Benjamin Fadaka
Customer Service/Relationship Manager
Kitchener,ON
Summary
Dedicated and solution-oriented Customer Service Representative with a strong passion for assisting customers and resolving issues efficiently. Over 5 years of experience in customer service and relationship management, bringing excellent communication skills and a proven ability to build rapport and ensure customer satisfaction. Seeking to leverage expertise in problem-solving and delivering exceptional customer experiences to contribute to the business growth and success.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Teleperformance
09.2024 - Current
- Increased efficiency and team productivity by promoting operational best practices.
- Responded to customer requests for products, services, and company information and earned reputation for exceeding service standard goals.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promoted superior experience by addressing customer concerns and requests, investigating complaints while demonstrating empathy and offering excellent support and tailored recommendations to resolving problems swiftly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded proactively and positively to rapid change.
- Educated customers about billing, payment processing and support policies and procedures.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives and exceed team goals while enhancing customer service experience.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Created and maintained detailed customer database for improved customer management, ease of tracking data and better response time.
Customer Service/Relationship Manager
First Bank of Nigeria Limited
08.2022 - 09.2024
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products while guiding them with navigating service platforms for improved customer experience.
- Developed and cultivated long term lucrative relationships with both new and existing clients through effective communication and exemplary interpersonal skills while providing high level of professional expertise and ensuring maximum customer satisfaction.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags while ensuring excellent customer service delivery.
- Maintained knowledge on banking products and distribution to provide optimal service support.
- Collaborated with managers and participated in staff meetings to discuss innovative strategies, provide customer feedback and recommend operational changes to meet emerging trends and improve services.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions and generating reports to management for proper evaluation of work done and progress achieved.
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
- Worked with sales and management teams to collaboratively prepare budgets and reach targets while consistently meeting or exceeding personal quotas.
- Recorded accurate and efficient records in customer database.
Customer Service/Relationship Manager
United Bank for Africa PLC
02.2019 - 08.2022
- Engaged new and existing clients to build and maintain great relationships keeping them updated and educated on products and services while ensuring excellent customer service experience.
- Took ownership of customer issues/requests and followed through to prompt resolution by implementing successful corrective actions.
- Reduced waste and pursued revenue development strategies using leveraged data and analytics for decision making to keep department aligned with sales and profit targets ensuring business improvements.
- Researched and corrected customer concerns and actively engaged customers to receive feedbacks and inquiries to improve customer experience and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Defined clear targets and objectives and communicated to other team members.
- Assisted with guiding customers through onboarding and navigating service platforms and improving user experience.
- Leveraged on acquired knowledge and privileged information to advice and guide customers in decision making.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Customer Service Intern
Vine Dressers Food & Agric Company Limited
01.2018 - 11.2018
- Identified and visited prospective customers, promptly responding to their inquiries and requests to establish and maintain good business relationships
- Investigated and resolved accounting, service and delivery concerns.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions and ensuring satisfactory delivery to customers.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Conducted weekly field marketing to outlets to observe sales level and introduce new products to outlets.
- Recorded income and expenses made by the business to track business productivity.
- Managed petty cash book handling to keep track of all petty expenses made by the operations team.
- Received and processed feedbacks, inquiries and complaints from clients to better improve products and services quality
- Designed advertising materials for regular and promotional sales and organized promotional sales of products.
Customer Service Intern
Mountain Ice Consultancy Travels & Tours Limited
01.2018 - 11.2018
- Recorded daily sales of flight and tour tickets.
- Received flight ticket orders and booking reservations from client's and processed receipts for payments received
- Designed fliers for regular and promotional offers.
- Visited clients to discuss business needs and obtain feedbacks for better customer experience.
- Recorded purchases and expenses made by the business to track business productivity.
- Processed credit arrangements for clients and followed up to ensure agreements are kept.
Education
Certificate - Financial Analysis And Reporting
London School of Business Administration
London, United Kingdom12-2024
Bachelor of Science - Geology and Petroleum Studies
Western Delta University
Delta State, Nigeria10-2017
Skills
- Oral and written communication
- Team work and building
- Time management
- Meticulous
- Business Strategies
- Budget management
- Leadership/Mentorship
- Persistent and persuasive
- Research and reporting
- Customer centric
- Complaint resolution
- Microsoft office proficiency
Languages
English
Native or Bilingual
Timeline
Customer Service Representative
Teleperformance
09.2024 - Current
Customer Service/Relationship Manager
First Bank of Nigeria Limited
08.2022 - 09.2024
Customer Service/Relationship Manager
United Bank for Africa PLC
02.2019 - 08.2022
Customer Service Intern
Vine Dressers Food & Agric Company Limited
01.2018 - 11.2018
Customer Service Intern
Mountain Ice Consultancy Travels & Tours Limited
01.2018 - 11.2018
Certificate - Financial Analysis And Reporting
London School of Business Administration
Bachelor of Science - Geology and Petroleum Studies
Western Delta University
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