HANNAH ADEKANYE
Customer Service Professional
Lagos,LA
Summary
Customer Service and Administrative Professional with over 6 years of experience in Banking and remote customer service. Skilled with CRM tools (Freshworks, Zoho, Zendesk, Hubspot) and project management tools (Asana, Clickup, Trello, Notion). Proven ability to manage remote customer interactions, streamline processes and enhance client relationships. Adept at working across time zones, managing virtual teams and utilizing digital collaboration tools like Slack, Zoom and Microsoft Teams. Looking to leverage my skills in a remote, customer-focused role.
Overview
7
7
years of professional experience
Work History
Online Account Opening Team
Providus Bank
01.2023 - 10.2024
- Responsible for customer’s account opening and regularization online.
- Responsible for handling customers' complaints and enquiries regarding products and services.
- Resolved customers’ inquiries with a 90% satisfaction rate through CRM-based ticketing.
- Provided exceptional customer service, addressing inquiries and resolving customers’ complaints promptly and professionally.
- Maintained a high level of confidentiality and efficiency in processing online account applications.
Customer Service Representative
Wema Bank Plc
09.2020 - 12.2022
- Supported retail distributors, dealers and customers through in-person and telephone support.
- Demonstrated product features, answered questions and persuasively overcame objections.
- Responsible for ensuring that customers’ funds transfer instructions are efficiently and promptly executed without delay with a positive impact on customers’ delight.
- Responsible for daily and weekly balancing of internal funds transfer accounts such as Managers’ cheques, cash advance etc. maintain proper records of funds transfer transactions.
- Responsible for handling customer financial transactions like deposits, withdrawals, transfers, money orders.
- Provided customers with information to address enquiries regarding products and services.
Front Desk/Administrative Assistant
T And P Communications Limited
11.2018 - 08.2020
- Collect clients' documents and information upon referral.
- Monitored office supplies by checking inventory and placing orders.
- Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel.
- Enhanced clients’ satisfaction by creating prompt and courteous reception services, including welcoming clients and directing them to the appropriate personnel.
- Increased clients’ satisfaction by resolving their inquiries within 24hours or less.
- Demonstrated strong organizational skills by managing multiple tasks simultaneously and meeting deadlines.
- Improved operational efficiency by effectively managing and prioritizing administrative tasks such as mail distribution and meeting scheduling.
- Contributed to a positive company image by maintaining a professional and organized office environment.
Customer Service Representative
Chicken Republic
01.2018 - 10.2018
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided primary customer support to internal and external customers.
- Responded to customer requests for products, services, and company information.
- Delivered exceptional customer service by efficiently handling customers’ complaints, resolving issues promptly and maintaining a positive and professional demeanor.
- Contributed to revenue growth by actively promoting and upselling menu items, leading to increased sales and customer satisfaction.
- Demonstrated strong problem-solving skills by identifying and resolving operational challenges in a timely manner, ensuring smooth business operations.
- Optimized operational efficiency by accurately processing customers’ orders, managing electronic payments and cash transactions.
Education
Bachelor of Science - Soil Science And Land Management
University of Benin
Benin City, Edo, Nigeria09-2017
High School Diploma -
Noel College of Arts And Sciences
Lagos Nigeria06-2011
Skills
- Excellent oral and written communication
- Time Management
- Detail oriented
- Good listening skill
- Problem solving
- Emotional intelligence and empathy
- Customer service and Relationship Management
- CRM & Project Management Tools (Freshworks, Asana, Notion, Clickup, Zendesk, Hubspot)
- Calendar & Email management
- Phone/Email support
- Order management
- Multitasking
- Time management
- Collaboration tools like Slack,Google chat, Zoom,
- Remote office availability
- Flexible and adaptable
Timeline
Online Account Opening Team
Providus Bank
01.2023 - 10.2024
Customer Service Representative
Wema Bank Plc
09.2020 - 12.2022
Front Desk/Administrative Assistant
T And P Communications Limited
11.2018 - 08.2020
Customer Service Representative
Chicken Republic
01.2018 - 10.2018
Bachelor of Science - Soil Science And Land Management
University of Benin
High School Diploma -
Noel College of Arts And Sciences
Accomplishments
PROVIDUS BANK: Increased online account opening efficiency by 20% through process improvements and streamlined workflows. Reduced customer complaint resolution time by 15% by implementing a new complaint management system.
WEMA BANK PLC: Improved customer satisfaction by 10% as measured by customer surveys and feedback.
Reduced transaction processing time by 25% through automation and process optimization.
T & P COMMUNICATIONS LTD: Successfully managed and coordinated 15 events within tight deadlines.
Reduced administrative tasks by 30% through process improvement and automation.
CHICKEN REPUBLIC: Increased average order value by 15% through effective upselling and cross-selling techniques.
Reduced customer wait times by 20% by optimizing order processing and kitchen operations.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Advanced (C1)
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