Idorenyin Uffang
Customer Care Representative
Lagos ,Nigeria
Summary
OBJECTIVES: To obtain a position in a competitive working environment that will enable me utilize my strong organizational skills and potentials, where my contribution will meet the establishment set goals as well as my educational background, work experience which will facilitate me to work successfully with my colleagues and build my career to the highest obtainable rank in the industry, leaving a great positive profitable impact on the company.
Overview
2026
2026
years of professional experience
2
2
years of post-secondary education
1
1
Language
Work History
Quality Assurance Officer
Blue Ridge Microfinance Bank
Lagos, Nigeria
02.2022 - Current
- Engaged in auditing of calls between call center agents and customers
- Provided extensive quality assurance training via both in-person and remote teleconferences.
- Resolved issues efficiently and built excellent client rapport, which led to enhanced customer satisfaction ratings.
- Recorded, analyzed and distributed statistical information.
- Monitored staff organization and suggested improvements to daily functionality.
- Implemented new quality assurance and customer service standards.
- Reported problems and concerns to management.
- Engaged in providing quality corrections to call center agents calling activity when found not conforming to the standard call quality of the company
- Engaged in feedback outbound calls to customer to ascertain the quality of the company’s services
- Engaged in problem solving and troubleshooting resolution for customers and call center agents when necessary
- Was responsible for logging of customer’s feedback review
- Was responsible for implementation of quality calling system enabling policies
- Was responsible for monthly training of call center agents
- Was responsible for daily, weekly and monthly evaluations of assigned call center agent’s quality performance
- Was responsible for winning back irate customers as well as customers who have had negative experience or impression about the company’s product
- Was responsible for educating customers on product knowledge.
- Conducted evaluations to identify weak areas and identify problematic issues while promoting corrective methods.
CONTACT CENTER AGENT (CUSTOMER CARE REPRESENTATIVE)
MULTICHOICE GROUP
LAGOS, NIGERIA
1 1 - 01.2022
- Engaged with customers via phone call to resolve customer’s complaints
- Daily Telemarketing via phone call
- Engaged with customers to assist with customer’s enquiry about products via phone call
- Daily product knowledge education to customers via phone call
- Daily Telemarketing with customers via phone call
- Daily updating of customers on new and updated products as well as upgrades via phone call.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Maintained excellent attendance record, consistently arriving to work on time.
- Identified issues, analyzed information and provided solutions to problems.
- Resolved problems, improved operations and provided exceptional service.
- Participated in team-building activities to enhance working relationships.
- Handled calls per day to address customer inquiries and concerns.
- Maintained energy and enthusiasm in fast-paced environment.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Carried out day-to-day duties accurately and efficiently.
- Worked with customers to understand needs and provide excellent service.
MARINE SUPERVISOR
IBAO HAULAGES AND SERVICES LIMITED
LAGOS, Nigeria
02.2021 - 06.2021
- I was responsible for outsourcing of marine equipment for the company
- Utilized exemplary negotiation skills to obtain operational service agreements and assure quality standards in all the barging operations.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Recruited and developed employees for the marine department.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Supervised site investigations, reported issues and escalated those that required further assistance.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Reviewed established policies and procedures to take on temporary leadership positions, motivate employees and facilitate smooth barging operations.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Trained and developed personnel to improve safety, employee relations and resolve intermodal logistics issues.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Utilized exemplary negotiation skills to obtain operational service agreements and assure quality standards.
- Engaged in customer care service for resolving of complaint made by clients
- I was responsible for satisfying all marine equipment acquired by the company before usage
- I also served as the team head for marine project execution
- Supervised and performed human resource management functions for subordinates.
- I was responsible for the supervision of all barging activities in the company
- Performed supplier risk evaluations and supported regulatory inspections.
- Encouraged departmental employees to present positive, exemplary image to customers.
- Developed detailed plans based on broad guidance and direction.
- I was responsible for presentation and marketing of our marine assets and operations to client.
- I was responsible for cost analysis of marine operations in the company.
