Proven Customer Relationship Officer with a track record at First Bank of Nigeria Ltd, enhancing customer loyalty and boosting sales through expert account management and complaint resolution. Skilled in CRM and team building, I excel in fostering inter-department collaboration and driving service excellence, significantly improving customer satisfaction and retention.
Hi, I’m
Oluwatosin Oke
Customer Relationship Officer
Lagos,LA
Summary
Overview
18
years of professional experience
4
Certifications
Work History
First Bank of Nigeria Ltd
Customer Relationship Officer
08.2012 - Current
Job overview
- Maintained accurate records of customer interactions, enabling better understanding of client issues and facilitating follow-ups when needed.
- Made customers aware of current and new programs and services.
- Improved customer satisfaction by addressing and resolving their concerns in a timely manner.
- Managed customer relations on ongoing basis to maximize customer retention.
- Boosted sales revenue with upselling strategies tailored to individual customers'' preferences and requirements.
- Assisted customers with opening accounts and signing up for new services.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information.
- Increased customer loyalty through the development of personalized relationships with clients.
- Liaised between customers and organization with particular focus on working with sales department.
- Completed opening and closing functions to meet operational needs.
- Developed targeted marketing campaigns for specific customer segments, increasing engagement rates among clients.
- Enhanced cross-selling opportunities by understanding customer needs and recommending relevant products or services.
Intercontinental Bank Plc
Customer Service Officer
09.2009 - 08.2012
Job overview
- Assisted call-in customers with questions and orders.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Completed data entry to record call notes, suggestions and questions.
- Developed strong rapport with customers, fostering loyalty and repeat business through personalized service.
- Increased customer retention with prompt follow-ups on pending issues and proactive problem-solving strategies.
- Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
- Improved first-contact resolution rate by efficiently handling customer queries during initial interactions.
- Boosted company reputation by providing exceptional customer service through phone, email, and chat support channels.
Darby & Jones Hospital
Admin Officer
07.2007 - 08.2009
Job overview
- Maintained accurate records, ensuring timely processing of invoices, payments, and financial reports.
- Created, prepared, and delivered reports to various departments.
- Updated reports, managed accounts, and generated reports for company database.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Streamlined office processes by implementing efficient administrative systems and procedures.
Education
University of Agriculture, Abeokuta Nigeria
Bachelor Of Science from Home Science And Management
07.2004
University Overview
Skills
Inter-department collaboration
Account updates
Sales proficiency
Team Building
Customer Relations
Report preparation
Service standard compliance
CRM
Professional telephone demeanor
Medical terminology knowledge
Complaint resolution
Account management
Certification
Workshop on creativity, innovation & team building
Timeline
Effective customer service skills
12-2024
Delivering Service excellence
07-2013
Customer Relationship Officer
First Bank of Nigeria Ltd
08.2012 - Current
Customer Service Officer
Intercontinental Bank Plc
09.2009 - 08.2012
Workshop on creativity, innovation & team building
02-2009
Customer service and care training
02-2009
Admin Officer
Darby & Jones Hospital
07.2007 - 08.2009
University of Agriculture, Abeokuta
Bachelor Of Science from Home Science And Management