Mary Yakubu
Kubwa
Summary
I have proven track record in enhancing customer satisfaction and streamlining call handling at Ace Coterie Consulting, demonstrating exceptional problem-solving abilities and CRM software proficiency. Skilled in fostering relationships and efficiently managing high call volumes, I've significantly contributed to sales growth and customer service excellence.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Ace Coterie Consulting
01.2023 - 03.2024
- I answered phone with friendly greeting to create positive inbound calling experience for customers.
- Increase efficiency through enhanced call handling by utilizing available resources such as scripts, FAQs, and knowledge base articles when assisting customers.
- Thereby improving customer satisfaction by addressing and resolving inbound calls and inquiries promptly.
- I maintained data security standards while documenting customer interactions in the company's CRM system, ensuring both accuracy and confidentiality.
- I answered product and service questions, suggesting other offerings to attract potential customers.
- I reduced call wait times by quickly identifying customer needs and directing them to the appropriate department or resource.
- I helped customers navigate the company website or online portal, facilitating self-service solutions when appropriate.
- I actively pursued additional training opportunities to strengthen my customer relationship management skills
- I consistently followed up with customers on resolved issues to uphold high standards of customer service.
Financial Sales Executive
Prudential Zenith Insurance
11.2021 - 12.2022
- I collaborated with back-office team members to facilitate seamless business execution.
- I improved customer satisfaction by refining communication channels and speeding up response times.
- I engaged effectively with customers to establish connections and foster relationships.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- I reported issues to higher management with great detail.
- I expanded our market presence by identifying new business opportunities and forging strategic partnerships.
- Developed sales strategies to achieve short and long-term sales revenue objectives.
- Conducted regular meetings with team to discuss issues, concerns and updates.
Customer Care Representative
Studio 24
01.2014 - 12.2014
- I helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- I effectively managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- I built rapport with customers through active listening and empathetic responses, fostering positive relationships.
Pump Attendant
Edi-jen Filling Station
03.2009 - 04.2011
- I helped guests by dispensing fuel and processing payments
- Refilled automobiles and vehicles with appropriate levels of fluids and lubricants.
- Removed safety hazards, soiled items, and trash from customer areas.
- Responded to customer requests efficiently and with knowledgeable assistance.
- I built trustful relationships with customers to encourage return visits.
- I processed fuel and merchandise transactions by operating POS system with accuracy.
- Reduced wait times for customers by consistently monitoring fuel levels and promptly attending to vehicles.
Education
Associate of Arts - Business Administration And Management
Nehru Bamalli Polytechnic, Zaria Kaduna State
Zaria, Kaduna State01.2017
Associate of Arts - Business Administration
Nuhu Bamalli Polytechnic
Zaria, Kaduna 11.2013
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Computer Proficiency
- Complaint Handling
- Microsoft Outlook
- Call center experience
- Complaint resolution
- Follow-up skills
- Data Collection
- Building rapport
- Multi-line phone talent
- Appointment Scheduling
- Customer Relationship Management (CRM)
- Live chat support
- Sales expertise
- POS systems expert
Certification
Certificate in Customer Service and Relationship Management (CSRM) (2024)
Ace Coterie Consulting, Lagos
Reading, dancing and cooking
- Reading: I am proficient in analyzing and discussing various literary genres and topics.
- Dancing: Also, I am familiar with various dance styles, including their historical development and cultural importance.
- Cooking: I have experienced with recipes, cooking techniques, and culinary traditions spanning diverse cultures.
Timeline
Customer Service Representative
Ace Coterie Consulting
01.2023 - 03.2024
Financial Sales Executive
Prudential Zenith Insurance
11.2021 - 12.2022
Customer Care Representative
Studio 24
01.2014 - 12.2014
Pump Attendant
Edi-jen Filling Station
03.2009 - 04.2011
Associate of Arts - Business Administration And Management
Nehru Bamalli Polytechnic, Zaria Kaduna State
Associate of Arts - Business Administration
Nuhu Bamalli Polytechnic
Certificate in Customer Service and Relationship Management (CSRM) (2024)
Ace Coterie Consulting, Lagos
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