed in building productive relationships,
Resolving complex issues and winning customer Loyalty Gifted in working with stressed, confused and upset individuals in need of benefits information and supportive guidance to navigate.
Overview
2
2
Languages
14
14
years of post-secondary education
6
6
years of professional experience
Work History
Customer Service Officer
United Bank For Africa
Lagos, Lagos
12.2019 - Current
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Coordinated solutions for over [100+] customer inquiries per day while meeting and exceeding performance quotas.
- Collected customer feedback and made process changes to exceed customer satisfaction goals [95]
- Provided primary customer support to internal and external customers in fast-paced environment.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
- Conferred with customers about concerns with products or services to resolve problems and drive sales.
- Assisted call-in customers with questions and orders.
- Handled over [95%] calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
- Helped [50+] customers every 5mins by approaching conversations with positive attitude and .
Real Estate Agent
Etudo and Company
Lagos, Lagos
12.2018 - 12.2019
- Generated leads for sales and rental properties through cold calls and referrals.
- Managed contracts, negotiations and all aspects of sales to finalize purchases and exceed customer expectations.
- Developed and maintained list of available properties suited to different needs and budgets for both commercial and industrial use.
- Advertised client properties through websites, social media and real estate guides.
- Presented purchase offers to sellers for consideration.
- Followed up with prospective buyers regarding incentives from builder and new developments in surrounding area.
- Developed and maintained relationships with clients through networking, postcards and cold calling.
- Created and implemented marketing plans to drive sales.
- Communicated with clients to understand property needs and preferences.
- Informed home buyer of sales, construction and warranty processes.
- Showed properties to potential buyers and other brokers at open houses and by appointment.
- Maintained inventories and records of sales collaterals and closings.
- Assisted clients in financial planning for purchase.
- Worked closely with clients to facilitate appropriate loans, inspections and credit reports.
- Negotiated, facilitated and managed real estate transactions.
- Liaised between buyers and sellers to provide positive experiences for both parties.
- Greeted and registered new clients to engage each in process and cultivate long-lasting relationships.
- Accompanied buyers and sellers to home inspections and appraisals.
- Guided clients from beginning to end of home buying process in choosing right property.
- Collected fees and documented payment processes for property transactions.
Real Estate Agent
Etudo and Company
Lagos, Lagos
01.2015 - 12.2015
- Presented purchase offers to sellers for consideration.
- Followed up with prospective buyers regarding incentives from builder and new developments in surrounding area.
- Communicated with clients to understand property needs and preferences.
- Maintained connections with clients to encourage repeat business and referrals.
- Guided clients from beginning to end of home buying process in choosing right property.
Customer Service Cashier
Mamas Inn Cuisine
Onitsha, Anambra
01.2012 - 01.2013
- Resolved customer complaints and maintained clean and tidy checkout area.
- Monitored self-checkout systems and provided assistance or intervention where required.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Restocked, arranged and organized merchandise in front lanes to drive product sales.
- Maintained reports of transactions and greeted customers when entering and leaving establishment.
- Counted money in drawers at beginning and end of each shift.
- Handled approximately [90%] daily credit and cash transactions for customers with accuracy and speed.
- Assisted customers with locating and choosing merchandise in any store department.
- Provided expertise on products, including demonstrating features, answering questions, and redirecting objections to highlight positive aspects.
- Quickly and accurately counted drawers at start and end of each shift.
- Checked prices for customers and processed items sold by scanning barcodes.
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
- Checked identification for proof-of-age and refusing alcohol and tobacco sales to underage customers.
- Helped customers manage large purchases by collecting items from shelves and storage locations.
- Conducted inventory counts by adding each item in stock and documenting it
- Set up new sales displays.
Customer Service Officer
Hotel Helson
Onitsha, Anambra
12.2011 - 12.2012
- Answered telephone calls to field inquiries from clients, vendors and various other callers seeking information.
- Kept reception area clean and neat to give visitors positive first impression.
