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
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
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