RUKAYAT YAKUB
Lagos
Summary
Dedicated customer service professional with extensive knowledge of service delivery and a proven track record in multitasking. Expertise in fostering and maintaining professional relationships to enhance profitability and drive business results. Committed to delivering exceptional service and continuously seeking opportunities for improvement. Strong ability to adapt to dynamic environments while ensuring client satisfaction remains a top priority.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Conduent
12.2022 - Current
- Accurately and quickly entered customer information and transaction details into company databases, maintaining a high level of data integrity, and minimizing errors.
- Demonstrated patience and understanding when dealing with customer concerns, effectively listening to their needs, and providing empathetic responses to build trust and rapport.
- Handled customer complaints with professionalism, identifying solutions, and following through to ensure issues were resolved to the customer’s satisfaction.
- Utilized strong verbal and written communication skills to interact with customers and team members, ensuring clarity and understanding in all interactions.
- Managed multiple customer interactions simultaneously, prioritizing tasks, and responding efficiently without compromising the quality of service.
- Maintained in-depth knowledge of products and services to provide accurate information, and assist customers in making informed decisions.
- Ensured all customer interactions were documented correctly, and followed up on outstanding issues to guarantee timely resolution.
- Adapted to changing customer needs and company procedures, showing flexibility, and a willingness to learn new skills and processes.
Customer Service Representative
Keystones Technologies Inc.
01.2019 - 11.2022
- Handled customer inquiries, complaints, and billing-related questions, including payment extensions.
- Provided detailed and accurate accounts of customer calls for the prevention of future audits that consistently met supervisor expectations.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Resolved customer issues effectively, using strong interpersonal skills, and conflict resolution techniques.
- Answered customers' telephone calls promptly, and improved on-hold wait times.
- Assisted customers with product complaints, logged issues for investigation, and provided replacement items.
Customer Counter Associate
Roofstaff
03.2016 - 01.2019
- Assisted customers with varying questions, using product knowledge and service expertise.
- Answered customer telephone calls promptly, and improved on-hold wait times.
- Processed high-value payments with meticulous accuracy.
- Employed active listening and product expertise to successfully resolve inbound queries.
- Maintained customer happiness with forward-thinking strategies, focused on addressing needs and resolving concerns.
Education
Higher National Diploma - Food Technology
Lagos State Polytechnic
Lagos06-2020
National Diploma - Food Technology
Lagos State Polytechnic
Lagos01-2015
Skills
- Empathy
- Active Listening
- Communication Skills
- Time Management
- Team Collaboration and Support
- Technical Skills
- Adaptability
- Attention to Detail
Timeline
Customer Service Representative
Conduent
12.2022 - Current
Customer Service Representative
Keystones Technologies Inc.
01.2019 - 11.2022
Customer Counter Associate
Roofstaff
03.2016 - 01.2019
Higher National Diploma - Food Technology
Lagos State Polytechnic
National Diploma - Food Technology
Lagos State Polytechnic