Mudashiru Zainab Temitope
Montreal,QC
Summary
Proven Customer Service Representative with a track record of enhancing customer satisfaction and loyalty at Zenith Bank Nigeria. Leveraged problem-solving abilities and active listening to resolve conflicts, boosting repeat business. Recognized for exceeding performance metrics, demonstrating both critical thinking and call center expertise.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Zenith Bank Nigeria
07.2021 - 10.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Improved resolution time with effective problem-solving for customer complaints.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Participated in training programs to enhance product knowledge and customer service skills.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
Customer Service Representative
MTN Satellite Communications
06.2019 - 01.2020
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Managed timely and effective replacement of damaged or missing products.
- Sought ways to improve processes and services provided.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Investigated and resolved accounting, service and delivery concerns.
- Cross-trained and provided backup support for organizational leadership.
- Trained staff on operating procedures and company services.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
Customer Service Representative
AIRTEL Networks
03.2018 - 04.2019
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Education
Bachelor Of Accounting - Accounting And Finance
Lead City University,Ibadan
Ibadan ,oyo Lagos Nigeria07.2020
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Problem Resolution
- Customer Relations
- Call center experience
Languages
English
Full Professional
Timeline
Customer Service Representative
Zenith Bank Nigeria
07.2021 - 10.2022
Customer Service Representative
MTN Satellite Communications
06.2019 - 01.2020
Customer Service Representative
AIRTEL Networks
03.2018 - 04.2019
Bachelor Of Accounting - Accounting And Finance
Lead City University,Ibadan
Similar Profiles
MAJIRIOGHENE LAUREN (MISS) OTHOIGBEMAJIRIOGHENE LAUREN (MISS) OTHOIGBE
Customer Success Representative at Zenith Bank Nigeria PlcCustomer Success Representative at Zenith Bank Nigeria Plc
Olufemi AdesanyaOlufemi Adesanya
Enterprise Software Engineer at ZENITH BANK NIGERIAEnterprise Software Engineer at ZENITH BANK NIGERIA
CYRIL IKUENOBECYRIL IKUENOBE
Data Entry Operator Senior(Head of Operations) at Zenith Bank PLC(Most Valuable Nigerian Bank, 2023)Data Entry Operator Senior(Head of Operations) at Zenith Bank PLC(Most Valuable Nigerian Bank, 2023)