Dipamo Appah
Kitchener,Ontario
Summary
Dynamic Customer Care Officer with a proven track record at BEDC Electricity PLC, excelling in complaint handling and workflow optimization. Achieved a 98% customer satisfaction rating while enhancing response efficiency through CRM documentation. Skilled in understanding customer needs and fostering relationships, driving a 13% increase in repeat customers.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Care Officer
BEDC Electricity PLC
Benin, NG
05.2021 - 01.2025
- Resolved customer inquiries and complaints in compliance with Service level Agreement, maintaining a 98% satisfaction rating
- Assisted customers with troubleshooting technical and product-related issues, reducing repeat inquiries by 28%
- Documented all customer interactions in CRM systems, improving response efficiency by 19%
- Collaborated with cross-functional teams to escalate and resolve complex issues
- Conducted follow-ups, ensuring minimum 95% complaint resolution monthly in adherence with regulatory standards
Telemarketer
BEDC Electricity PLC
Benin, NG
01.2020 - 04.2021
- Managed customer inquiries via phone, email, and WhatsApp, ensuring a professional approach
- Strengthened customer relationships, increasing repeat customers by 13%
- Provided regular service updates, reducing complaints by 22%
- Analyzed customer feedback and escalated recommendations for process improvements
Education
Bachelor of Engineering - Mechanical Engineering
University of Port Harcourt
NG07-2015
Skills
- Workflow optimization
- Complaint handling
- CRM software proficiency
- Documentation and reporting
- Customer support
- Policy adherence
- Organizational skills
- Analytical skills
- Microsoft office
- Problem-solving skills
- Understanding customer needs
- Telemarketing
- Multitasking Abilities
Certification
- Customer Service Foundations, Project Management Institute, LinkedIn Learning, 01/25
- Understanding Business, LinkedIn Learning, 01/25
References
Available on request.
Accomplishments
- Best Customer Care Officer, BEDC Electricity PLC, Warri Region (2024)
References
References available upon request.
Timeline
Customer Care Officer
BEDC Electricity PLC
05.2021 - 01.2025
Telemarketer
BEDC Electricity PLC
01.2020 - 04.2021
Bachelor of Engineering - Mechanical Engineering
University of Port Harcourt
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