Kelvin Oseghale
Customer Service Representative
Lagos
Summary
Passionate and dedicated customer service professional with extensive experience in providing exceptional service in various industries. Proficient in handling inquiries,resolving issues, and ensuring customer satisfaction. Skilled in communication, problem-solving, and utilizing CRM systems to deliver top-notch support in virtual environments.
Overview
4
4
years of professional experience
10
10
years of post-secondary education
Work History
Customer Service Representative
Specialty Life Insurance
Ontario
03.2021 - Current
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Handled customer inquiries and suggestions courteously and professionally.
- Managed over 50 calls per day.
Customer Service Representative
Osas Travels And Tours
Lagos
11.2019 - 02.2021
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered constant flow of customer calls with minimal wait times.
- Tracked customer service cases and updated service software with customer information.
- Handled customer inquiries and suggestions courteously and professionally.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Managed over 20 calls per day.
Education
Bachelor of Science - Microbiology
University Of Benin
Benin City, Edo State, Nigeria 08.2015 - 09.2019
High School Diploma -
Silver Fountain College
Lagos,Nigeria 05.2009 - 06.2015
Skills
Complaint resolution
Sales expertise
Report preparation
Creative problem solving
Multi-line phone talent
CRM
Account management
Strategic sales knowledge
Professional telephone demeanor
Order fulfillment
Key stakeholder relationship building
Additional Information
CRM Experience:
- Slack
- Dialer 2.0
- ChaseData
- Amazon workspace
- Microsoft Suite
- Google Suite
Timeline
Customer Service Representative
Specialty Life Insurance
03.2021 - Current
Customer Service Representative
Osas Travels And Tours
11.2019 - 02.2021
Bachelor of Science - Microbiology
University Of Benin
08.2015 - 09.2019
High School Diploma -
Silver Fountain College
05.2009 - 06.2015