Enomfon Idopise Etim
Lagos,Ibeju Lekki
Summary
Customer Service Agent Phone & Chat Support Customer-focused Customer Service Agent with proven experience handling high call volumes while maintaining efficiency and service quality. Skilled in resolving customer issues quickly with low handle and hold times,
supported by strong product knowledge and clear communication. Known for exceptional time management, accurate documentation, and the ability to perform consistently in fast-paced, metrics-driven environments.
High Customer Satisfaction Exceeded customer satisfaction target by maintaining 95% CSAT score over three years. Achieved a low Average Handle Time (518), demonstrating the ability to resolve customer issues quickly and accurately.
Overview
8
8
years of professional experience
6
6
years of post-secondary education
Work History
Customer Service Representative
Wema Bank Plc
Lagos, Nigeria
03.2024 - Current
- Attended to customers inquiries and provided prompt and accurate assistance regarding account opening, cheque book and debit card, Alat app, different types of account package, failed transactions, loans, ID card validation, credit and debit transactions.
- Handled high volume of incoming calls, emails and chat messages from customers, ensuring their issues were addressed timely and professionally.
- Assisted customers in onboarding on the Alat app and resolving technical issues.
- Monitored customer feedback and identified recurring issues, providing valuable insights to management for service and product improvements.
- Collaborated with other team members and departments to improve customer support processes.
- Wema Bank Plc, Badore, Lagos
Collections Agent
Gexel Telecommunications
Montreal, Quebec
03.2021 - 05.2023
- Managed customer accounts to ensure timely payment of outstanding balances.
- Negotiated payment plans with customers to resolve delinquent accounts.
- Utilized CRM software to track account status and communication history.
- Maintained detailed records of customer interactions and payment agreements.
- Negotiated payment plans with customers to ensure timely repayment of debt.
Customer Support Executive
Bookings.com
Egypt , Cairo
10.2018 - 09.2020
- Responded to customer inquiries and provided prompt and accurate assistance regarding online reservations, bookings, cancellations, and modifications.
- Handled a high volume of incoming calls, emails, and chat messages from customers, ensuring their issues were addressed timely and professionally.
- Assisted customers in navigating the online reservation platform, resolving technical issues, and providing step-by-step guidance for successful bookings.
- Monitored customer feedback and identified recurring issues, providing valuable insights to management for service and product improvements.
- Collaborated with other team members and departments to improve customer support processes.
Education
Bachelor of Education - Social Studies Education
University of Uyo
Uyo, Akwa Ibom State, Nigeria 06.2015 - 07.2021
West Africa Examination Council (WAEC) -
St Paul's Comprehensive Secondary School
Ikot Ekpene, Akwa Ibom State, NigeriaSkills
- Tech savvy
- Microsoft Office
- Google drive
- Zoom
- Slack
- Microsoft Teams
- Fresh desk
- Search engines
- Payment negotiation
- Time management
- Microsoft Excel
- Empathy display
- Quick typing
- Record keeping
- Excellent communication
- Account reconciliation
- Customer account management
- Call center operations
Languages
English
Timeline
Customer Service Representative
Wema Bank Plc
03.2024 - Current
Collections Agent
Gexel Telecommunications
03.2021 - 05.2023
Customer Support Executive
Bookings.com
10.2018 - 09.2020
Bachelor of Education - Social Studies Education
University of Uyo
06.2015 - 07.2021
West Africa Examination Council (WAEC) -
St Paul's Comprehensive Secondary School