BUKOLA AJADI
Halifax,Nova Scotia
Summary
Customer Service Representative Professional with exemplary customer service skills. Knowledgeable in tackling issues and concerns with poise. Looking to take a dedicated career as a Customer Service Representative to the next level. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
9
9
years of professional experience
Work History
Customer Service Manager
Access Bank
Ikoyi, Nigeria
06.2021 - 01.2024
- Acknowledge, manage and responds to client enquiries, through inbound and outbound calls, emails, and fax
- Supports Customer requests for banking services, which include handling transactions and assisting customers who walk into the bank.
- Effectively communicate and collaborate with internal teams to facilitate complex processed and case resolution across multiple areas
- Manage relationship with multiple clients, client advisor and client payroll vendors
- Probes to understand customer personal banking and debit card needs , also maintains current knowledge of banking products, practices and advertise them to customers.
- contributed to business results and also helped to organise work information for accuracy
- Protects the bank’s assets in compliance with all regulatory, ethical and legal requirements.
- Executed routine tasks like queries and transactions, supported operational activities, taking inventories, followed up on customer applications.
Customer Service Representative
Jaiz Bank
Ikoyi, Nigeria
01.2019 - 05.2021
- Provide outstanding customer service and accurate information to inbound callers about all aspects of their account
- Handle consistent volumes inbound customer calls of up to 90 calls per day generated from routine inquiries (account balance) to complex transactions (inter-account transfers)
- Assist customers with any technical issues experienced with our website and escalate any issues to management appropriately
- Build quick rapport with customers within the span of a phone call achieving first call resolution
- Reference multiple on-line resources effectively while simultaneously conversing with customer
- Partner across the organization to research and resolve complex inquiries.
Customer Service Representative
DHL Nigeria
Ajao Estate, Nigeria
05.2016 - 12.2018
- Provide legendary customer experience via inbound calls of up to 80 calls in a day
- Demonstrate professionalism and leadership during all interactions, taking ownership of customers problem and provide first contact resolution at every opportunity
- Play key role in enhancing customer experience by providing high quality service at every interaction and ensuring customer concerns are handled appropriately
- Meet all required call quality, compliance, call handle time, call productivity goals
- Advise customers on payment amounts, methods, dates and fees of payment, reprint of statements.
Helpdesk/Customer Service Representative
Masvi Hotel & Sons
Iba Estate, Nigeria
06.2015 - 12.2017
- Escalated issues to Management to ensure customer expectations are met when standard procedures are inadequate in meeting specific needs
- Researched and resolved high volumes of inbound telephone and internet inquiries to effectively meet the diverse needs of customers, within established productivity goals and specified turnaround times
- Assist customers with reservations
- Demonstrated sensitivity, compassion, responsiveness and creativity to ensure customer satisfaction
- Accomplished customer service and organization mission by completing related results as needed.
Education
BA Theatre Art -
Lagos State University
01.2014
Skills
- Self-driven and highly motivated Customer Experience Management professional with 9 years of progressive experience
- Proficient with MS Office (Word, Excel, PowerPoint & Outlook, MS Teams, Zendesk)
- Excellent interpersonal skills
- Advance knowledge of computers and strong keyboarding skills
- Ability to work independently as well as in a team environment while demonstrating resourcefulness in the use of available tools and support resource
- Ability to multi-task and confident to learn and apply information quickly
- Excellent writing skills including written word, grammar, spelling, and punctuation
- Active listening skills, high impact emotional intelligence and excellent communications skills (both written and oral) with different people in a calm, courteous and effective manner to effectively receive, interpret and disseminate information in a manner that is clear and concise
- Excellent organization and time management skills
- Extensive customer service experience with proven skills in conflict resolution, with ability to effectively resolve client issues of all levels of complexity
Languages
English
Professional Working
References
Onyinye Chibuzor Nwadi, Customer Service Manager, +234 803 712 0213
Timeline
Customer Service Manager
Access Bank
06.2021 - 01.2024
Customer Service Representative
Jaiz Bank
01.2019 - 05.2021
Customer Service Representative
DHL Nigeria
05.2016 - 12.2018
Helpdesk/Customer Service Representative
Masvi Hotel & Sons
06.2015 - 12.2017
BA Theatre Art -
Lagos State University