- I was tasked with the duty of official visitations and negotiations with relevant authorities regarding the marine operations of the company.
HOTEL SUPERVISOR
ALBERT SUITES HOTEL
Uyo, Nigeria
05.2016 - 09.2018
- I was responsible for checking in and checking out of guests.
- Booked large groups for weddings, seminars, conferences and other events, providing best available room rates.
- I was the first point of contact with guests which was a major delicate role for success of the company’s transaction to be completed.
- I was responsible for the safety and welfare of all the guests in the hotel.
- I supervised the general hotel services offered to our customers by all the departments in the hotel.
- I was responsible for arrangement of executive airport pick and drop of our guests.
- I was also responsible for ensuring that the rooms are neatly cleaned and organized before and after checking in of guests and after checking out of guests.
- I was responsible for remittance of paid bills to the accountant.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- I was the hotel tour guide for our new guests.
- I was equally responsible for organizing of events at the hotel.
- I was responsible for ensuring that all rooms, lobbies, kitchen and all the areas of the hotel was neatly kept and maintained as well as replacement of furniture when necessary.
- I always ensured that our guests had the best 5-star hotel experience.
- I engaged in customer care service for resolving of complaints made by clients.
- Received and processed stock into inventory management system.
- Maintained excellent attendance record, consistently arriving to work on time.
- Drove operational improvements which resulted in savings and improved profit margins.
- Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
- Oversaw day-to-day operations of 20 room hotel with staff of 18 employees.
- Offered appropriate reservation options based on expected attendees when coordinating events.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Supervised team o 4 front desk agents and helped to resolve issues arising during shifts.
- Provided services efficiently and with high level of accuracy.
- Provided exceptional service and assistance to guests upon check-in.
- Increased customer service ratings through personable service.
- Coordinated with waitstaff to regularly clean buffet areas and refill hot and cold items quickly.
- Established internal databases and record management systems to enhance accuracy and integrity of documentation and data.
- Promoted hotel brand by incorporating new social media marketing program, resulting in % increase in new business.
FRONT DESK REPRESENTATIVE
ALBERT SUITES HOTEL, L LINE EWET HOUSING ESTATE. AKWA IBOM STATE
Uyo, Nigeria
01.2016 - 09.2016
- Collected room deposits, fees and payments.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Planned coverage needs and organized services to support incoming special events.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
- Transcribed phone messages and relayed to appropriate personnel.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Answered multi-line phone system and enthusiastically greeted callers.
- Entered and updated sensitive customer information during check-ins and room changes.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Kept accounts in balance and ran daily reports to verify totals.
- Stored guest valuables in safe and individual boxes for security.
- Updated customer accounts with add-on room charges, minibar use and room service bills.
- Introduced customers to resort amenities with pleasant and helpful demeanor.
- Maintained transaction security by verifying payment cards against identification.
Education
National Diploma - Nautical Science
Maritime Academy of Nigeria
Akwa Ibom. Nigeria 09.2016 - 12.2018
Skills
Building Your Skills In Customer Servicesundefined
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The real test is not whether you avoid this failure, because you won’t. It’s whether you let it harden or shame you into inaction, or whether you learn from it; whether you choose to persevere.
Barack Obama
Timeline
Quality Assurance Officer
Blue Ridge Microfinance Bank
02.2022 - Current
MARINE SUPERVISOR
IBAO HAULAGES AND SERVICES LIMITED
02.2021 - 06.2021
National Diploma - Nautical Science
Maritime Academy of Nigeria
09.2016 - 12.2018
HOTEL SUPERVISOR
ALBERT SUITES HOTEL
05.2016 - 09.2018
FRONT DESK REPRESENTATIVE
ALBERT SUITES HOTEL, L LINE EWET HOUSING ESTATE. AKWA IBOM STATE
01.2016 - 09.2016
CONTACT CENTER AGENT (CUSTOMER CARE REPRESENTATIVE)
MULTICHOICE GROUP
1 1 - 01.2022
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