MOROUNRANTI OMOWARE DUROSINMI
Ebute- Metta
Summary
Customer experience professional with robust expertise in enhancing client satisfaction and loyalty. Proven ability to develop and implement strategies that improve overall customer interactions and operational efficiency. Strong collaborator known for driving team success and adapting to evolving business needs. Skilled in problem-solving, communication, and relationship management, ensuring positive customer outcomes and consistent results.
Overview
11
11
years of professional experience
Work History
Customer Experience Executive
ACCESS BANK PLC
01.2019 - Current
- Migrate customer from old mobile banking app to updated version
- Issuance of instant debit card and activation of credit card
- Monthly report of total uncollected / released of cards and cheque books
- Enhance mobile transaction limit to all new and existing customers
- Cross sell and up sell bank products
- Promote Digital services
- Receive customer requests, complaints and enquires: treat within stipulated time
- Monitoring of monthly debit turnover
- Improved customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed high call volumes with exceptional time management and multitasking skills.
- Developed strong relationships with customers, leading to increased repeat business.
- Contributed to team efforts in exceeding monthly sales targets through upselling products and services when appropriate.
- Maximized customer retention by providing personalized assistance and tailored recommendations.
- Handled difficult situations calmly, maintaining professionalism at all times.
- Reduced customer complaints by providing timely solutions to issues.
- Provided outstanding support during peak periods, ensuring all customers received prompt attention.
- Cultivated a culture of empathy within the organization by emphasizing active listening skills among all staff interacting with customers.
CUSTOMER SERVICE EXECUTIVE
DIAMOND BANK PLC
01.2016 - 01.2019
- Account Opening: This is majorly generating a specific number called account number to customers; before this is generated a thorough review is done to enhance proper customer relationship which is core value of the bank
- Ensure all customer documents are filed chronologically to ensure quick and easy access for future requests
- Customer Request: Customer request are treated with diligence and ability to deliver an excellent result within timeframe and informing customer once changes have been made
- Sending and answering of mails promptly
- Review of documents submitted by customers for opening accounts, and ensuring that accurate supporting documents
- Liaise between the customer relationship management and the customer to ensure efficiency and effective in account management
- Carry out back ground checks on customers (Know Your Customer)
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Boosted customer retention rates by providing exceptional service and building rapport with clients.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
- Expertly navigated escalating situations, leading to resolutions that satisfied both clients'' needs while adhering to company policies.
NYSC
GOVERNMENT SECONDARY SCHOOL, HWOLSHE NYSC
01.2015 - 01.2016
- Preparation of Lesson plan
- Keep record of students’ register and academic activities
- Give weekly report on lesson plan to the head of department
Education
HND - Science Laboratory Technology (Biochemistry)
Lagos State Polytechnic
01.2014
ND - Science Laboratory Technology
Lagos State Polytechnic
01.2011
SSCE -
Girls’ Secondary School Grammar School
01.2008
Skills
- High integrity
- Strong base work ethic
- Accountability
- Ability to communicate efficiently
- Strong analytical ability
- Good team player
- Excellent computer skills in Microsoft Office
- Excellent computer skills in Microsoft Excel
- Excellent organizational skill
- Excellent interpersonal relation skill
- Problem-solving abilities
- Cross-functional coordination
- CRM software proficiency
- Brand representation
References
Available on request
Personal Information
- Date of Birth: 03/19/92
- Gender: Female
- Nationality: Nigerian
- Marital Status: Single
Timeline
Customer Experience Executive
ACCESS BANK PLC
01.2019 - Current
CUSTOMER SERVICE EXECUTIVE
DIAMOND BANK PLC
01.2016 - 01.2019
NYSC
GOVERNMENT SECONDARY SCHOOL, HWOLSHE NYSC
01.2015 - 01.2016
ND - Science Laboratory Technology
Lagos State Polytechnic
SSCE -
Girls’ Secondary School Grammar School
HND - Science Laboratory Technology (Biochemistry)
Lagos State Polytechnic
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