- Coordinated travel accommodations for staff and out-of-town visitors, including vouchers, agendas and transportation.
- Drafted professional memos, letters and marketing copy to support business objectives and growth.
- Maintained building security by monitoring logbook and issuing visitor badges.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Sorted, received and distributed mail correspondence between departments and personnel.
- Liaised with vendors, contractors and professional services personnel to properly process orders in alignment with needs and specifications of management.
- Scheduled and confirmed appointments and meetings for
- Collected, sorted, distributed and sent mail and packages.
- Monitored premises, screened visitors, updated logs and issued passes to maintain security.
- Oversaw inventory activities, including materials monitoring, ordering or requisition and supply stocking or re-stocking.
- Prepared packages for shipment, pickup and courier services for prompt delivery to customers.
- Assisted in administrative duties for office team, including making phone calls, copies and schedules.
- Monitored and screened visitors to verify accessibility to inter-office personnel.
- Answered high-volume, multi-line telephone, directing callers to appropriate company personnel.
- Routed incoming mail and messages to relevant personnel without delay.
- Aggregated and prepared documentation and reports for office meetings, distribution and filing.
- Received and routed business correspondence to correct departments and staff members.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Welcomed all customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Resolved customer problems and complaints by
- Answered incoming calls on high-volume, multi-line phone switchboard and pleasantly transferred callers to appropriate personnel.
Sales Representative
Bontus Oil And Gas
Nnobi, Anambra
09.2011 - 12.2011
- Met with existing customers and prospects to discuss business needs and recommend optimal solutions.
- Utilized effective communication and active listening skills to create client rapport to grow profitability.
- Increased revenue by acquiring new customers and determining needs to offer relevant products.
- Communicated with customers to understand needs and recommend appropriate solutions.
- Set up calendar with customer birthdays and other special events for personal touch.
- Built strong rapport with clients by understanding needs and clearly explaining products.
Education
Higher National Diploma - Estate Management
Federal Polytechnic Oko
Anambra 01.2016 - 01.2019
National Diploma - Estate Management
Federal Polytechnic Oko
Anambra 01.2013 - 12.2015
Senior Secondary School Certificate/waec -
Wilson College
Kaduna 09.2008 - 08.2011
St Saviour Nursery And Primary School
Lagos 02.2001 - 03.2006
Skills
Service recommendations
Payment processing
Database Management
Account management
Coaching and mentoring
Satisfaction monitoring
Relationship building
Presentation skills
Marketing
Company policy adherence
Report preparation
Multi-line phone talent
Complaint resolution
Order fulfillment
Sales expertise
Accomplishments
- Processed new accounts and suggested additional products and services, increasing purchases by 95% on average per account.
- Developed exemplary research skills which helped alleviate customer issues quickly and effectively, saving relationships.
- Mentored new customer service representatives in telephone etiquette and problem solving skills, improving their overall confidence and enabling them to begin taking calls within days of hire.
- Supervised team of [5] staff members.
- Resolved product issue through consumer testing.
- Documented and resolved [Customer service issues] which led to [Great Results].
- Responding quickly to situations.
- Complying with the Data Protection Act at all times.
- Verifying the accuracy of orders from customers.
Timeline
Customer Service Officer
United Bank For Africa
12.2019 - Current
Real Estate Agent
Etudo and Company
12.2018 - 12.2019
Higher National Diploma - Estate Management
Federal Polytechnic Oko
01.2016 - 01.2019
Real Estate Agent
Etudo and Company
01.2015 - 12.2015
National Diploma - Estate Management
Federal Polytechnic Oko
01.2013 - 12.2015
Customer Service Cashier
Mamas Inn Cuisine
01.2012 - 01.2013
Customer Service Officer
Hotel Helson
12.2011 - 12.2012
Sales Representative
Bontus Oil And Gas
09.2011 - 12.2011
Senior Secondary School Certificate/waec -
Wilson College
09.2008 - 08.2011
St Saviour Nursery And Primary School
02.2001 - 03.2006