Ruth Isiomah Igumah
Scarborough,ON
Summary
I am writing to express my strong interest in the Customer Care position at your company. With my six years of dedicated experience and proven track record in customer care, I am confident in my ability to contribute to your team's success.
Overview
6
6
years of professional experience
Work History
Customer Relations Representative
Eko Electricity Distribution Company
Lagos State, Nigeria
02.2019 - 07.2023
- Achieved 90% of monthly targets via effective PPC advertising and marketing strategies
- Exceeded quarterly targets by 15%
- Identified new prospects daily, utilizing lead generation for customer base expansion
- Grew customer base by 15% in six months
- Resolved issues swiftly, maintaining high customer satisfaction through efficient support ticket management
- Reduced complaint resolution time by 30%
- Resolved customer complaints through attentive listening and creative problem-solving techniques
- Obtained, validated, analyzed, documents, and provided accurate and timely information to support the meter to cash processes and systems
- Analyzed and resolved billing issues and related activities and performed remediation actions in various systems, ensuring the compliance and accuracy of customer metering and billing data sources
- Prepared billing data, and bills, wrote letters and calculated billing adjustments, assessed, and manages security deposits, and capital contributions, cancels, and re-bills using in-depth knowledge
- Promoted organizational initiatives, such as self-service web features, including e Bills and energy management tools
- Analyzed and resolved billing issues and related activities
- Demonstrated safety awareness and adheres to safety rules and regulations
Customer Service/Marketing Officer
Cornerstone Insurance Plc.
Lagos State, Nigeria
09.2017 - 02.2018
- Increased sales by 15% through targeted marketing campaigns, resulting in substantial revenue growth
- Optimized marketing budget allocation, resulting in a 12% reduction in marketing costs while maximizing ROI
- Executed marketing strategies to sell new insurance products effectively, using digital marketing and SEO techniques
- Established rapport by networking, cold calling, and referrals to engage potential clients
- Developed strong relationships with customers by providing personalized assistance and support
- Gathered customer feedback through surveys and used the data to improve customer service
- Assisted customers with product selection, ordering, billing, returns, exchanges, and technical support.
Education
Post-Degree Certificate - International Business Management
Centennial College of Applied Arts and Technology
12.2024
Bachelor of Science - Business Administration
Houdegbe North American University
03.2014
Skills
- Customer relationship management
- Digital marketing
- Data analysis
- Problem-solving
- Fluent in written and oral communication skills in English
- Highly proficient in MS Office applications including Outlook, Word, Excel, and PowerPoint
- Product/Service Knowledge
- Technology Proficiency
- Customer Support
- Active Listening
- Experience in billing within regulated industry environment an asset
- Customer service and customer relationship building skills; ability to interact professionally with internal and external stakeholders
- Meter data technology, Customer Care and Billing; and accounting software experience across all types of systems are preferred
Accomplishments
- Excelled in resolving customer issues promptly, leading to a 30% reduction in complaint resolution time. This achievement resulted in consistently high customer satisfaction levels.
- Achieved 90% of monthly targets, exceeding quarterly goals by an impressive 15%. This performance contributed significantly to revenue growth.
- Daily prospect identification efforts led to a remarkable 15% growth in the customer base within just six months, illustrating my proficiency in lead generation.
- Executed targeted marketing campaigns that increased sales by 15% and optimized marketing budget allocation, resulting in a 12% reduction in costs while maximizing ROI.
Volunteer Experience
Outreach Supervisor, 2018, 2020, Acejo Heritage Foundation, Lagos State, Nigeria, Developed, planned, organized, and coordinated engaging programs for various age groups., Assisted with the advertising community activities, including dates, times, and employment opportunities., Performed others activities as requested
Timeline
Customer Relations Representative
Eko Electricity Distribution Company
02.2019 - 07.2023
Customer Service/Marketing Officer
Cornerstone Insurance Plc.
09.2017 - 02.2018
Post-Degree Certificate - International Business Management
Centennial College of Applied Arts and Technology
Bachelor of Science - Business Administration
Houdegbe North American University
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