Hi, I’m
RITA IVWIGHREN
Calgary,Alberta
Summary
Client Support Professional with 5 years of experience seeking a challenging position in a dynamic organization where my skills and expertise can be utilized to provide exceptional service. Passionate, determined and committed to meeting organizational goals and developing positive employee and customer relations while maintaining confidentiality, integrity and professionalism even in the most challenging situations. Thrives on own initiative and driven to learn and apply new ideas and skills.
Overview
9
years of professional experience
Work History
Access Bank
Client Service Manager
10.2016 - 06.2022
Job overview
- Assisted the branch manager in promptly addressing customer needs and concerns by providing timely resolutions to their financial issues and transforming our branch into an A-star destination that left every customer at ease and confident in their banking decisions.
- Built and maintained client relationships, including conducting regular check-ins, achieving a constant customer satisfaction rate of 90% and above every quarter and providing opportunities for cross-selling and referrals.
- Promoted from Executive Trainee to Assistant Banking officer for demonstrated competence, my ability to show strong leadership, identify and solve problems, amongst other things.
- Collaborated closely with the product team in several software programs, ran pilot programs, and provided feedback used to identify areas for improvement which resulted in the development of high-quality solutions and exceptional user experience.
- Teamed up with the sales and account management teams to develop customer service metrics and KPIs, monitor performance, and identify areas for improvement which increased customer satisfaction and loyalty and ultimately drove subscription renewals and revenue growth by 55%.
- Mentored, trained and supervised over 169 new interns on how to use CRM and other company software, soft skills needed to provide exceptional services.
- Spearheaded the use of demos and training slides for clients during Covid, teaching more than 100 end users and 40staff members how to use new products with minimal assistance, saving the company refreshments cost and significantly reducing onboarding time required by 25%.
John Lewis Capita
Customer Service Representative
10.2015 - 01.2016
Job overview
- Performed an average of 50 customer inquiries and complaints per day within standard handling time with a 95% satisfaction rate.
- Fulfilled customer requests for products, services and company information.
- Exceeded my service metrics by going above and beyond, which resulted in customer loyalty and increased customer retention by 23% above the company’s average.
- Audited customer account information to identify compliance issues and developed solutions that saved the company from making a loss.
- Championed a referral initiative that incentivized customers with enticing offers for every purchase, which fueled significant growth for the company and increased our client base.
Nigeria Immigration Service
Administrative Assistant
05.2013 - 06.2014
Job overview
- Implemented office policies and procedures to improve efficiency and productivity, resulting in 30% increase in productivity
- Prepared reports, presentations, and other documents as required maintaining 100% accuracy
- Coordinated and managed vendor relationships, including negotiating contracts and ensuring compliance with vendor policies and procedures which resulted in 15% reduction in vendor cost
- Orchestrated the use of Excel spreadsheet for record keeping which optimized data accuracy and accessibility
- Supported efficient meetings by organizing spaces and materials, documenting discussions and distributing meeting notes.
Education
University of Glasgow
MSc from International Relations
University of Benin
BA from French Literature
Skills
- Excellent communication and interpersonal skills
- Strong problem-solving and analytical skills
- Detail Oriented
- Empathetic
- Relationship Building
- Knowledge of customer support best practices and procedures
- Customer Relationship Management
- Conflict Resolution Techniques
Accomplishments
- Customer Service Framework - LinkedIn Learning
Timeline
Client Service Manager
Access Bank
10.2016 - 06.2022
Customer Service Representative
John Lewis Capita
10.2015 - 01.2016
Administrative Assistant
Nigeria Immigration Service
05.2013 - 06.2014
University of Glasgow
MSc from International Relations
University of Benin
BA from French Literature
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