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LATIFAT IBRAHIM-AHMED
Customer Experience Expert
15, Benson Akinyele Street Off Jakande Gate, Oke-Afa, Isolo, Lagos
Summary
To use my experience and communication skills to resolve, enhance, and transform the face of customer interaction and business at large.
Organized and dedicated Administrative Assistant with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks.
Self-motivated work ethic to perform effectively in independent or team environments.
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
12
12
years of professional experience
11
11
years of post-secondary education
2
2
Languages
Work History
Telesales Specialist
Credit Direct Limited
Ikeja, Lagos State
02.2023 - Current
- Answered questions about company offerings with knowledgeable responses about products and services.
- Handled high-volume telemarketing operations with expert use of client management software and computer dialing.
- Asked pertinent questions to understand customer requirements.
- Built relationships with customers using strong persuasion and active listening skills.
- Generated leads and established relationships with potential customers through outbound telephone calls.
- Developed extensive knowledge of products and services to better assist customers.
- Documented customer interactions and transactions, maintaining accurate records of all dealings.
- Utilized sales techniques to build customer interest and close sales.
- Completed daily cold calling and outreach to build sales pipeline.
- Answered questions about company offerings with knowledgeable responses about products and services.
- Completed daily and weekly sales reporting using assigned tools.
- Delivered scripted sales pitch to potential customers, adjusting pitch to meet needs of specific individuals and businesses.
- Recorded and updated customer information in online systems.
- Built relationships with customers using strong persuasion and active listening skills.
- Made average of 50 outbound and inbound calls per day.
- Educated customers on product and service benefits, explaining features and answering questions.
Customer Retention Associate
Credit Direct Limited
Ikeja, Lagos
03.2022 - 01.2023
- Attending to customers enquiries and complaints.
- Reactivating dormant and inactive accounts, selling all products to them to enable them access loans.
- Developed and maintained courteous and effective working relationships.
- Demonstrated high level of initiative and creativity while tackling difficult tasks.
- Learned and adapted quickly to new technology and software applications.
- Strengthened communication skills through regular interactions with others.
- Gained extensive knowledge in data entry, analysis and reporting.
- Excellent communication skills, both verbal and written.
- Developed and maintained courteous and effective working relationships.
- Paid attention to details while carrying out tasks.
- Managed time efficiently in order to complete all tasks within deadlines.
- Passionate about learning and committed to continual improvement
- Demonstrated respect, friendliness and willingness to help wherever needed
Customer Experience Expert (Social Media Team)
United Bank for Africa Plc (Customer Fulfilment Centre)
Victoria Island, Lagos
10.2019 - 09.2021
- Handle customers' requests, complaint and enquiries via Social media handles (Instagram, Twitter, Facebook and Leo Chatbot)
- Carryout proper KYC via phone calls to ascertain complaint was made by account holder lodged.
- Effectively log complaints using required applications such as; GRP (Group Response Portal), CRM (Customer Relationship Management) and so on.
- Ensure all queries logged are resolved within TAT (Turn Around Time).
- Passionate about learning and committed to continual improvement.
- Resolved problems, improved operations and provided exceptional service
- Demonstrated high level of initiative and creativity while tackling difficult tasks.
- Organized and detail-oriented with strong work ethic.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Excellent communication skills, both verbal and written.
- Applied effective time management techniques to meet tight deadlines.
- Proven ability to learn quickly and adapt to new situations.
Front Desk Officer
United Bank for Africa Plc
Marina, Lagos State
02.2019 - 07.2019
- Keep front desk area tidy and presentable with all necessary materials.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Confirm booking of guests via Visitors Management Portal (VMP) and issuance of access cards to appropriate floors.
- Place calls to staff to inform them of their guests and also remind them to book their guests for proper tracking and documentation of issued access cards.
- Provide accurate answers to customers/clients questions and address their complaints if any.
- Prepare and manage outgoing mails by drafting correspondence.
- Monitor office supplies and place orders when necessary.
- Collaborated with team members to handle guest requirements from check-in through check-out.
Customer Experience Expert (Email Team)
United Bank for Africa Plc (Customer Fulfilment Centre)
Victoria Island, Lagos
11.2017 - 02.2019
- Demonstrated creativity and resourcefulness through development of innovative solutions.
