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
Data Analysis & Interpretation
CRM Systems & Analytics
Problem-Solving & Critical Thinking
Communication & Interpersonal Skills
Power Bi
Microsoft Office Suite
Data Visualization
Continuous Learning
Problem Solving
Team Sport
Trend Analysis
Traveling
Reporting
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