Customer Relationship Management (CRM)
Hi, I’m
Hannah Ogazi
CUSTOMER SERVICE SPECIALIST
Lagos,NG
Summary
A dedicated Customer Service specialist, with 7 years of experience, bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills, with the ability to work in a fast-paced environment. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
6
years of professional experience
4
Certificates
1
Language
Work History
Northwest Petroleum And Gas Company Limited
Customer Service Specialist
10.2019 - Current
Job overview
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Reduced response time for customer inquiries by streamlining communication processes.
- Educated customers about available resources such as online FAQs or user guides that could help them resolve future concerns independently.
- Ensured timely follow-up on pending cases, reducing the number of unresolved issues significantly over time.
- Tracked customer service cases and updated service software with customer information.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Conducted thorough research to address complex customer issues, ensuring complete resolution within specified timeframes.
- Implemented feedback from supervisors to improve performance in key areas such as empathy and active listening.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
United Bank For Africa
Customer Service Executive
08.2018 - 09.2019
Job overview
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Attended to inquiries/request/complaints via Facebook, Twitter, LinkedIn, Instagram, Google+, Video banking, Website and Live Chat.
- Chat posts to the 24hour Customer Fulfillment Center for different customer engagement.
- To be a crucial link between UBA customers and the bank offering seamless fulfillment via Social Media (Facebook, Twitter, LinkedIn, Instagram, Google +, Video Banking, Website, Live Chat and Email, thereby increasing the brands's revenue by over 85% within four months.
- Provide accurate, valid and complete information using the right methods/tools, thereby incresasing Customer Satisfaction Score(CSS) by over 90% within six months of joining the team.
- Meet personal/customer service team sales targets and call handling quotas by over 90%
Unilever Nigeria PLC (ConSol Limited)
Customer Support Officer
02.2018 - 08.2018
Job overview
- Cross-trained and provided backup support for organizational leadership.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Trained new personnel regarding company operations, policies and services.
- Created and maintained detailed database to develop promotional sales.
Education
University of Lagos, Lagos, Nigeria
Master's Degree from Environmental Management
04.2001
Hibreed Station Incorporation Canada
No Degree from Data Analysis Handling
04.2001
Federal University of Technology, Owerri Imo State, Nigeria
Bachelor's Degree from Biological Science
04.2001
Skills
Problem-solving abilities
International sales support
Team Collaboration
Communication
Empathy
Active listening
Customer support
Google Workspace
Microsoft Office 365
Inbound and Outbound calling
Time Management and Multitasking
Team Leadership
Accomplishments
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
Software
Enterprise Resource Planning (ERP)
Zendesk
Slack
Microsoft Office 365
Certification
Etiquette Driven Customer Service (Poise Nigeria Limited)
Timeline
Business Communication Skills (Alison Online)
05-2024
Brand Management (London School of Business Administration)
05-2024
Data Handling & Data Analytics Certification ( Hibreed Station Incorporation, Canada)
12-2022
Etiquette Driven Customer Service (Poise Nigeria Limited)
11-2019
Customer Service Specialist
Northwest Petroleum And Gas Company Limited
10.2019 - Current
Customer Service Executive
United Bank For Africa
08.2018 - 09.2019
Customer Support Officer
Unilever Nigeria PLC (ConSol Limited)
02.2018 - 08.2018
University of Lagos,
Master's Degree from Environmental Management
04.2001
Hibreed Station Incorporation
No Degree from Data Analysis Handling
04.2001
Federal University of Technology, Owerri
Bachelor's Degree from Biological Science
04.2001