OZIOHU AKPAJA
Regina,SK
Summary
Customer Service Advisor with excellent communication skills and an ability to provide a wide range of services to clients. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
IOSOLUTIONS CONTACT CENTRE WFH
11.2022 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Managed over 50 customers calls per.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Processed customer service orders promptly to increase customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Increased sales by 5%
Customer Service Representative
TAJ BANK PLC,
11.2021 - 08.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
Customer Service Advisor/Admin
SKIPTHEDISHES, Abuja Nigeria
02.2019 - 10.2021
- Efficiently managing and logging customer orders and queries as received
- Through all channels such as website, email and telephone
- Managing telephone orders and assisting customers with any online queries
- Resolve any customer grievances and provide solutions accordingly
- Escalating customer queries to relevant teams
- Answer phones and customer requests and complaints in efficient manner
- Report to supervisor with any problems or suggestions to better work atmosphere
- Assist customers in timely manner to avoid long waiting times
- Calm frustrated or upset customers by providing excellent and friendly service
- Provide excellent service on inbound
- Ability to articulate program specific information to customers in clear manner
- Identify and resolve inquiries and complaints to achieve a mutually satisfactory solution.
Relationship Manager
KEYSTONE BANK PLC, Ibadan
10.2015 - 12.2018
- Increasing the sales of the bank to make it profitable maintaining its brand and value and identity among the prospective customers
- Co-ordinate with all other departments of the bank and develop various marketing strategies and plans to boost up sales and profits
- To rigorously drive marketing force
- Liability generation
- To deliver on set targets within a time frame
- Co-ordinate with other departments to introduce various offers for the customers which can act as effective marketing tool
- Cross selling of the banks products making the bank a one stop shop
Education
B.LIS. (Honours) - Library and Information Science
Ambrose Alli University
Ekpoma Nigeria2005
Skills
- Excellent oral and written communication skills appropriate to all levels of management and clients
- Excellent facilitator and able to guide teams to identify, prioritize and implement improvement
- Able to adhere to all appropriate standards, procedures and quality management systems and participate in promoting innovative methods for improving service quality
- Understanding of customer service operating processes, such as processing of customer faxes, email requests and database works to deliver professional customer service, which is relevant, high quality and protects customer confidentiality
- Dealing with inquiries in customer-focused front-line service
- Ability to deliver high quality, customer-focused services
- Ability to produce highly accurate work to pressurized deadlines
- Sound problem-solving skills, and ability to quickly evaluate situations and initiate appropriate actions
- Ability to resolve complex and often sensitive customer complaints /inquiries in professional manner in accordance with laid down policies and procedures
- Working knowledge of PCs and strong keyboarding skills
- Strong Analytical and problem-solving skills
- Navigate multiple computer systems
- Multitasking (taking down notes while listening to customers complains)
- Sales Expertise
- Active Listening
Timeline
Customer Service Representative
IOSOLUTIONS CONTACT CENTRE WFH
11.2022 - Current
Customer Service Representative
TAJ BANK PLC,
11.2021 - 08.2022
Customer Service Advisor/Admin
SKIPTHEDISHES, Abuja Nigeria
02.2019 - 10.2021
Relationship Manager
KEYSTONE BANK PLC, Ibadan
10.2015 - 12.2018
B.LIS. (Honours) - Library and Information Science
Ambrose Alli University
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