ROBERTS MKPOIKANKE
CUSTOMER SERVICE EXECUTIVE
23 OKI LANE MENDE MARYLAND
Summary
Experienced Customer Service Manager bringing 8 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
8
8
years of professional experience
Work History
Customer Relations Manager
OKNEE GLOBAL LIMITED
04.2022 - Current
- Introduced best practices based on industry research which resulted in noteworthy enhancements within organizational benchmarks regarding client satisfaction indices.
- Instituted structured follow-up processes with clients post-issue resolution, ensuring satisfaction and gathering valuable feedback for continuous service improvement.
- Fostered a culture of customer-centric thinking within the organization, driving teams to prioritize client needs and expectations in all decision-making processes.
- Optimized CRM software usage for better tracking of interactions between customers and company representatives.
- Developed strong relationships with key clients, resulting in increased loyalty and repeat business.
Costumer Care Representative
SKYPLUS TRADES LIMITED
09.2012 - 07.2017
- Receive inbound calls from participants with regards to Trading in the Largest Financial Market in the World.
- Document all calls with regards to participant inquires accurately using Call Tracking System.
- Monitor Call Tracking for responses from administrative team so call returns are done in a timely fashion.
- Adequate mastery of products (Trading Software) being managed by the Organization.
- Provide quality customer service on every call.
- Maintaining day to day financial, accounting, administrative and personnel services in order to meet requirements and support service operations.
Front Desk Receptionist
ALPHA TRUST NIG ENTERPRISE
03.2010 - 06.2012
- Managed the reception area, including greeting visitors and responding to telephone and in-person request for information.
- Resolved billing discrepancies promptly with thorough attention to detail, fostering trust between clients and the organization.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
- Enhanced customer satisfaction by providing efficient and professional front desk services.
- Prevented store losses using awareness, attention to detail and integrity.
Teacher
FRANGRANT NURSERY/ PRIMARY SCHOOL
09.2008 - 07.2010
- Monitored progress through classwork, coursework and project marking to provide extra support for struggling students.
- Established clear objectives for all lessons, units and projects to achieve universal success.
- Maintained trusting student relationships by providing both educational and emotional support to students.
- Prepared unit and lesson plans for courses of study, following curriculum guidelines and common core standards.
- Developed strong relationships with students, parents, and colleagues by maintaining open lines of communication and fostering a supportive learning environment.
Education
ABOCODER DATA SCIENCE COURSE
APILOS FOUNDATION
2023
INFORMATION SYSTEMS MANAGEMENT
APTECH COMPUTER EDUCATION
SURULERE LAGOS NIGERIA2015
Human Resources Management
UNIVERSITY OF LAGOS
AKOKA LAGOS NIGERIA 04.2001 -
Customer Service Management
TELEMARKETING DIPLOMA
ALLEN AVENUE LAGOSCustomer Service Management
TELEMARKETING DIPLOMA
ALLEN AVENUE LAGOSSTA COLLEGE
YABA LAGOS NIGERIA05.2008
ILUPEJU COLLEGE ILUPEJU
ILUPEJU LAGOS NIGERIA2004
GATEWAY INTERNATIONAL SCHOOL
SHOMOLU LAGOS NIGERIA1999
Skills
Customer Surveys
Accomplishments
- Resolved data inconsistencies using HubSpot CRM, leading to a 25% improvement in data accuracy and reporting reliability.
- Implemented Salesforce CRM system, reducing response time to customer inquiries by 30% through automation and centralized data management.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Timeline
Customer Relations Manager
OKNEE GLOBAL LIMITED
04.2022 - Current
Costumer Care Representative
SKYPLUS TRADES LIMITED
09.2012 - 07.2017
Front Desk Receptionist
ALPHA TRUST NIG ENTERPRISE
03.2010 - 06.2012
Teacher
FRANGRANT NURSERY/ PRIMARY SCHOOL
09.2008 - 07.2010
Human Resources Management
UNIVERSITY OF LAGOS
04.2001 -
ABOCODER DATA SCIENCE COURSE
APILOS FOUNDATION
INFORMATION SYSTEMS MANAGEMENT
APTECH COMPUTER EDUCATION
Customer Service Management
TELEMARKETING DIPLOMA
Customer Service Management
TELEMARKETING DIPLOMA
STA COLLEGE
ILUPEJU COLLEGE ILUPEJU
GATEWAY INTERNATIONAL SCHOOL
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