- Log in complaints/queries using Group Response Portal (GRP).
- Handle customer enquiries and complaints professionally in line with Standard Operating Procedure (SOP).
- Attend to complaints and enquiries in timely and cautious manner.
- Participation in various data and information systems migration project.
- Resolution of complaints that span across different products and services, Attending to customers complaints, enquiries and complaints via our Social Media handles within Service Agreement Time.
- Calling customers to perform proper KYC (Know Your Customer) to enable me handle requests with high priorities to ensure request was actually sent by account holder to avoid impersonation/fraudulent transactions on customer’s account.
- Resolve Customer complaints within stipulated TAT (Turn Around Time) as stated in SOP (Standard Operating Procedure).
- Responding to mails and sending out mails to customers providing necessary forms based on his/her complaint/request, to enable me assist after performing proper KYC in cases where customer is unable to visit any of our business offices or is resident abroad to ensure customer satisfaction.
- Demonstrated creativity and resourcefulness through development of innovative solutions.
- Learned and adapted quickly to new technology and software applications.
- Participated in team projects, demonstrating ability to work collaboratively and effectively.
- Proven ability to learn quickly and adapt to new situations.
- Cultivated interpersonal skills by building positive relationships with others.
Computer Science Instructor
Nigerian Military School
Zaria, Kaduna State
01.2015 - 01.2016
- Composed course syllabus to clearly outline curriculum, expectations and deadlines at beginning of course.
- Delivered engaging curriculum through diverse methods of classroom instruction, computer lab activities and online learning systems.
- Compiled reading lists and other relevant assignments to bolster student understanding of class concepts.
- Met with students outside of class to answer questions, explain difficult concepts and address individual concerns.
- Set up computers and networking systems and delivered step-by-step instructions on basic use.
- Compiled, administered and graded examinations.
- Worked well in team setting, providing support and guidance.
IT Support Staff
Sterling Bank PLC
Marina, Lagos State
01.2011 - 04.2011
- Resolution of customers’ enquiries and complaints
- Computer network administration
- Assisting in Installation and maintenance of Computer
- Systems
- Call center management.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Responded to faults in networks to rapidly restore connectivity and prevent unnecessary downtimes.
- Promoted efficiency among departments with prompt resolution of system issues.
Education
National Youth Service Corps - Computer Science Instructor
Nigerian Military School
Zaria, Kaduna State 04.2015 - 04.2016
Higher National Diploma - Computer Science
Lagos State Polytechnic
Ikorodu, Lagos State 10.2012 - 11.2014
National Diploma - Computer Science
Lagos State Polytechnic
Ikorodu, Lagos State 09.2009 - 11.2011
Senior Secondary Certificate Examination (S.S.C.E) -
Millbank Hall Secondary School
Lasu-Ojo Road, Lagos State 09.2001 - 07.2007
Skills
OFFICIAL SKILLSGood communication and interpersonal skills
Computer skills including proficient use of Microsoft Office packages and Windows operating system
Cross-selling and Upselling skills to capture better share of the customer
Basic IT support
Complaint resolution
Sales expertise
Product and service knowledge
Interests
Travelling
Timeline
Telesales Specialist
Credit Direct Limited
02.2023 - Current
Customer Retention Associate
Credit Direct Limited
03.2022 - 01.2023
Customer Experience Expert (Social Media Team)
United Bank for Africa Plc (Customer Fulfilment Centre)
10.2019 - 09.2021
Front Desk Officer
United Bank for Africa Plc
02.2019 - 07.2019
Customer Experience Expert (Email Team)
United Bank for Africa Plc (Customer Fulfilment Centre)
11.2017 - 02.2019
National Youth Service Corps - Computer Science Instructor
Nigerian Military School
04.2015 - 04.2016
Computer Science Instructor
Nigerian Military School
01.2015 - 01.2016
Higher National Diploma - Computer Science
Lagos State Polytechnic
10.2012 - 11.2014
IT Support Staff
Sterling Bank PLC
01.2011 - 04.2011
National Diploma - Computer Science
Lagos State Polytechnic
09.2009 - 11.2011
Senior Secondary Certificate Examination (S.S.C.E) -
Millbank Hall Secondary School
09.2001 - 07.2007