Summary
Overview
Work History
Education
Skills
Roles
Quote
Timeline
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ANTHONIA COKER

Markham,Canada

Summary

Personable and dedicated Customer Service Representative with extensive experience in the financial services industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

13
13
years of professional experience

Work History

CLIENT SERVICE ASSOCIATE

GUARANTY TRUST BANK
, NIGERIA
01.2015 - 12.2023
  • Delivered excellent service to clients and support
  • Understood and worked on customer personal banking and credit card needs while integrating marketing promotions and programs into customer conversations in order to provide strategist advice
  • Cultivated and enhanced new and existing client relationships through active communication with clients
  • Handled billing inquiries from clients through phone calls and emails
  • Entered client information into a database
  • Scheduled meetings with clients when necessary
  • Established and maintained good rapport with customers by using positive language and anticipating their needs
  • Executed routine tasks such as services requests within relevant services level agreements
  • Supported in financial planning, investment management, and delivering outstanding client services
  • Complied with all industry rules, regulations and firm policies
  • Used my effective communication skills to interact with customers and solve their daily needs.

Customer Success Manager

MTN Telecommunications
LAGOS, NIGERIA
01.2011 - 12.2014
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Supervised success team, operations and resources to deliver profitable growth.
  • Organized team activities to build camaraderie and foster pleasant workplace culture.
  • Coordinated training programs, enabling staff to support company objectives.
  • Implemented feedback loops from customers into product development processes.
  • Maintained up-to-date knowledge of industry trends related to customer success management.
  • Developed and established new relationships to drive company growth.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Delivered products to customer locations on time.

Education

PGD Global Business Management -

Seneca Polytechnic

MSc degree in Media and Communication (Emphasis in Marketing Communication) -

Pan Atlantic University

B.A degree in English Language -

Redeemers University

Skills

  • Listening skills and customer engagement knowledge
  • Customer Engagement
  • Excellent attention to detail, solid follow-up skills, and the ability to think strategically and solve problems
  • Superior interpersonal, organizational and client service skills; work effectively in a highly collaborative team environment
  • Skilled at planning, organizing, prioritizing and executing simultaneous projects and activities; proven ability to work under pressure and adapt quickly to change
  • Strong computer skills; ability to quickly learn new software
  • Intellectual curiosity and a sense of humor
  • Meeting Facilitation
  • Follow-Up Skills

Roles

  • Delivered excellent service to clients and support
  • Understood and worked on customer personal banking and credit card needs while integrating marketing promotions and programs into customer conversations in order to provide strategist advice
  • Cultivated and enhanced new and existing client relationships through active communication with clients
  • Handled billing inquiries from clients through phone calls and emails
  • Entered client information into a database
  • Scheduled meetings with clients when necessary
  • Established and maintained good rapport with customers by using positive language and anticipating their needs
  • Executed routine tasks such as services requests within relevant services level agreements
  • Supported in financial planning, investment management, and delivering outstanding client services
  • Complied with all industry rules, regulations and firm policies
  • Used my effective communication skills to interact with customers and solve their daily needs

Quote

Your most unhappy customers are your greatest source of learning. -Bill Gates

Timeline

CLIENT SERVICE ASSOCIATE

GUARANTY TRUST BANK
01.2015 - 12.2023

Customer Success Manager

MTN Telecommunications
01.2011 - 12.2014

PGD Global Business Management -

Seneca Polytechnic

MSc degree in Media and Communication (Emphasis in Marketing Communication) -

Pan Atlantic University

B.A degree in English Language -

Redeemers University

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ANTHONIA COKER