Rose Okpan Awah
Customer Service Expert
Ketu Alapere
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
9
9
years of professional experience
20
20
years of post-secondary education
3
3
Certifications
Work History
Customer Service Expert (Manager) / Data Analyst
LG Electronics-Lekki Lagos Nigeria
Lagos, Lagos
07.2021 - Current
- Dynamic and results-driven professional with over 7 years of experience in customer service and data analysis
- Proven ability to enhance customer satisfaction and drive business growth through data-driven insights
- Adept at leveraging advanced analytical tools to interpret complex data sets, identify trends, and implement strategies that improve service efficiency and client engagement
- Leading and mentoring dynamic team, fostering collaborative and positive work environment
- Adept at efficiently and empathetically resolving complex customer issues, ensuring smooth and satisfactory outcomes
- Quality evaluation of agent calls and chats with esteemed customers
- Proactively gather and analyze customer feedback through VOC (Voice of Customers) case study report to identify improvement opportunities and enhance service offerings
- Conduct in-depth data analysis to identify trends, patterns, and key insights, providing valuable information for strategic decision-making
- Focused on continuously improving service delivery through best practices, training programs, and performance metrics
- Communication excellence is achieved through building strong relationships and ensuring transparent and effective communication channels
- Strategic planning is achieved through crafting and implementing customer service strategies that align with company goals and enhance customer loyalty and retention
- Embrace innovative solutions and adapt to changing needs to deliver cutting-edge service experiences
- Conflicts are resolved calmly and professionally while maintaining respectful approach in all interactions.
Customer Information Expert
LG Electronics-Lekki Lagos Nigeria
Lagos State , LA
01.2018 - 07.2021
- Dedicated to delivering exceptional customer service and exceeding customer expectations
- Skilled in accurately gathering and analyzing information to resolve inquiries efficiently
- Excellent communicator with friendly and clear communication style
- Proficient in utilizing CRM systems and tools to streamline processes
- Strong problem-solving abilities to address customer concerns promptly
- Built trust and rapport with customers through empathy and professionalism
- Thrived in fast-paced environment, maintaining composure and effectiveness
- Committed to continuous improvement and seeking innovative solutions
- Passionate about enhancing overall customer experience
- Enthusiastic team player eager to contribute to customer-centric organization.
Customer Service Specialist
Access Bank Ltd.
Lagos, LA
01.2015 - 01.2018
- Handled customer inquiries and complaints via multiple channels (phone, email, in-person)
- Managed 50 and above Customers per day .
- Provided information about banking products and services
- Resolved issues promptly and ensured customer satisfaction
- Cross-selling bank products and services to meet customer needs
- Maintained accurate records of customer interactions and transactions
- Supported customers with digital banking platforms (mobile banking, internet banking)
- Guided customers through digital transactions and troubleshooting technical issues
- Educating customers on digital banking features and security measures
- Implementing corrective actions and preventive measures to improve service quality
- Monitoring digital channels for feedback and improvement opportunities
- Providing feedback to management for continuous service improvement.
Education
Bachelor of Arts - Foreign Languages And Literatures
University of Nigeria, Nsukka
Nigeria 03.2008 - 03.2012
High School Diploma -
Federal Government Girls College, Calabar
Nigeria 01.2001 - 03.2007
High School Diploma -
Staff School, Federal Government Girls College, Calabar
Nigeria 09.1995 - 06.2005
Skills
Customer Service Excellence
Certification
IJAN-AFRICA, Certificate in Data Analysis, 2018 - 2021
References
- MaziNwankwo, Department Of Foreign Languages, 08036342669
- Mr. Awa Sammuel, Faculty Of Arts, University of Nigeria Nsukka, 08037722829
Timeline
Customer Service Expert (Manager) / Data Analyst
LG Electronics-Lekki Lagos Nigeria
07.2021 - Current
Customer Information Expert
LG Electronics-Lekki Lagos Nigeria
01.2018 - 07.2021
Customer Service Specialist
Access Bank Ltd.
01.2015 - 01.2018
Bachelor of Arts - Foreign Languages And Literatures
University of Nigeria, Nsukka
03.2008 - 03.2012
High School Diploma -
Federal Government Girls College, Calabar
01.2001 - 03.2007
High School Diploma -
Staff School, Federal Government Girls College, Calabar
09.1995 - 06.2005
IJAN-AFRICA, Certificate in Data Analysis, 2018 - 2021
Certificate in one year French Study in Lome, Centre International de Recherche d'etude de Languages (CIREL) Village du Benin, 2018 - 2021
Certification in Universal Mandatory (I.T) Training (UMITT), Afrihub Nigeria Limited in Partnership with University of Nigeria Nsukka, 2018 - 2021
Similar Profiles
Deepak DevayaDeepak Devaya
Manager at LG ELECTRONICS (LG SOFT INDIA - subsidiary of LG Electronics, South Korea)Manager at LG ELECTRONICS (LG SOFT INDIA - subsidiary of LG Electronics, South Korea)
SODEEQ TAIWOSODEEQ TAIWO
Technical Solutions Integration Consultant at ActivEdge Technologies Ltd, Lekki LagosTechnical Solutions Integration Consultant at ActivEdge Technologies Ltd, Lekki Lagos
Joy Orisakwe RN,RM,RAEN,BNSCJoy Orisakwe RN,RM,RAEN,BNSC
Chief Nursing Officer, Emergency Department at Lagos State University Teaching Hospital Ikeja Lagos NigeriaChief Nursing Officer, Emergency Department at Lagos State University Teaching Hospital Ikeja Lagos Nigeria