Summary
Overview
Work History
Education
Skills
Timeline
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OKWUBE MAUREEN

OKWUBE MAUREEN

327 CULVER STREET,WINNIPEG,Lagos

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.

Overview

8
8
years of professional experience

Work History

Customer Experience Officer

Coronation Group
06.2022 - Current
  • Managed inbound sales inquiries relating to products and promotions, quickly establishing relationships and rapport over the phone
  • Met or exceeded call center volume, sales and customer satisfaction goals during tenure, achieving up to 70%, 85% and 100% of targets, respectively
  • Helped bank account holders resolve common issues related to debit cards, credit, loans, and savings account
  • Respond to customer inquiry calls quickly assessing the customer needs and problems in order to deliver expert solution
  • Handled any customer inquiries, reviewed and analyzed customer complaints, and pro-actively participated in the development and implementation of new marketing plans and strategies
  • Managed and updated large customer databases, identified and communicated with potential customers, and assisted in accounts management
  • Collaborated with other departments and performed professional market research to discover industry trends, target market, and customer behavior
  • Built and maintained relationships with clients and business partners and worked on the implementation of customer retention campaigns.
  • Offered direction and gave constructive feedback to motivate team members.

Customer Service personnel

Fidelity Bank Plc
06.2019 - 01.2022
  • Responded to customer requests, offering excellent support and tailored recommendations to address need Consulted with in-house client to resolve discrepancies and create effective solutions Identified new customers and potentially new product offers from existing customers
  • Delivered solution-based strategies to customers in order to solve pending issues on their accounts
  • Built and maintained relationships with clients and business partners and worked on the implementation of customer retention campaigns
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly
  • Self-motivated, with a strong sense of personal responsibility.
  • Proven ability to learn quickly and adapt to new situations.

Call Center/Customer Service Manager

Gt Bank Ikate Elegushi
02.2017 - 04.2019
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Took ownership of customer issues and followed problems through to resolution.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
  • Kept accurate records to document customer service actions and discussions.
  • Controlled resources and utilized assets to achieve qualitative and quantitative targets.

Customer Service Executive

Cedar Oak Laundry and Dry-cleaning Limited, Lekki Epe-Expressway
10.2015 - 12.2016
  • Responded to customer inquiry calls quickly by assessing the consumer's needs
  • Delivered solution-based strategies to customers in order to solve pending issues on their accounts
  • Performed online troubleshooting by providing technical assistance and filing service requests promptly
  • Followed up on scheduling and service performed
  • Identified new customers and potentially new business from existing customers
  • Completed and submitted data entry of invoices submitted by the service department
  • Applied product knowledge to investigate issues, identified appropriate actions to ensure customer's satisfaction
  • Generated campaigns and recalls announcement to customers.
  • Described product and service details to customers to provide information on benefits and advantages.
  • Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.

Education

B/A - History and International Studies

University of Nigeria
2013

Skills

  • Store Displays
  • Discount Planning
  • Customer Relationship Management (CRM) Software
  • Billing Procedures
  • Interdepartmental Collaboration
  • Promotional Events
  • Sales Statistics Analysis
  • Performance Goals
  • Business Analytics
  • Account Changes

Timeline

Customer Experience Officer

Coronation Group
06.2022 - Current

Customer Service personnel

Fidelity Bank Plc
06.2019 - 01.2022

Call Center/Customer Service Manager

Gt Bank Ikate Elegushi
02.2017 - 04.2019

Customer Service Executive

Cedar Oak Laundry and Dry-cleaning Limited, Lekki Epe-Expressway
10.2015 - 12.2016

B/A - History and International Studies

University of Nigeria

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