MICHAEL AKOR
Toronto,ON
Summary
Experienced Customer Service professional bringing over 5 years of quality performance in related roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
9
9
years of professional experience
Work History
Customer Relationship Manager
Suntrust Bank Nigeria
04.2017 - 07.2023
- Managed customer relations on ongoing basis to maximize customer retention.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Assisted customers with opening accounts and signing up for new services.
- Directed 25-person team of customer service personnel while helping front-line team members work effectively with over 100 daily customers.
- Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
Customer Service Representative
Suburban Fiber
03.2016 - 02.2017
- Delivered an exceptional level of service to each customer by listening to concerns and answering questions
- Resolved customer issues using strong interpersonal skills and conflict resolution techniques
- Handled high volumes of email and social media queries in a timely manner
- Cultivated customer loyalty through exceptional service
- Guaranteed positive customer experiences and resolved all customer complaints.
- Met customer call guidelines for service levels, handle time and productivity.
Senior Mathematics Teacher
Eket Modern High School
03.2014 - 01.2016
- Worked cooperatively with other teachers, administrators, and parents to help students reach learning objectives.
- Kept students on-task with proactive behavior modification and positive reinforcement strategies.
- Supported student physical, mental, and social development using classroom games and activities.
- Incorporated multiple types of teaching strategies into classroom.
- Encouraged critical thinking and problem-solving to help students develop mathematical reasoning.
- Provided meaningful math instruction to improve math skills of children.
- Mentored students on individual basis to help develop math skills.
Education
Bachelor of Science - Banking and Finance
University Of Abuja
Abuja, Nigeria09.2013
Skills
- Customer relations
- Adept team leader
- Team leadership and motivation
- Customer Relationship Management (CRM) Software
- Data Entry
- Call Control
Timeline
Customer Relationship Manager
Suntrust Bank Nigeria
04.2017 - 07.2023
Customer Service Representative
Suburban Fiber
03.2016 - 02.2017
Senior Mathematics Teacher
Eket Modern High School
03.2014 - 01.2016
Bachelor of Science - Banking and Finance
University Of Abuja
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