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)
Proficiency in MS Outlook, Word and PowerPoint
Ability to manage internal and external Correspondence
Excellent Telephone handling abilityEffective written and verbal Communication
Courteous, presentable and politeProactive approach to problem-solvingGood knowledge of Office Administration
Problem-solving skills
Call center operations
Documentation and reporting
Customer support
Technical Support
Complaint resolution
Performance improvement
Customer service optimization
Inbound phone calls
Customer Relationship Management
Verbal and written communication
Logging call information
Client communication
Calm disposition
Email support
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