Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Receptionist

Femi Fadugba

St. Catharines,ON

Summary

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.

Overview

8
8
years of professional experience

Work History

Customer Service Manager

Union Bank Nigeria
Ikeja, Lagos
03.2017 - 10.2023
  • Paid attention to detail while completing assignments.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Cultivated interpersonal skills by building positive relationships with others.
  • Strengthened communication skills through regular interactions with others.
  • Worked effectively in fast-paced environments.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Organized and detail-oriented with a strong work ethic.
  • Developed strong communication and organizational skills through working on group projects.
  • Identified issues, analyzed information and provided solutions to problems.
  • Passionate about learning and committed to continual improvement.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Exercised leadership capabilities by successfully motivating and inspiring others.
  • Provided professional services and support in a dynamic work environment.
  • Demonstrated leadership skills in managing projects from concept to completion.
  • Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Demonstrated creativity and resourcefulness through the development of innovative solutions.

Customer Service Representative

Union Bank Nigeria
Ikeja, Lagos
02.2016 - 03.2017
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Developed strong customer relationships to encourage repeat business.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Developed strong relationships with customers by providing personalized assistance and support.

Education

Bachelor of Science - ECONOMICS

AMBROSE ALLI UNIVERSITY
EKPOMA

MBA -

OBAFEMI AWOLOWO UNIVERSITY
OSUN STATE

Skills

  • Complaint Resolution
  • Inbound and Outbound Calling
  • Account Updating
  • Product Knowledge
  • Escalation Management
  • Microsoft Office Suite
  • Dispute Resolution
  • Inter-department collaboration
  • Customer Relationship Management Software (CRM)
  • Budgeting and reporting
  • Team Building
  • Customer-focused
  • Microsoft Outlook, Word and Excel

Accomplishments

  • Supervised team of 18 staff members.
  • Achieved cost reduction by 20% by introducing efficient processes and means of generating reports.
  • Won Best Customer Care Manager award in 2018.

Certification

  • PMP- In View

Timeline

Customer Service Manager

Union Bank Nigeria
03.2017 - 10.2023

Customer Service Representative

Union Bank Nigeria
02.2016 - 03.2017

Bachelor of Science - ECONOMICS

AMBROSE ALLI UNIVERSITY

MBA -

OBAFEMI AWOLOWO UNIVERSITY

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Femi Fadugba