Okocha Onu
Customer Service Specialist
Lagos
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
3
3
years of professional experience
4
4
years of post-secondary education
4
4
Certifications
Work History
Contact Center Agent
Ikeja Electricity Distribution Company
Ikeja
10.2021 - Current
- Responding to customer calls and emails to answer questions about products and services.
- Resolving customers concerns with products or services to help with retention and drive sales.
- Entering customer information into customized computer system with CRM tool to document and organize client records.
- Helping large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintaining and encouraging customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
- Adhering to company policies and scripts to consistently achieve call-time and quality standards.
- Delivering exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Resolving over 70 customer issues per shift by researching and exploring answers, implementing solutions, and escalating unresolved problems to upper management..
- Addressed customer account discrepancies and concerns.
- Established and fostered strong relationships through application of excellent interpersonal skills.
Contact Center Agent
Union Bank of Nigeria
Ikeja
06.2021 - 09.2021
- Ensured that customers are happy and do not have any other queries
- Provided product and service information to customers
- Documented all call information according to standard operating procedures.
- Answered over 70 calls per shift to meet fast-paced call center demands.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Entered customer information into customized computer system with CRM tool to document and organize client records.
- Addressed customer account discrepancies and concerns.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Resolved over 55 customer issues per shift by researching and exploring answers, implementing solutions, and escalating unresolved problems to upper management.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Front Desk Officer
Orelad Guesthouse
Ikenne
03.2020 - 02.2021
- Entered and updated sensitive customer information during check-ins and room changes.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Updated customer accounts with add-on room charges, minibar use, and room service bills.
- Ran reports detailing daily guest numbers, accounting expenses, and income and room service usage.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Prepared weekly employee work schedules to meet operational needs.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
Education
BSc. - Business Administration (Second Class Upper)
Federal University of Technology Akure
Ondo State, Nigeria. 09.2015 - 12.2019
Skills
Sound bookkeeping skill (physical and Electronic)
Certification
CertificateinBusinessManagement Professional - ICCOrganisation UK
Timeline
Contact Center Agent
Ikeja Electricity Distribution Company
10.2021 - Current
Contact Center Agent
Union Bank of Nigeria
06.2021 - 09.2021
Certificate in Microsoft outlook-Digital Nigeria
03-2021
Certificate in Jobberman Softskills -Jobberman Softskill training
03-2021
CertificateinBusinessManagement Professional - ICCOrganisation UK
02-2021
CertificateinProjectManagement Professional - ICCOrganisation UK
02-2021
Front Desk Officer
Orelad Guesthouse
03.2020 - 02.2021
BSc. - Business Administration (Second Class Upper)
Federal University of Technology Akure
09.2015 - 12.2019
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