Paul OKEOWO
Customer Service Specialist | Data Analyst | Microsoft Excel Specialist
Lagos,Lagos
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Oil & Gas industry. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability. Adept at delivering first-rate services in data analytics, customer retention, client management, data management and insights.
Overview
8
8
years of professional experience
2
2
years of post-secondary education
12
12
Certifications
Work History
Customer Care Specialist
Estymol Oil Services Limited (Seconded to OVH Energy - Oando Licensee)
Apapa, Lagos
05.2015 - Current
- Implementation of processes, policies and procedures, and the management of resources to ensure customer service levels are maintained and company's business goals are met
- Manages customer relevant queries, complaints and request for information on products and services
- Oversees the day to day running of the customer care centre nationwide
- Proactively support the sales and operations team with services that seek to improve customer experience with the company
- Establish mechanism for reduced complaint occurrence ratio
- Utilize Customer Relationship Management (CRM) tool to foster better relationships with our customers
- Provides regular departmental reports and insights for advisory
- Manage, investigate and resolve external and internal queries and complaints within existing SLA
- Maintains high retention rate by responding to customer queries, inquiries and request on social media
- Serves as the Relationship Manager for Value Added Peddling (VAP) customers ensuring all concerns are addressed timely and promptly
- Facilitates training and development to improve business performance and customer satisfaction.
- Resolved concerns with products or services to help with retention and drive sales.
After Sales Engineer
StarTimes Nigeria
Mushin, Lagos
02.2013 - 09.2014
- Attended to customer queries, complaints and request for information on products and services
- Prepared weekly sales reports on the sales department to track product performance and success
- Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges
- Handled maintenance and repair of computer systems, decoders and other company gadgets
- Performed troubleshooting of electrical Appliances and generator.
Education
HND - Electrical and Electronics Engineering
Lagos State Polytechnic
Lagos 01.2006 - 01.2008
Skills
Stakeholder Management
Research & Insights
Data Analytics & Visualization
Customer Service Supervision
Business Intelligence
Report writing & Administration
Troubleshooting
Tech-savvy
Project Management
Sales & Lead generation
Product & Service support
Complaint resolution
Software
Microsoft Excel
Microsoft Word
Microsoft PowerPoint
Microsoft Teams
Microsoft Power BI
Python
Certification
Microsoft Office Specialist (Excel 2013), Certiport
10-2017
Defining and Achieving Professional Goals, LinkedIn
01-2018
Microsoft Excel - Advanced Excel Formulas & Functions, Udemy
03-2020
Customer Service 2.0: Learn Digital Customer Service
04-2020
Security Awareness Training, Udemy
04-2020
Lean Six Sigma Foundations, LinkedIn
04-2020
Leading with Emotional Intelligence, LinkedIn
04-2020
Public Speaking for Professionals, Udemy
05-2020
Occupational Health & Safety management system (ISO 45001), Udemy
06-2020
Operations Management: Supply Chains, Products and Services, Udemy
10-2020
Certified Customer Service Professional (CCSP), CICRM
02-2021
Entry Certificate in Business Analysis™ (ECBA™), IIBA
01-2022
Accomplishments
- Used Microsoft Excel to develop quality reporting templates for the unit.
- Collaborated with team of 9 in the development of Customer Service Week.
- Awarded as one of the staff who displayed OVHEM culture values; Customer-focused, Ownership, Teamwork, Safety and Integrity (COTSI).
Timeline
Entry Certificate in Business Analysis™ (ECBA™), IIBA
01-2022
Certified Customer Service Professional (CCSP), CICRM
02-2021
Operations Management: Supply Chains, Products and Services, Udemy
10-2020
Occupational Health & Safety management system (ISO 45001), Udemy
06-2020
Public Speaking for Professionals, Udemy
05-2020
Customer Service 2.0: Learn Digital Customer Service
04-2020
Security Awareness Training, Udemy
04-2020
Lean Six Sigma Foundations, LinkedIn
04-2020
Leading with Emotional Intelligence, LinkedIn
04-2020
Microsoft Excel - Advanced Excel Formulas & Functions, Udemy
03-2020
Defining and Achieving Professional Goals, LinkedIn
01-2018
Microsoft Office Specialist (Excel 2013), Certiport
10-2017
Customer Care Specialist
Estymol Oil Services Limited (Seconded to OVH Energy - Oando Licensee)
05.2015 - Current
After Sales Engineer
StarTimes Nigeria
02.2013 - 09.2014
HND - Electrical and Electronics Engineering
Lagos State Polytechnic
01.2006 - 01.2008
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