LILIAN UKOH
CUSTOMER CARE REPRESENTATIVE
Idimu,,Lagos
Summary
Friendly and empathetic with excellent communication skills, dedicated to providing outstanding service and support. Possesses solid understanding of customer needs and conflict resolution, coupled with strong problem-solving abilities. Aiming to build positive customer relationships and contribute to customer satisfaction and loyalty.
Overview
4
4
years of professional experience
6
6
years of post-secondary education
Work History
Customer Service Representative
PACKWAY INTEGRATED LTD
01.2023 - 01.2024
- Managing customers database
- Responding to messages and enquiries as regards our products
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Ensuring clients are satisfied with our service
- Creating content and calendar for our social media handle
- Keeping clients updated on their payment due date by sending messages, calls
- Having one on one Interactions with clients to know when it's convenient for them to pay
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
LOAN COLLECTOR
CO- MATRIX LTD
01.2020 - 01.2022
- Performed detailed account analyses to identify trends contributing to delinquencies and recommend appropriate actions for resolution.
- Assisted management in identifying potential high-risk loans for proactive monitoring and targeted intervention strategies.
- Educated borrowers on available financial assistance programs, guiding them towards suitable options for their specific needs.
- Utilized various communication methods including phone calls, emails, and written correspondence to maintain contact with borrowers throughout the collections process.
Education
HND - BUSINESS ADMINISTRATION
Lagos State Polytechnic
Lagos 01.2017 - 04.2020
ND - BUSINESS ADMINISTRATION
Lagos State Polytechnic
Lagos 01.2010 - 04.2012
Skills
Strong communication (written and oral)
Timeline
Customer Service Representative
PACKWAY INTEGRATED LTD
01.2023 - 01.2024
LOAN COLLECTOR
CO- MATRIX LTD
01.2020 - 01.2022
HND - BUSINESS ADMINISTRATION
Lagos State Polytechnic
01.2017 - 04.2020
ND - BUSINESS ADMINISTRATION
Lagos State Polytechnic
01.2010 - 04.2012
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