Summary
Overview
Work History
Education
Skills
Timeline
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Ufuoma Lawal

London

Summary

Detail-oriented and highly organized professional with over 10 years of experience in customer service roles. Proven track record of thriving under pressure, resolving complex issues efficiently, and delivering positive customer experiences. Possess strong interpersonal skills and a solid understanding of banking products and services. Skilled in multitasking, time management, and collaborating with cross-functional teams to achieve organizational goals.

Overview

16
16
years of professional experience

Work History

Head of Customer Service

Prudential Zenith Life Insurance
10.2010 - 11.2023
  • Managed a team of customer service representatives, ensuring timely and accurate resolution of customer inquiries and issues
  • Monitored key performance indicators (KPIs), such as first contact resolution, average handling time, and customer satisfaction scores, and implemented strategies to improve performance
  • Implemented quality assurance processes and conducted regular audits to ensure adherence to service standards and compliance requirements
  • Developed and maintained relationships with key customers, addressing their needs and concerns and serving as a point of escalation for complex issues
  • Participated in hiring and onboarding of new team members, providing training and support to ensure success in their roles
  • Developed and implemented customer service policies, procedures, and performance standards to align with organizational goals and objectives
  • Analyzed customer feedback and data to identify trends, issues, and opportunities for improvement, implementing initiatives to enhance the customer experience and drive customer loyalty
  • Collaborated with other departments, including sales, marketing, and product development, to address customer needs, resolve issues, and drive product improvements
  • Oversaw the implementation and utilization of customer service technologies and tools, such as CRM systems, knowledge bases, and ticketing systems, to streamline processes and improve service delivery
  • Conducted regular performance reviews, provided coaching and feedback to team members, and implemented training programs to develop skills and enhance performance.

Customer Support Specialist

Prudential Zenith Life Insurance
01.2008 - 09.2010
  • Provided frontline support to customers, resolving inquiries and technical issues related to products and services in a fast-paced call center environment
  • Utilized CRM software to log customer interactions, track support tickets, and follow up on unresolved issues
  • Consistently met or exceeded performance targets for call resolution, average handling time, and customer satisfaction
  • Adapted quickly to changes in processes and procedures to ensure adherence to company standards and compliance requirements
  • Participated in ongoing training and development programs to enhance product knowledge and customer service skills
  • Interacted with customers via phone, email, and live chat in a high-volume environment, addressing inquiries, resolving issues, and providing product support
  • Managed a large volume of incoming calls and emails, maintaining a high level of responsiveness and accuracy
  • Demonstrated strong problem-solving skills by identifying customer needs, troubleshooting technical issues, and providing effective solutions
  • Handled escalated customer complaints with tact and professionalism, ensuring timely resolution and customer satisfaction
  • Processed orders, returns, and exchanges accurately and efficiently, meeting or exceeding performance metrics for productivity and quality.

Education

Master of Science - Medical Statistics

University of Leicester
11.2015

Bachelor of Science - Statistics

University of Ibadan
04.2014

Skills

  • Leadership and team management
  • Strategic planning and execution
  • Excellent communication and interpersonal skills
  • Strong analytical and problem-solving abilities
  • Ability to drive results and meet performance targets
  • Proficient in CRM systems and other customer service technologies
  • Commitment to continuous improvement and excellence
  • Ability to work effectively both independently and as part of a team
  • Proficient in financial analysis and risk assessment
  • Ability to multitask and prioritize in a fast-paced environment
  • Proficient in Microsoft Office Suite

Timeline

Head of Customer Service

Prudential Zenith Life Insurance
10.2010 - 11.2023

Customer Support Specialist

Prudential Zenith Life Insurance
01.2008 - 09.2010

Master of Science - Medical Statistics

University of Leicester

Bachelor of Science - Statistics

University of Ibadan

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Ufuoma Lawal